Questions and Answers
 Which of the following error messages might you
1. You are working for a small business as a computer
tech. You notice that one of the users keeps shutting
her computer down by pressing the power button,
instead of using the shut down process of the operating
system. You inform the user that this is not a good
practice because? (choose 2)
A. Over time it could cause component failure
B. Power surges to components could cuase damage
C. It takes time for the power supply to recharge
D. It could damage the monitor
 
2. What are the two ways hardware can fail?
A. Electronically
B. Statically
C. Physically
D. Sonically
 
3. Sally complains that her laptop is overheating, even
though all the internal cooling systems are working
properly. What suggestions could you make to her, that
would help her situation?
A. Don't leave her laptop on for extended periods of
time
B. Buy a cooling pad for laptops
C. Install a liquid cooling system
D. Buy a new laptop
 
4. When determining if the problem is related to
hardware or software, Which of the following is one of
the most important questions to ask?
A. Is the computer plugged in
B. What operating system are you using
C. Have you recently installed any new hardware or
software
D. Does the monitor work
 
5. If the mouse pointer moves intermittently on the
screen but has not failed altogether, which of the
following troubleshooting steps should you take?
A. Check its connection to the port
B. Clean the mouse
C. Reinstall the drivers
D. Check for a conflict with the modem
 
6. Billy complains that his computer is giving excessive
error messages, the file names and folder names are
garbled, and there is an odd noise coming from his
tower. What do you suspect as the problem?
A. The ram chips
B. The power supply
C. The hard drive
D. The operating system
7.  15. What does and error code of 1xx displayed on the
Which of the following error messages might you
receive when there is a problem with ram? choose all
that apply.
A. Memory address error
B. Memory test fails
C. Cmos error
D. Memory parity error at xxx
8.
receive when there is a keyboard problem? choose all
that apply.
A. Checksum error
B. Kb/interface error
C. Gate A20 failure
D. Fix keyboard 0 failure
 
9. What does a checksum error represent?
A. A problem with ram
B. A problem with the operating system
C. A problem with the hard drive
D. A problem with cmos
 
10. What does a fixed disk 0 failure represent?
A. A problem with the hard drive
B. A problem with the operating system
C. A problem with cmos
D. A problem with the floppy drive
 
11. A client calls and asks your a question about flashing
their bios. What information and advice should you
instruct them to obtain before doing this? choose all
that apply.
A. Check to see which version of bios you have
B. Check the manufacturer's website for updates on the
version you have
C. Always use third party software to flash your bios
D. Check and write down the model number of your
computer and other important information
 
12. Which of the following could be used to fix a
windows start up problem? choose all that apply.
A. Use last know good configuration
B. Use safe mode
C. Use cmos to change settings to default
D. Use a bootable disk from an earlier version of you
operating system
 
13. A user complains that his pc crashes during windows
xp start up. Which of the following would you suggest
for him to correct the problem?
A. Change his cmos settings
B. Enable vga mode from windows advanced options
C. Use last known good configurations
D. Use check disk utility
 
14. What does an error code of 17xx displayed on the
screen indicate?
A. A keyboard error
B. A hard disk error
C. A display error
D. A system board error
screen indicate?
A. A keyboard error
B. A hard disk error
C. A display error
D. A system board error
 
16. What does an error code of 3xx displayed on the 24. A user complains that they can not hear any sound
screen indicate? on their computer. What are some simple things you
A. A keyboard error should consider concerning this problem? choose 2
B. A hard disk error A. Defective graphics card
C. A display error B. Bad cable connection
D. A system board error C. Volume not up on the monitor
  D. Power cable to speaker not connected
17. What does an error code of 6xx displayed on the  
screen indicate? 25. You are called to a small business using a wireless
A. A keyboard error router running on an 802.11a standard. You notice the
B. A hard disk error router is in one room and the access point is in another
C. A floppy drive error room about 100 feet away. The manager explains they
D. A system board error are having trouble connecting to the network. What is
  the problem?
18. Which of the following could help you fix A. The router is defective
intermittent pc problems? choose all that apply. B. The router is to far away from the access point
A. Use system restore C. The access point is defective
B. Perform a clean boot D. There is too much interference from outside
C. Use checksum utility machines
D. Use undo recent changes option
  26 Which of the following could cause a computer to
19. A client complains that his cd-rom seems to vibrate run slow? Choose all that apply.
and has a hard time playing his favorite cd. What is
Malfunction in the hardware
most likely the problem?
A. Defective cd-rom Corrupt programs running
B. The tray on the cd-rom is defective
C. The cd is defective Viruses
D. The cd- rom's spindle is defective To much memory added
 
