Practice : CompTIA A+ Certification 220-902

A user is reporting that his Web browser is not going to the site he is attempting to access. Which of the following would best resolve this?

Options are :

  • Remove all Internet shortcuts
  • Ensure the user is not utilizing a proxy server (Correct)
  • Delete all Internet cookies
  • Clear all Internet cache and saved passwords

Answer : Ensure the user is not utilizing a proxy server

Explanation Correct Answer:If a computer's proxy settings are incorrect, it's likely that the computer won't be able to access the Internet.Incorrect Answers:Deleting Internet cookies, clearing the cache and passwords, or removing Internet shortcuts won't help get your Internet access back.

A user gets an error message that the trust relationship to the domain has been broken. Which of the following can be done to resolve this from the client desktop?

Options are :

  • Update the BIOS using the latest version
  • Reboot the PC as the domain will automatically rebuild the relationship
  • Run CHKDSK
  • Re-join the computer to the domain (Correct)

Answer : Re-join the computer to the domain

Explanation Correct Answer:Re-joining the computer to the domain will rebuild the trust relationship.Incorrect Answer:None of the other options will rebuild the trust relationship.

A user wants to completely re-install Windows 7 on their laptop, but it did not come with any operating sytem discs. How can this be accomplished?

Options are :

  • Primary partition
  • Recovery partition (Correct)
  • Secondary partition
  • System restore

Answer : Recovery partition

Explanation Correct Answer:Recovery partition is correct. Modern manufacturers usually do not include backup media for OEM systems. They utilize a hidden partition on the hard drive to create a recovery partition. Incorrect Answers:Primary partition is incorrect. Primary partitions contain your file system.System restore is in correct. It will only restore your system back to a previous stored point, it will not re-install Windows.Secondary partition is incorrect. Secondary partition is a defined storage space on a hard drive that will hold its own logical drive name.

A pest exterminator tries to gain access to a company's computer lab, but the receptionist does not see an extermination scheduled on the calendar and denies the exterminator access to the lab. Which of the following security threats almost occurred?

Options are :

  • Shoulder surfing
  • Phishing
  • Social engineering (Correct)
  • War driving

Answer : Social engineering

Explanation Correct Answer:This was an attempted social engineering attack. The attacker, posing as an exterminator, would have had access to restricted areas where he could have done all sorts of harm.Incorrect Answers:War driving is the practice of driving around to try and find open Wi-Fi networks to use for illicit activity.Shoulder surfing means looking over a user's shoulder to obtain sensitive information.Phishing is using e-mail to pretend to be a trusted authority in order to obtain sensitive information.

Luigi needs to find the PID of a specific appliction on his Windows 7 computer. What utility will help him locate it?

Options are :

  • Registry Editor
  • Performance Monitor
  • Computer Management
  • Task Manager (Correct)

Answer : Task Manager

Explanation Correct Answer:Under the services tab in the Task Manager will show you a list of all the different services running or not running on the system. Next to the name of the service will be a process identifier (PID). This PID can be very useful when starting and ending tasks from a command-line interface.Incorrect Answers:Computer Mangement is the one-stop MMC snap-in that allow users to manage disks, users, performance, tasks, etc. However, you can not view the PID from this utility.The Performance Monitor does exactly what it says. It will monitor the performance of your computer, allowing users to establish a base-line.The Registry Editor is regedit.exe or regedt32.exe. They both allow users to make changes to the registry.

A client has asked a technician about drive sanitation and wants to know the difference between overwriting a drive and quick formatting a drive. Which of the following would be the best response from the technician?

Options are :

  • Overwriting writes 1s and 0s to the drive, which replaces the user's data, but not the OS data. Quick formatting destroys the hard drive.
  • Overwriting replaces all the data with a single file that fills the hard drive, destroying the data. Quick formatting erases all the data.
  • Nothing is different. They both destroy the data so no one can recover it.
  • Overwriting writes 1s and 0s to a hard drive, replacing all the data. A quick format only clears the references to the data, so the data is only overwritten as new data is saved to the drive. (Correct)

Answer : Overwriting writes 1s and 0s to a hard drive, replacing all the data. A quick format only clears the references to the data, so the data is only overwritten as new data is saved to the drive.

Explanation Correct Answer:Overwritten data cannot be recovered, but a quick format only deletes a drive's master file table without actually deleting any data, so the data on the drive can be recovered.Incorrect Answers:None of the other answers explain the difference between overwriting a drive and performing a quick format.

Which of the following security concepts establishes the notion that a user should only be given sufficient access to the resources they need to perform their job function?

