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A+ Chapter 12 Supporting Customers and Troubleshooting Windows Flashcards | StudBud
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A+ Chapter 12 Supporting Customers and Troubleshooting Windows
A+ Chapter 12 Supporting Customers and Troubleshooting Windows
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Computer A+ Supporting Customers and Troubleshooting Windows
Flashcards
24 cards
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Questions
24
Answers
1
What is software designed and written to help solve problems?
Device Manager
Ticket Management Software
Call tracking software
Expert System
2
While examining a system, where are good places to look for clues to application errors?
Reliability Monitor
BIOS
Action Center
Event Viewer
3
What command prompt command can be used to eliminate the hard drive as the source of an error?
sfc /scannow
chkdsk /r
rstrui
mdsched
4
What is the third step in troubleshooting?
Interviewing the user and backing up data
Testing your theory
Examining the system
Making a good guess
5
What command prompt command can be used to view currently running processes?
taskshow
taskkill
tasklist
listproc
6
What is the first step in troubleshooting?
Interviewing the user and backup data
Testing your theory
Making a good guess
Examining the system
7
What boot option allows the computer to boot with basic drivers, and no extra applications?
Safe Mode
Repair Mode
Easy Mode
Compact Mode
8
What command prompt command can be used start the Restore Utility?
rstrui
chkdsk /r
mdsched
sfc /scannow
9
What Windows utility verifies file signatures?
System Restore
System File Checker
Check Disk
Defragmentation
10
What mode lets the computer run an application simulating an older version of Windows?
Simulation Mode
Convert Mode
Compatibility Mode
Safe Mode
11
Sending a ticket to technical support higher in the chain is known as what?
Escalation
Quarantining
De-Escalation
Resolving
12
What is software designed to track a history of customers IT problems and their solutions?
Device Manager
Expert System
Ticket Management Software
Call tracking software
13
What is the correct order of troubleshooting?
Verify, document, examine, interview, test, plan and fix
Plan and fix, test, verify, document, interview, examine
Interview, examine, test, plan and fix, verify, document
Document, examine, interview, test, plan and fix, verify
14
What tool can be used to look for errors with memory?
Performance Monitor
Memory Diagnostics
System File Checker
Reliability Monitor
15
What is the regsvr32 application also known as?
System File Checker
Activation Server
Component Services (COM+)
Registration Server
16
What command prompt command can be used check your RAM?
sfc /scannow
mdsched
chkdsk /r
rstrui
17
What tool can be used to look for errors with applications or hardware that happen over time?
Reliability Monitor
Memory Diagnostics
Performance Monitor
System File Checker
18
What best describes a record of a repair request that is used to track what has been done
Call
Control Document
Ticket
Software Request
19
When should you escalate a problem?
When the problem is fixed
Before getting customer contact information
When you lack access to more extensive resources
During your initial contact with the customer
20
What command prompt command can be used to register a dll to an application?
tasklist
net view
net user
regsvr32
21
What tool can be used to monitor the computer in real time with "flags"?
Performance Monitor
Memory Diagnostics
Reliability Monitor
System File Checker
22
What command prompt command can be used to end a running processes with a PID?
taskshow
taskkill
listproc
tasklist
23
When dealing with irate customers you should:
Listen and Acknowledge the problem
Blame others
Defend yourself
Offer to call back at a later time
24
What is the second step in troubleshooting?
Interviewing the user and backing up data
Testing your theory
Examining the system
Making a good guess