20. Barry complains his dvd burner is not burning at its 27. A user complains that her computer is suddenly
maximum speed because it takes forever to burn a disk. running slow and it was not like that yesterday. She
What are some simple things you can do to correct this explains she has not downloaded or installed any new
problem? choose 2 software recently and this problem happened only one
A. Replace the dvd burner time before. Which of the following might you suspect?
B. Perform firmware update
C. Enable dma A program trying to hog all the processes
D. Overclock the media
Her hard drive is corrupt
 
21. Sally complains that her computer has changed the She has a cmos virus
drive letters and she does not understand why. What
should you suspect, based on what sally has told you? Her operating system is corrupt
A. The hard drive is about to crash
B. The operating system is corrupt 28. Sam complains he is having problems with his touch
C. She has recently added or removed a storage device pad on his notebook. The pointer works sometimes and
D. Her system has a virus other times it is all over the screen. Which of the
  following should you consider? choose all that apply.
22. A client complains after doing some routine cleaning Replace the touch pad
and maintenace inside the case, her hard drive does not
seem to spin up when she boots her system and she Clean the touch pad
gets fixed disk error messages. What is the first thing Is the device configured properly
you should suspect the problem is?
A. A loose 34 pin ribbon cable Was and external mouse connected when the
B. A loose molex connector notepad was first booted
C. Esd
D. Hard drive failure 29. This message indicates that the MBR is ok while the
  boot sector is bad or not found?
23. Larry complains that he is having a problem playing
Error loading operating system
some of his older games on his windows xp system.
What utility could help solve the problem? Invalid partition table
A. Program compatibility wizard
B. Setup wizard Missing operating system
C. Install/uninstall wizard A disk read error occurs
D. Zip wizard
 