Options are :

  • Deny all
  • Least privilege (Correct)
  • Most privilege
  • Allow all

Answer : Least privilege

Explanation Correct Answer:The principle of least privilege states that you shouldn't give a user more access than they absolutely need. Incorrect Answers:Setting deny all privileges on a user won't enable them to do anything on the network, so that's probably not very useful.Giving users allow all privileges and following "the principle of most privilege" are the standard practices of all kinds of now-defunct businesses.

When connecting a Bluetooth device to a mobile device, which of the following best describes the purpose of discovery mode?

Options are :

  • Disconnects all devices and connects to the closest powered on device
  • Allows two Bluetooth devices to connect to each other without a mobile device
  • Instructs the phone to seek out all nearby devices and connect to them
  • Allows a peripheral to be contacted by the mobile device (Correct)

Answer : Allows a peripheral to be contacted by the mobile device

Explanation Correct Answer:Discovery mode enables a mobile device to "discover" a bluetooth peripheral so they can connect.Incorrect Answers: Discovery mode doesn't do any of the other things.

A small workgroup inherits a second-hand printer without networking capabilities. Which of the following is the BEST method of sharing this resource among the workgroup?

Options are :

  • Use a parallel switch box to share the printer.
  • Use a Bluetooth adapter to share the printer with users.
  • Set up the printer on a user's workstation and share the device. (Correct)
  • Use the onboard Infrared port to share the printer

Answer : Set up the printer on a user's workstation and share the device.

Explanation Correct Answer:Setting the printer on a currently networked system, and sharing the device is the best solution.Incorrect Answers:Infrared ports require both devices have the technology present and have limitations with line of sight.Bluetooth technology require that both devices have the technology present, and they have limitations with distanceA parallel switch box would require cabling and switching the device each time a user wishes to print.

When dealing with a difficult customer, which of the following is the BEST way to handle the situation?

Options are :

  • Do not argue with the customer and/or be defensive. (Correct)
  • Sympathize with the customer about the issue.
  • Use technical terms to assure customer confidence.
  • Tell the customer you will have a supervisor contact them.

Answer : Do not argue with the customer and/or be defensive.

Explanation Correct Answer:Good technicians must appreciate the customer's feelings. Nothing upsets one more than a broken computer, so if you are helping someone, they were likely already frustrated. Never speak badly to a customer and maintain a positive atititude.Incorrect Answers:Technical terms may frustrate the customer further, as they may not understand the terms.If a customer is not being abusive, try to help them solve the problem. Once solved, they will likely be much less difficult.Maintain professionalism at all times. The quicker the issue is solved, the happier the customer will be.

Sarah upgraded from Windows Vista to Windows 7 on her laptop. After enjoying the enhanced performance and new interface for a few days, she realized what was missing: the Windows Sidebar with its friendly clock and weather gadgets. How can she add gadgets to her Windows 7 computer?

Options are :

  • Right-click on the desktop, select Personalization | Aero Themes | Gadgets.
  • In Control Panel, select Appearance and Personalization | Desktop Gadgets. (Correct)
  • In Control Panel, select Appearance and Personalization | Windows Sidebar Properties.
  • Right-click on the desktop, select Properties | Add Gadget.

Answer : In Control Panel, select Appearance and Personalization | Desktop Gadgets.

Explanation Correct:Microsoft integrated gadgets into the desktop in Windows 7. To add gadgets, go to Control Panel, select Appearance and Personalization | Desktop Gadgets. You can also right-click the desktop and select Gadgets. Double-click a gadget to add it to your desktop.Incorrect:Both of the right-click options mislead. The right-click option is Personalization, not Properties, in Windows 7. You won't find gadgets in the theme options. The path to the Windows Sidebar Properties applies to Windows Vista, not Windows 7.

A corporate user is unable to connect to the internet on their workstation. A technician finds the computer has a valid IP address, can connect to corporate network shares, and can view local intranet pages on the workstation's web browser. The administrator tries to navigate to a public internet page, the web browser times out. Which of the following should the technician review?

Options are :

  • IPv6 settings
  • DHCP server
  • Performance settings
  • Proxy settings (Correct)

Answer : Proxy settings

Explanation Correct Answer:Proxy servers are often used in corporate settins to log and filter network traffic. It allows companies to prevent users from accessing certain content on the web. A user's system must use specific proxy server settings in order to be able to gain access to the internet.Incorrect Answers:The problem has nothing to do with performance or IP settings. DHCP server is working or they couldn't connect to the corporate network shares.

A user loans his laptop to a collegue for a presentation. When it was returned, the screen image is upside down for the user. Which of the following is the BEST solution for the technician to repair the problem?

