Preventative Maintenance and Troubleshooting - IT Essentials

Question 1

Which two issues are primarily related to cables inside a PC? (Choose two.)

Accepted Answer

crimping, bentpins

Question 2

Which task should be part of a hardware maintenance routine?

Accepted Answer

Check for and secure any loose cables

Question 3

User notices HD LED on front of the PC stopped working. However, PC seems to be functioning normally. What likely cause?

Accepted Answer

The hard drive LED cable has come loose from the motherboard

Question 4

Tech is performing hardware maintenance of PCs at construction site. What task should tech perform as prevention?

Accepted Answer

Remove dust from intake fans

Question 5

What component is most suspect if a burning electronics smell is evident?

Accepted Answer

Power supply

Question 6

What are two effects of not having a preventive maintenance plan for users and organizations? (Choose two.)

Accepted Answer

increased repair costs, increased downtime

Question 7

Can you reproduce the problem?

Accepted Answer

Close-Ended question

Question 8

What is the best way to determine if a CPU fan is spinning properly?

Accepted Answer

Visually inspect the fan when the power is on to ensure it is spinning

Question 9

Document findings, actions, and outcomes

Accepted Answer

Step 6

Question 10

Which step is important to help avoid repeating repair processes performed previously?

Accepted Answer

documentation of the problem and its solution

Question 11

Establish a theory of probable cause

Accepted Answer

Step 2

Question 12

When troubleshooting PC, where can tech find updated info on errors caused by the system, the user, or the software?

Accepted Answer

Event Viewer

Question 13

Tech troubleshoots 4yr old PC that takes forever to boot and sees BIOS rediscovers hardware each boot. What would fix?

Accepted Answer

Replace the CMOS battery

Question 14

Has anyone else used your computer recently?

Accepted Answer

Close-Ended question

Question 15

What is the next step after a possible solution is implemented during a troubleshooting process?

Accepted Answer

Verify the full system functionality and apply maintenance procedures

Question 16

During what step does tech show how solution corrected the problem?

Accepted Answer

Document the findings, actions, and outcomes

Question 17

After a problem is identified, what is the next step for the troubleshooter?

Accepted Answer

Establish a theory of probable causes

Question 18

Are you currently logged into the network?

Accepted Answer

Close-Ended question

Question 19

Client asks for solution to printer problem beyond your knowledge level. What should you do?

Accepted Answer

Gather as much information as possible and escalate the problem

Question 20

Which types of data should be backed up before troubleshooting a PC? (Choose two.)

Accepted Answer

Internet Explorer favorites files, Documents that are created by the customer

Question 21

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

Accepted Answer

to use the information to aid in solving the problem

Question 22

Journal

Accepted Answer

descriptions of problem and possible solutions that have been tried

Question 23

History of Repairs

Accepted Answer

Refer to these to avoid repeating steps and determine what needs done next

Question 24

PC won't boot. RAM is suspected and put in another PC which boots fine. RAM then boots fine in the first PC as well. Why

Accepted Answer

The RAM modules were not seated firmly

Question 25

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

Accepted Answer

reduction in the number of equipment failures, extension of the life of components, improvement in data protection

Question 26

Have you received any error messages on your computer?

Accepted Answer

Close-Ended question

Question 27

PC has unresolved issue. Tech sees OS updates disabled and re-enables, installs missing updates, ensures boot. What next

Accepted Answer

Document the findings, actions, and outcomes

Question 28

What is a primary benefit of preventive maintenance on a PC?

Accepted Answer

It extends the life of the components

Question 29

Tech performs corrective actions. Some actions didn't solve problem but eventually solution was found. What to document?

Accepted Answer

everything that was done to try to solve the problem

Question 30

User says PC won't turn on. Tech leads caller through checking cables and power lights. Which troubleshooting step this?

Accepted Answer

Identify the problem

Question 31

What problems are you experiencing with your computer or network?

Accepted Answer

Open-Ended question

Question 32

Notes

Accepted Answer

allows a tech to determine work performed on a PC in the past

Question 33

Identify the problem

Accepted Answer

Step 1

Question 34

If tech unable to create backup, what 3 pieces of info should be included on liability release form signed by client?

Accepted Answer

a release from liability if data is lost or corrupted, a description of the work to be performed, permission to work on the computer without a current backup available

Question 35

Client says opening a large doc is taking longer than usual. The support tech suspects a fault in HD. What's next to do?

Accepted Answer

Perform the disk cleanup procedure

Question 36

13°-80° °F, 40% humidity, low noise, rough terrain, 45 mile/hr. winds. Which is likely to affect Laptop?

Accepted Answer

the temperature

Question 37

Editing software is installed. Tech notices slow response when app loads and HD LED flashes constant. What is solution?

Accepted Answer

adding more RAM

Question 38

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

Accepted Answer

Step 4

Question 39

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

Accepted Answer

Step 5

Question 40

What hardware changes have been made recently to your computer?

Accepted Answer

Open-Ended question

Question 41

After checking manuals, tech applies series of solutions that resolve a problem. What is next step in troubleshooting?

Accepted Answer

Verify the solution and confirm full system functionality

Question 42

Online Forums and Chat Sites

Accepted Answer

place to view Q & A to PC related issues they have encountered

Question 43

Which task should be performed on a hard drive as part of a preventive maintenance plan?

Accepted Answer

Ensure cables are firmly connected

Question 44

Client reports each time PC is started, it locks up after 5 mins. What is the most likely cause?

Accepted Answer

The CPU is overheating

Question 45

What were you doing when the problem was identified?

Accepted Answer

Open-Ended question

Question 46

User opens a ticket bcs PC clock keeps losing the time. What is the most likely cause of the problem

Accepted Answer

The CMOS battery is loose or failing

Question 47

What software has been installed on your computer recently?

Accepted Answer

Open-Ended question

Question 48

What should a tech do before beginning any troubleshooting steps on a customer computer?

Accepted Answer

Perform a data backup

Question 49

Which step would a tech do more research on the Internet or within the PC manual to solve an issue

Accepted Answer

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

Question 50

Client reports antivirus can't update. Support tech notices license expired. New license is added. What's next?

Accepted Answer

Run a full virus scan on the computer

Question 51

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

Accepted Answer

Preventive maintenance helps protect PC against future problems

Question 52

client reports display is distorted. Tech checks manufacturer website and downloads latest video driver. What's next?

Accepted Answer

Open a video editing application to verify the video performance

Question 53

Test the theory to determine the cause

Accepted Answer

Step 3

Question 54

Have you changed your password recently?

Accepted Answer

Close-Ended question

Question 55

Which three benefits result from doing frequent preventive maintenance on desktop PCs? (Choose three.)

Accepted Answer

less computer downtime, fewer security breaches, longer equipment life

Question 56

Which procedure is recommended when cleaning inside a computer?

Accepted Answer

Hold CPU fan to prevent it from spinning and blow it with compressed air

Question 57

What four tools would be required by a technician when performing preventive maintenance on a desktop PC? (Choose four.)

Accepted Answer

a) screwdriver, lint-free cloth, can of compressed air, anti-static wrist strap

Preventative Maintenance and Troubleshooting - IT Essentials

Questions 57

Preventative Maintenance and Troubleshooting - IT Essentials

Questions 57