30. When running disk management and receive this 36. You have just finished working on a system. You
status message "online errors", it could mean? reboot the system and receive the following error
message "?????" and the system hangs. What should
Disk operating normally
you suspect? choose 2
The os detected i/o errors with the disk
Bad memory chip or card
Disk is functional but missing a valid signature
Operating system file corrupt
The system recognizes the disk as functional with a
Add-on memory card
valid signature, but lacks a record of it
Hard drive partition corrupt
31. A client calls and complains that he has recently
moved and when he hooked his system back up, the pc 37. You power up your system and receive a non system
powered up and for a split second everything was disk or disk error message. Which of the following could
operating properly, then all of a sudden his monitor cause the problem? choose 2
went black. The power light was still on for the monitor.
A non system disk in floppy drive
What do you suspect might be the problem?
Corrupt operating system
Video card
Missing dos system file from hard disk
Operating system
Hard disk corrupt
Ram
Hard drive 38. Jerry complains that he has replaced his cpu and
made some adjustments to it, but after he put the
32. Mr. Sims complains that his date and time on his system back together and tried to boot the system up,
computer keeps messing up. He has reset it many times, the system did nothing at startup. Which of the
but every time he boots his system up, it is always following could be the problem? choose the best
wrong again. Which of the following could cause the answer
problem? choose 2
Defective system board
Ram failure
Cpu speed is set too fast for cpu
Cmos ram chip failure
Defective external cache chip
Cmos battery
Defective power supply
Cmos settings are incorrect
39. A client complains that his keyboard is locked and
33. What error message range do video display errors inactive. The rest of his system seems ok. Which of the
show? choose all that apply. following could cause the problem? choose all that
apply.
4xx
A old or wrong keyboard bios
24xx
A bad keyboard cable connection
6xx
Power supply to the keyboard missing
5xx
Keyboard configuration missing from the os
34. From the following, what could cause a display that
is wiggly,pulsing,blurred, too large or small and causes 40. Sally complains there is a high pitched noise that
the screen to flicker or shrink? choose all that apply. occurs when she turns her computer on and starts
booting up. Which of the following could be the cause?
Monitor interference from nearby equipment
choose 2
Video adapter interference from nearby pc cards
The cpu fan is too cold
Unstable power supply in the monitor
The cooling fan is too oily
Esd to the monitor's power button
Heads have crashed on the hard drive
35. What do memory errors range in? Anti static wiper on the spindle is defective of the
hard drive
3xx
6xx
16xx
2xx
41 What should you suspect if you have a drive that fills
up too fast? choose 2
Defective drive electronics
Large cluster sizes
Drive partitioning wrong
Cmose settings are mis configured
42 Jimmy complains of increasing occurances of data
errors and when he runs chkdsk it indicates that there
are several bad clusters. Which of the following could
be the cause? choose all that apply.
Disk surface damage
Read/write heads damage
Insufficient ram
Power supply inadequate
43. A client complains that he is having problems with
his cd-rom. He says it sounds like the drive is spinning
out of control. Which of the following could cause the
problem? choose all that apply.
Defective spindle in the cd rom
Defective hub lock
Worn hub hole in disk
Optical reader defective
44. Sara complains she hears a clicking noise coming
from her monitor when she turns it on. Which of the
following could cause the problem? choose all that
apply.
Magnetic interference
Esd damage
Improper video adapter settings
Electromagnetic switches inside the monitor going
bad
45. A defective professional graphics controller (pgc) or
professional graphics adapter (pga) video adapter will
disply which of the following error messages?
38xx
30xx
39xx
40xx
46. Larry complains that there is no output from his
printer. Which of the following could cause the
problem? choose all that apply.
Printer port failure
Improper cable connection
Paper jam
Faulty software setup
47. A client complains that there company's printer is
not printing properly. He states that when the printer is
printing a job there are pages missing and sometimes
wrong number of pages from the job. Which of the
following do you suspect? choose all that apply.
Form feed was not sent to close out the document
Print heads are failing
Software and printed output with conflicting lines
Software and printer with dissimilar line feeds
48. What is the easiest way to correct a problem on a
user's workstation?
Reboot the computer
Reinstall the os
Reconfigure the workstations hardware settings
Create a new user profile
49. Which areas of the network are good places to start
your troubleshooting?
Eliminate user error on the workstation
Check the network cable
Check the power cable
All of the above
50. After a recent reorganization in which many people
moved their computers to new offices, a workstation is
not functioning properly. The network is a 10baseT
Ethernet network with work groups arranged in hubs.
Which of the following is likely the problem? choose 2
The hub is faulty
The nic is using the wrong drivers
A cable has been damaged
The workstation isn't connected to the network
51. A user contacts you to report an application error on
his workstation. Which of the following could you use to
isolate the problem?
Ask the user to restart his computer
Ask another user to perform the same action on
the original user's pc
Ask another user to perform a related action on an
equivalent machine
Ask the user to reinstall the nic in the workstation
52. Which of the following are common troubleshooting
devices and resources? choose all that apply.
Dvm
Network monitoring software
Protocol analyzers
Nos event logs
53. After installing a new version of a word processing
application, the nos client fails to start up, giving the
error, "bad or missing .dll file". What is likely the
problem?
The windows client wasn't restarted
The new software has installed an incompatible
version of the missing file
The nos client is corrupt
The nic is faulty
54. When you install a router or a bridge into the
network structure, the groups of workstations on either
side of the new devices are called?
Sectors
Subnets
Segments
Domains
55. (This applies to networking) Which of the following
help to identify some problems before they occur?
(Choose 2)
Establish a baseline.
Checking system logs daily.
Testing solutions thoroughly.
Using isolating questions.
56. (Networking) Which of the following is not part of
the troubleshooting model?
Identify the most probable cause.
Test the solution.
Establish a baseline.
Establish the symptoms.
57. (Networking)Kevin in marketing cannot log in to his
company's TCP/IP network. What should you do to
identify the scope of the problem?
Ping Kevin's workstation.
Check whether other users in Kevin's area can log
in.
Check whether users in other offices can log in.
Ask Kevin to run WINIPCFG
58. (Networking) You are having trouble connecting to
Microsoft's website and you suspect that the name is
not being resolved to an IP address. What tool is used to
convert this name to an IP address?
WINS
DNS
LMHOSTS
PING
59. (Networking) You are looking at your web server log
files and you notice that a machine on your network
with the IP address 192.168.3.2 has been sending a
number of invalid requests to the web server. You want
to track down whose computer this is on your network.
What command would you use?
PING 192.168.3.2
NETSTAT -r
NBSTAT -A 192.168.3.2
NETSTAT -a 192.168.3.2
60. (Networking) Bob is having trouble connecting to
the network. You visit his desktop and view his TCP/IP
settings with an IPCONFIG command. You notice that he
has an IP address of 169.254.34.56. Why can't he
connect to the network resources?
He is missing a default gateway entry.
He has an APIPA address.
He is not running the correct protocol.
His system is not running the right client software
Questions and Answers
1. If your computer monitor turns on but doesn’t seem
to display an image (or even the built-in info screen),
what is probably wrong?
A. Your computer monitor isn’t connected to your
computer correctly.
B. The light bulb (or LED bulb) which provides the
lighting for your monitor isn’t working correctly
C. The monitor firmware is broken.
D. You used the wrong device driver on your computer
for your current monitor
2. What is the most likely cause of a Windows Error
(Blue Screen of Death) on a typical home computer?
A. Bad computer memory (RAM) causes most Windows
errors.
B. Damage to the operating system (Windows) from a
computer virus causes most Windows errors.
C. Bugs in Microsoft Windows cause most Windows
errors.
D. Bugs in non-Microsoft products cause most Windows
errors.
3. What are two computer problems easily diagnosed 8. If you get strange errors on your computer and don’t
just by listening to your computer? have a virus, what should you check next?
Discuss A. You should check your firewall in case a hacker is
A. You can hear sound card problems and video card trying to break into your computer.
problems. B. You should check your BIOS in case you don’t have
B. You can hear memory problems and computer Plug and Play enabled.
monitor problems. C. You should check your computer memory (RAM) in
C. You can hear magnetic hard drive problems and fan case it’s starting to fail.
problems. D. You should check your Windows Updates for any
D. You can hear network card problems and CPU patches you need to install.
problems.  
  9. If your computer is running slow, what default
4. Can you replace a sound card or video card built into Windows program will help you find which program is
your motherboard (integrated sound and video)? using all of your processing power (CPU) or memory?
A. Yes, you can replace built-in components by using the A. You can use Task Manager to find the offending
right replacement modules. program.
B. Yes, you can replace built-in components using B. You can use the Control Panel to find the offending
generic replacement modules. program.
C. Yes, you can replace built-in components, but you will C. You can use Scandisk to find the offending program
need custom replacement parts D. You can use the Device Manager to find the offending
D. No, you can’t normally replace built-in components program.
   