Options are :

  • Replace the video card
  • Connect an external monitor
  • Change the screen orientation (Correct)
  • Update the video card drivers

Answer : Change the screen orientation

Explanation Correct Answer:Most systems have a simple keyboard shortcut or applet in the Control Panel to change the orientation.Incorrect Answers:The video card drivers are installed properly.An external monitor will not allow you to adjust the orientation; it will display the same.The video card is working properly.

A turnstile is an example of which of the following forms of physical security?

Options are :

  • Biometrics
  • Mantrap (Correct)
  • Cipher lock
  • Entry control roster

Answer : Mantrap

Explanation Correct Answer: Mantrap is correct. Mantrap, or sally port, use a mechanical device to stop access. Incorrect Answers:Biometrics uses a physical characteristic for identification. Two sets of interlocking doors is most common.Cipher locks are a keypad physical security system that requires a code for entry. Entry control rosters are is a physical system where one must be verified to a security roster before being permitted to enter a secure facility.

No matter what a technician is doing on a local system, if he sees the error "Access is Denied," what is the first issue he should consider?

Options are :

  • His account isn’t listed on the Local Security Policy.
  • He needs to be a Power User.
  • He hasn't logged in with his correct password.
  • He lacks the necessary permissions. (Correct)

Answer : He lacks the necessary permissions.

Explanation Correct: He lacks the necessary permissions.This is a generalized question, so think broadly here. In general, "Access is Denied" means the user lacks the necessary permission to do whatever he is attempting to do. This could be accessing a folder, installing an application, or clearing a print queue (for a few quick examples).Incorrect:All accounts are "listed" on the Local Security Policy. Listed is a meaningless term. If this question said, "He isn’t allowed to do that action per the Local Security Policy," then this answer might have some weight, but as it stands, it's incorrectPower Users do have some permissions regular users don’t have, but it doesn’t cover enough. If this answer said, "He needs to be a local administrator," then it might be correct.No one can even log onto a computer without using the correct password. This is a totally silly answer.

Which of the following symptoms is indicative of a misconfigured BOOT.INI file?

Options are :

  • Error at boot: "NTLDR is missing"
  • Error at boot: "No boot device present"
  • Windows boots into Safe Mode only.
  • Error at boot: "Windows could not start" (Correct)

Answer : Error at boot: "Windows could not start"

Explanation Correct:Error at boot: "Windows could not start." BOOT.INI's main job is to point to a valid copy of Windows, usually stored in a folder called \WINNT or \WINDOWS. If BOOT.INI doesn't point out a valid copy, this is the error you'll get.Incorrect:Error at boot: "NTLDR is missing." Your Master Boot Record points to NTLDR. If there's a problem with the MBR, if it's corrupt or if the boot order is incorrect, then you'd get this error.Error at boot: "No boot device present". This happens when the BIOS is pointing to a drive that has no bootable partitions.Windows boots into Safe Mode only. While many issues may cause this to happen, if you're able to boot into Safe Mode, you have a bootable copy of Windows and your BOOT.INI is fine.

What command is used to type, or paste recovery commands directly into a Linux box?

Options are :

  • Restore/snapshot
  • Backup/time machine
  • Shell/terminal (Correct)
  • Command/cmd

Answer : Shell/terminal

Explanation Correct Answer:Shell/terminal Shell is the Linux program that processes commands and returns the output. Terminal is a wrapper program which will run a shell. Either of these will allow you to use commands in the Linux box.Incorrect Answers:Backup/time machine are utilities that allow you to restore your hard drive.Command/cmd are command line tools that open a DOS window.Restore/snapshot are tools designed to revert files to a previous version.

How do you run a command at the Windows Vista command-line interface with elevated or administrative privileges?

Options are :

  • When prompted, enter a valid root or supervisor password.
  • Right-click a command-prompt shortcut and then select Run as PowerUser.
  • Enter an elevated username and password at the command prompt.
  • Right-click a command-prompt shortcut and then select Run as administrator. (Correct)

Answer : Right-click a command-prompt shortcut and then select Run as administrator.

Explanation Correct:Selecting Run as administrator gives you administrative rights in any program in Windows Vista.Incorrect:Enter an elevated username and password at the command prompt: You can try this, but since it won't ask you for either, it won't work.Right-click a command-prompt shortcut and then select Run as PowerUser: There is no Run as PowerUser option.When prompted, enter a valid root or supervisor password: You won't be prompted, so this doesn't work.

A client's C: drive is badly fragmented and needs to be defragmented. What percentage of the drive must be free to finish the job completely?

