IT Essentials Chapter 4 V5.0 Answers

1. What is part of creating a preventive maintenance plan?

performing hardware upgrades

performing a forensic audit of security breaches

documenting the details and frequency of each maintenance task

discarding all replaced parts


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

to create a centralized database of possible problems

to use the information for marketing purposes

to keep track of parts that are ordered

to use the information to aid in solving the problem


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

Remove the top of the drive enclosure.

Send the drive to an authorized repair depot.

Insert a pin into the small hole on the front of the drive.

Use a small screwdriver and pry the drive door open.


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

hard drive


power supply



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

replacing the hard disk with a faster model

upgrading to a faster CPU

replacing the video card with a model that has a DVI output

adding more RAM


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

Windows operating system files

BIOS system file

Internet Explorer favorites files

driver files for the hard disk

documents that are created by the customer


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

Record the new license number in the log.

Download advanced antivirus software from another vendor.

Run a full virus scan on the computer.

Review the Event Viewer for the date and time that the last software update was performed.


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

The hard disk is failing.

The RAM is malfunctioning.

The CPU experiences overheating.

The power supply fails to provide adequate voltage and current.


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

The monitor cable is faulty.

The saved CMOS settings are set to use the built-in video adapter.

The PC does not have enough RAM to support the new video card.

The new video card is not compatible with the CPU in the PC.


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

The RAM modules were not seated firmly.

The RAM modules were inserted backwards into the DIMM slots.

The RAM modules did not match the PC specs.

The RAM modules have bad blocks.


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

the easiest and most obvious

those chosen by random selection

the most complex and difficult to diagnose

those the customer believes to be the most important


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

The CPU needs to be overclocked.

The operating system needs to be patched.

The CMOS battery is loose or failing.

The motherboard clocking crystal is damaged.


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

Establish a new theory of probable causes.

Document each test tried that did not correct the problem.

Test all remaining possible causes starting with the most complex.

Use a top down approach to isolate the cause of the problem.

Randomly replace components one at a time until the problem is solved.


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

a dusty CPU fan

a loose PATA cable

loose case screws

bent drive cable pins

unseated adapter cards


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

BIOS diagnostics

a multimeter

the computer repair history log

a loopback plug

the computer manual


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

Install a new hard disk as the primary disk, then make the current disk a slave.

Perform file restore from the existing backup copy at the logical partition.

Run the CHKDSK utility.

Back up the user data to a removable drive.


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

Develop and install forensic tracking software.

Perform an audit of all software that is installed.

Remove dust from intake fans.

Back up the data, reformat the hard drive, and reinstall the data.


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

cable connectors

power supply


heat sink



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

Blow compressed air on cooling fans so that they will spin when dust is being removed.

Hold cans of compressed air upright while spraying.

Use window cleaner on LCD screens.

Remove the CPU before cleaning.

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

Test the theory to determine the cause.

Verify full system functionality and, if applicable, implement preventive measures.

Establish a theory of probable cause.

Document findings, actions, and outcomes.

Establish a plan of action to resolve the problem and implement the solution.

Identify the problem.

21. Which task should be part of a software maintenance routine?

Check for and secure any loose cables.

Remove dust from the power supply.

Defragment the hard drive.

Back up the data, reformat the hard drive, and reinstall the data.


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

the wind

the rough terrain

the humidity

the temperature

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