Options are :

  • 15% (Correct)
  • 10%
  • 30%
  • 2%

Answer : 15%

Explanation Correct Answer:A volume must have at least 15% free space for defrag to work completely and adequately. Defrag uses this space as a sorting area for file fragments. If a volume has less than 15% free space, defrag will only partially defragment it. To increase the free space on a volume, delete unneeded files or move them to another disk.Incorrect Answers:2%, 10%, and 30% are all either too little or not enough.

Which of the following is the BEST description of Safe Mode?

Options are :

  • Safe Mode uses minimal drivers and all the default settings to aid in troubleshooting. (Correct)
  • Safe Mode enables antivirus applications to safely check the system.
  • Safe Mode enables the Plug and Play options to load safely.
  • Safe Mode limits system changes.

Answer : Safe Mode uses minimal drivers and all the default settings to aid in troubleshooting.

Explanation Correct Answer: Safe Mode aids in troubleshooting by loading Windows with a minimal set of drivers and default settings. Incorrect Answers:None of the other choices are valid.

Which of the following is the maximum number of primary partitions that can be created on a hard drive with FAT32?

Options are :

  • 4 (Correct)
  • 2
  • 6
  • 8

Answer : 4

Explanation Correct Answer:A hard drive can only have a maximum of four primary partitions.Incorrect Answers:All the other answers are wrong.

A user has just purchased a wireless router for their home. Which of the following should be done to best secure the router from unauthorized access? (Select two.)

Options are :

  • Change the security settings on their computer
  • Change router default logins (Correct)
  • Set encryption on the router (Correct)
  • Change the encryption on the computer's wireless adapter
  • Update router firmware

Answer : Change router default logins Set encryption on the router

Explanation Correct Answers:To properly secure a wireless router, you'd want to change the router's default login credentials and also enable encryption for the wireless network. This will go a long way towards keeping out unsavory guests.Incorrect Answers:Changing a computer's security settings won't keep people out of your router any more than locking your car will keep people from coming into your house.Updating a router's firmware is a good idea, but it's not a security measure, as such.I'm not sure what it means to "change the encryption" on a computer's wireless adapter. Don't pick that one!

Which of the following security methods is best used to track access to a server room?

Options are :

  • Key lock
  • Biometric lock
  • Sign-in log (Correct)
  • Mantrap

Answer : Sign-in log

Explanation Correct Answer:A sign-in log keeps track of every one who goes into a server room.Incorrect Answers:A biometric lock is a lock that uses some physical attribute (for example, a fingerprint) to control access to a secure area.A mantrap is a way to keep attempted intruders from escaping.A key lock is just an ordinary lock that uses a key.

After updating the device drivers for a video adapter, a user reports she is only able to view a portion of the screen and the text is very large. Which of the following is most likely the cause?

Options are :

  • Refresh rate set too high
  • Resolution set too low (Correct)
  • Resolution set too high
  • Refresh rate set too low

Answer : Resolution set too low

Explanation Correct Answer:This sounds like a symptom of a low resolution. Set the user's screen resolution higher and her problems should all go away. Her computer problems, that is.Incorrect Answers:The other answers don't describe the problem.

An application has frozen on the screen although other programs are still running. How do you go about removing the frozen program?

Options are :

  • Use the Services Control Panel applet to shut down the program.
  • Use MSINFO to turn off the program.
  • Click the Close button in the application's window.
  • Use Task Manager to shut down the program. (Correct)

Answer : Use Task Manager to shut down the program.

Explanation Correct Answer:The Task Manager can forcibly shut down most errant applications.Incorrect Answers:The Close button cannot force a frozen program to close. The other options cannot control applications at all.

A user is connected to his personal mobile hotspot device at a library for internet access. He notices the display shows two connections, instead of just one. Which of the following actions will prevent only unauthorized access to the device immediately? (Select TWO).

Options are :

  • Add the intruding device to a blocked access list (Correct)
  • Use the hot spot to access the intruder's device.
  • Change the SSID's broadcast name. (Correct)
  • Utilize a WiFi analyzer to identify the intruding device.
  • Turn off the hotspot, and try later to see if the intruder has left.

Answer : Add the intruding device to a blocked access list Change the SSID's broadcast name.

Explanation Correct Answer:It is best to block the device from your access list, but you can also prevent the connection by changing the SSID. Changing the SSID will also cause the intruder's system to lose the connection, but you will need to be certain the intruder does not connect to the new SSID.Incorrect Answers:Using the hot spot to access the intruder's device will not prevent them for the accessing your device.Turning off the hotspot will immedately stop the intruder, however, it also prevents your access.Utilizing a WiFi analyzer to identify the intruder will not prevent the unauthorized access.

A technician arrives to troubleshoot a problem. Which of the following troubleshooting steps should the technician perform AFTER identifying the problem?

Options are :

  • Document findings, actions, and outcomes.
  • Establish a plan of action and implement a solution.
  • Establish a theory of probable cause. (Correct)
  • Verify full functionality and implement preventative measures.

Answer : Establish a theory of probable cause.

Explanation Correct Answer:Figure out what caused the problem in the first place.Incorrect Answers:You can't establish a plan of action without first identifying the problem. Documenting is the last thing in the troubleshooting process. Verifying functionality is to be done right before the documentation.

Which of the following security controls would be an example of the least privilege principle on a home PC?

Options are :

  • Install antispyware on the PC
  • Store all financial data in a separate folder
  • Disable the firewall for online gaming
  • Create a standard user account for kids (Correct)

Answer : Create a standard user account for kids

Explanation Correct Answer:Creating a standard user account for your kids will only give them the privileges that they absolutely need, without enabling them to mess anything up on the PC (hopefully).Incorrect Answers:None of the other answers have anything to do with the principle of least privilege.

Which of the following security threats is best mitigated through proper user training?

Options are :

  • A worm
  • Browser adware
  • Rootkits
  • Social engineering (Correct)

Answer : Social engineering

Explanation Correct Answer:There's no anti-malware software for social engineering attacks. Assigning computer passwords will only go so far unless users are educated about the various types of social engineering attacks.Incorrect answers:Worms, rootkits, and adware are all software threats that can be mitigated most effectively by anti-malware solutions. That's not to say that educating users about safe browsing habits doesn't help, but it's not as helpful as a good anti-malware program.

According to the CompTIA A+ troubleshooting methodology, at what point during the troubleshooting process should you back up the computer?

Options are :

  • When testing the theory to determine cause.
  • When establishing a theory of probable cause.
  • When establishing a plan of action to resolve the problem and implementing the solution.
  • When identifying the problem. (Correct)

Answer : When identifying the problem.

Explanation Correct Answer:When identifying the problem is the best time to do some back ups. Before making any changes to the system, you should always back it up.Incorrect:When you establishing a theory, testing your theory, or implementing a plan of action, you are more likely to be doing some significant changes to their computer. Back up before any of that!

Johan installs a second SATA hard drive into a 32-bit Windows 7 computer to use to store media files. The drive seems functional and shows up during the POST, but he can't find it in Computer. What tool should he use to make the drive useful?

Options are :

  • CHKDSK
  • Disk Management (Correct)
  • Device Manager
  • BOOTMGR

Answer : Disk Management

Explanation Correct:Johan should use Disk Management to partition and format the drive. Then it will show up in Computer. This is true for all modern versions of Windows. Incorrect:Device Manager enables you to install drivers and enable or disable devices. BOOTMGR is an important part of the boot process, managing active partitions. The drive hasn't been set up yet, so not the right tool. CHKDSK is the error-checking tool for Windows, not the partioning and formatting tool.

Which of the following switches should a technician use with the PING command to resolve an IP address to a hostname?

Options are :

  • -f
  • -t
  • -n
  • -a (Correct)

Answer : -a

Explanation Correct Answer:The -a switch resolves IP addresses to hostnames.Incorrect Answers:The -f switch sets the don't fragment flag on the PING packets.The -n switch enables you to set the number of PINGS to send.The -t switch runs PING until you manually stop it.

Which of the following would help during a power outage?

Options are :

  • Power strip
  • Surge suppressor
  • Line conditioner
  • Battery backup (Correct)

Answer : Battery backup

Explanation Correct Answer:A battery backup will provide power to a PC during a power outage.Incorrect Answers:A line conditioner improves the quality of the power going to a device.A power strip splits one power outlet into many.A surge suppressor protects PCs from power surges.

You are about to install a brand new copy of Windows 7 Ultimate 64-bit. What should be your primary concern given the options? (Choose the BEST option.)

Options are :

  • What type of RAM is installed
  • How fast the processor is
  • What type of processor is installed (Correct)
  • How fast your RAM is

Answer : What type of processor is installed

Explanation Correct Answer:The type of processor installed is easily the most important thing here. Is the CPU a 32-bit processor or a 64-bit capable processor? That can be a difference maker on installing your new OS.Incorrect Answers:While concern for CPU speed is valid, it is not as important as the type of CPU being installed. The minimum CPU requirement for Windows 7 is a 1 GHz processor. We have had 1 GHz processors in the mainstream consumer market since the year 2000. So in this instance, the concern for the type of processor is more important than how fast it is.The type or speed of the RAM is not nearly as important as how much RAM you have installed.

Which of the Event Viewer sections records failed hardware events?

Options are :

  • System (Correct)
  • Application
  • Antivirus
  • Security

Answer : System

Explanation Correct Answer:The System section records all problems, like hardware failures, that relate to the system.Incorrect Answers:Application and Security do not record hardware failures.There is no Antivirus section in Event Viewer.

A user reports that her desktop PC shuts down 10 minutes after turning it on in the morning. When the technician moves the PC, it sounds like there are loose parts sliding around in the case. Which of the following is the most likely explanation for the PC shutting down?

Options are :

  • The CMOS battery is bad
  • The hard drive cable has become unseated
  • A memory module has become unseated
  • The heat sink retaining clip has broken loose (Correct)

Answer : The heat sink retaining clip has broken loose

Explanation Correct Answer:If the heat sink has come loose, the CPU will gradually build up heat until the it overheats and shuts off. You'd also hear the heatsink clunking around inside the case, letting you know that something's loose in there!Incorrect Answers:A bad CMOS battery would just result in the CMOS settings resetting to their default values whenever the PC was restarted.An unseated memory module wouldn't cause a PC to randomly shut down.A PC with a disconnected hard drive wouldn't shut down; you just wouldn't be able to access the hard drive in Windows.

Which of the following resources is MOST important for accessing a remote virtual PC while using a Windows PC on your corporate network?

Options are :

  • CPU speed
  • High-speed RAM
  • Network bandwidth (Correct)
  • Maximum drive space

Answer : Network bandwidth

Explanation Correct Answer:You are on a Windows computer and are accessing a server on your network that serves up virtual machines. You need to have a high speed, gigabit network going to load those VMs efficiently.Incorrect Answers:CPU speed and high-speed RAM are both concerns with any virtual environment, but they aren't the biggest concern in this networked scenario.Maximum drive space is also a very important thing to have with a virtual environment. However, you are loading the virtual machine from a network resource. You don’t need to worry about hard drive space at all on your local PC.

A user calls the help desk because an important presentation folder is missing from the desktop of his system. The user is certain the folder was there the previous day. The technician views the properties of the parent folder, and confirms a back up listed on the "Prior Versions" tab. According to the theory of troubleshooting, which of the following is the technician's NEXT step?

Options are :

  • Test the theory to determine casue.
  • Document findings, actions and outcomes.
  • Verify full system functionality and implement preventive measures.
  • Establish a theory of probable cause. (Correct)

Answer : Establish a theory of probable cause.

Explanation Correct Answer:Once you have identified a problem, the next step in troubleshooting theory is to establish a theory of probable cause.Incorrect Answers:Test the theory is incorrect, you need to create the theory first.You cannot document findings, actions and outcomes when you do not have any yet.Verifying the system does not help solve the customer's problem, and since we don't know what happened yet; we cannot implement preventative measures.

Tyrion discovers a computer on his network has been infected with a 0-day virus. Which of the following is the first thing that should be done to the workstation?

Options are :

  • Unplug it from the network (Correct)
  • Document the symptoms of the virus
  • Turn off the computer using the power switch
  • Run an antivirus update and then a full scan

Answer : Unplug it from the network

Explanation Correct Answer:A 0-day virus is a virus that is so new and unheard of that no virus scanner has the definitions to be able to protect against it. The best thing to do when you have a computer that you suspect has a 0-day virus is unplug it from the wall and wait for your favorite antivirus company to come up with a fix.Incorrect Answers:Running the antivirus update and then doing a full scan sounds like a great idea, but since this is a 0-day virus, your virus scanner won't have any clue what to look for. Even the most recent virus definitions will be useless.Turning off the computer using the power switch isn't bad, but it can be harmful to the computer if you abruptly turn it off. Besides, our main goal right now is to quarantine this thing.Documenting the symptoms of the virus would be a great last step. After you have cleaned it, of course.

The part of your hard drive that contains the MBR is called the:

Options are :

  • Extended partition
  • Boot sector (Correct)
  • Logical drive
  • Primary partiton

Answer : Boot sector

Explanation Correct Answer:The boot sector is the location on your drive that holds the partition table and your boot sector.Incorrect Answers:All information regarding your partitions, including where your primary partitions, extended partition, and logical drives begin and end are all listed in your partition table, which resides in the boot sector.

While working on a user's computer at work, you discover inappropriate content. What should you do?

Options are :

  • Report back to your supervisor and wait for instructions. (Correct)
  • Check for viruses.
  • Remind the user of the appropriate use rules.
  • Ignore it.

Answer : Report back to your supervisor and wait for instructions.

Explanation Correct:The question uses the word "user" instead of "customer." This implies the person in question—the "user"—is a fellow employee and you're an I.T. person for that company.Report back to your supervisor and wait for instructions. Given that this person works for the same company as you, you report it. If this was a customer, you would ignore it.Incorrect:Check for viruses: This might be a good idea after the powers that be decide what to do.Remind the user of the appropriate use rules: It's not your job to act as a rules enforcer.Ignore it: Only if this is a customer, not a fellow employee—and it isn't illegal.

A customer reports that after a technician cleaned up a rogue anti-virus program, the customer cannot browse the Web. Which of the following should the technician check to resolve the situation?

Options are :

  • User privileges
  • Browsing history
  • Firewall settings
  • Proxy settings (Correct)

Answer : Proxy settings

Explanation Correct Answer:Some viruses change a computer's proxy settings to use a proxy server controlled by the virus' creator.Incorrect Answers:A computer's browsing history won't have any affect on the ability to browse the Web.It's unlikely that a virus would change a computer's firewall settings to be more restrictive. If anything, you would expect a virus to turn off the firewall.Changed user privileges wouldn't prevent Web browsing.

William's system is locking up during Windows boot. He reboots and presses F8 to bring up the boot menu and then selects "enable boot logging" In what file will the results be stored?

Options are :

  • winlog.txt
  • logfile.txt
  • ntbtlog.txt (Correct)
  • winntlog.txt

Answer : ntbtlog.txt

Explanation Correct:ntbtlog.txt. Windows writes the results of boot logging into the ntbtlog.txt file. You usually have to boot into safe mode to read the file (since you're probably still having boot problems).Incorrect:The other three file names do not exist in Windows.

A user is operating a virtual machine and discovers it has been infected with malware. Which of the following applies?

Options are :

  • The VM can be shut down with no harm to the host PC (Correct)
  • The VM will crash and cause irreparable damage to the host PC
  • The host computer will quarantine the VM automatically
  • The host computer will automatically delete the VM

Answer : The VM can be shut down with no harm to the host PC

Explanation Correct Answer:You can shut down an infected VM without fear of it harming anything on the host PC.Incorrect Answers:The host PC won't automatically delete or quarantine an infected VM.An infected VM won't cause damage to a host PC.

An administrator is in a Remote Assistance session, sharing a user's desktop. While trying to map a shared network drive for the user, an 'access denied" error is encountered while using the user's credentials. Which of the following should be the administrator's NEXT step?

Options are :

  • Use the fully qualified domain name of the share
  • Ensure the user's account is not locked out
  • Open the location with administrator privileges (Correct)
  • Try mapping with a different drive letter

Answer : Open the location with administrator privileges

Explanation Correct Answer:Opening the location with their administrator privilege is the correct answer. Operating systems have options that allow adminstrators to offer their administrator credentials to permit access that the regular user may be denied.Incorrect Answers:The user is not locked out, the network is denying the user access to the shared drive.Providing the full domain name of the share will not allow access to a user.The user cannot map a drive letter to a resource that they are not permitted to utilize.

How might you describe GPS to a user that just got their first smart phone?

Options are :

  • A device that measures acceleration.
  • A network of satellites used to give location information to devices with the proper receiver. (Correct)
  • A wireless standard used to connect devices in a SOHO environment.
  • A wireless standard used for short-ranged communications between devices or peripherals.

Answer : A network of satellites used to give location information to devices with the proper receiver.

Explanation Correct Answer:GPS is a global network of satellites used to give location information to devices with the proper receiver.Incorrect Answers:An accelerometer is a device that measures acceleration.Bluetooth is a wireless standard used for short-ranged communications between devices or peripherals.WiFi is a wireless standard used to connect devices in a SOHO environment.

A PC is running slower than usual. Which of the following tools would best diagnose the possible bottleneck?

Options are :

  • Task Scheduler
  • Device Manager
  • CHKDSK
  • Task Manager (Correct)

Answer : Task Manager

Explanation Correct Answer:Using the Task Manager, you can see if any processes are taking up an inordinate amount of your system's resources. Incorrect Answers:CHKDSK is used to scan a PC's file system and fix any errors.Device Manager is used for dealing with devices and their drivers.Task Scheduler is used to automate routine system tasks.

When securing a new wireless router, which of the following should be changed first?

Options are :

  • Default SSID
  • Radio power levels
  • Default password (Correct)
  • DHCP settings

Answer : Default password

Explanation Correct Answer:Changing the default password will prevent others from getting into your router and messing around. Default passwords are well-documented and provide basically no security.Incorrect Answers:You'll probably want to change your SSID, but change the router password first!Changing radio power levels or DHCP settings has no effect on security.

Which of the following is a new feature of iOS 5?

Options are :

  • Ability to perform untethered updates (Correct)
  • Ability to run native PC applications
  • Ability to dual boot the Android OS
  • Ability to perform iTunes backups

Answer : Ability to perform untethered updates

Explanation Correct Answer:iOS 5 can perform wireless (or untethered) updates. You can finally just throw your computer in the trash.Incorrect Answers:iOS cannot dual boot Android or run PC applications.iOS has always been able to perform iTunes backups.

You are a technician and you receive a call from a local business that reports that their server is rebooting at random times. After looking over their equipment you notice that the server is plugged into a surge supressor which is then plugged into the nearest wall outlet. After further inspection, you notice that there is also WiFi equipment, a portable humidifier, and a small window mounted air conditioner in the room. The server logs show no errors causing the reboots. What is MOST likely causing these random reboots?

Options are :

  • The humidifier is creating too much humidity causing ESD.
  • There is interference between the WiFI equipment and the server.
  • When the air conditioner and humidifier run simultaneously they cause a power drop. (Correct)
  • When the humidifier comes on, it creates a surge, causing a reboot.

Answer : When the air conditioner and humidifier run simultaneously they cause a power drop.

Explanation Correct Answer:When the air conditioner and humidifier run simultaneously they cause a power drop. You need to put your server on its own circuit to prevent these power drops from happening.Incorrect Answers:A humidifier coming on shouldn't cause a surge. That's the job of a lightning storm.The humidifier is in this room to add humidity in dry environments. They are used to prevent ESD, not cause it.WiFi won't interfere with your network server.

Which of the following could be considered a best practice in IT?

Options are :

  • Following up with a customer to verify satisfaction (Correct)
  • Offering all possible choices to a customer
  • Always suggesting the fastest route to fix the problem
  • Always suggesting the least expensive option

Answer : Following up with a customer to verify satisfaction

Explanation Correct Answer:Following up with a customer is a great way of both ensuring that the customer is satisfied (and is, therefore, more likely to be a repeat customer) and verifying that your fixes worked like you wanted them to.Incorrect Answers:Suggestion the fastest route to fix the problem is a great idea, but techs are more often in a position simply to perform the fastest fix, whereas you always want to follow up.Suggesting the least expensive option seems great, but the least expensive option isn't always the best option.Because most computer problems can be fixed any number of ways, offering all possible choices to a customer may in fact be impossible. Do you suggest every single brand of RAM when a replacement becomes necessary? Do you go over the pros and cons of every single antivirus program with a customer? Using your expertise to narrow down the suggested options is part of being a tech.

The two primary Operating Systems for mobile phone devices are:

Options are :

  • iOS and Android (Correct)
  • Cyborg and Mac
  • Vista and OSX
  • Lion and Chrome

Answer : iOS and Android

Explanation Correct Answer:iOS is the Apple mobile device operating system, and Android is owned by Google.Incorrect Answers:Lion, Chrome, Vista, and OSX are all software, but not operating systems for mobile devices. Mac is a type of computer from Apple, and Cyborg is made up.

The year is 2000. You've just taken a job in San Francisco, and you're moving to an area under constant threat of brownouts. What device should you take with you to protect against these power sags?

Options are :

  • UPS (Correct)
  • Surge suppressor
  • HVAC system
  • Power strip

Answer : UPS

Explanation Correct Answer:An uninterruptable power supply enables your computer to keep working even when the power goes down. You wouldn't want to run off a UPS for very long, but it at least provides you with the opportunity to save your work before shutting down.Incorrect Answers:HVAC stands for heating, ventilation, and air conditioning. This won't help you out in a brownout.A surge suppressor doesn't help when the power sags, but when the power, you know, surges.A power strip just splits one outlet into many. Not what you need, exactly.

A technician is tasked with changing the account lockout threshold to 30 minutes in Windows 7. Which of the following should the technician use to accomplish this task?

Options are :

  • User Access Control
  • Users and Groups
  • Windows Security Center
  • Local Security Policy (Correct)

Answer : Local Security Policy

Explanation Correct Answer:The Local Security Policy tool enables you to configure many different secuirty features for a local machine, one of which is the account lockout threshold.Incorrect Answers:User Access Control is a feature introduced in Vista that attempts to prevent malicious software from installing itself or anything else.The Windows Security Center is a centralized location where you can check the status of your anti-malware software, Windows Firewall, and Windows Update.Users and Groups is where you control user permissions in Windows.

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