5. What is a simple way to fix many problems with USB 10. If it takes a long time to open files, how can you
devices? usually speed up Windows without buying anything?
Discuss A. You can increase the speed Windows opens files on a
A. Buy a new device to replace the one which doesn’t magnetic hard drive by defragmenting the drive with
work. Windows Defrag.
B. Use a shorter cord. B. Rebooting Windows will make files open more
C. Plug the device into the USB port upside down. quickly.
D. Run the device through a USB adapter to clean up the C. Running Windows Scandisk or Checkdisk to check
signal.   your disk drive for errors will speed up opening files.
  D. Turning off your firewall will speed up opening files.
6. What is the name of the system built into most hard
drives which predict how long until they’ll fail?
Discuss
A. Power-On Self-Theck (POST) can warn you when a
device will fail.
B. Redundant Array (of) Independent Disks (RAID) can
warn you when a device will fail
C. Self-Monitoring And Reporting Technology (SMART)
can warn you when a device will fail.
D. Microsoft Checkdisk can warn you when a device will
fail.
 
7. What is usually the easiest way to fix an application
which won’t start any more?
A. Run your virus scanner to fix the application because
you probably have a virus.
B. Reboot your computer to fix the application because
it’s probably a system error.
C. Uninstall and reinstall the application to reset the
application completely.
D. Run Windows Registry repair software to fix the
application because it’s probably a registry error.
 
Software – term used to describe computer programs - Buy licensed MS Office
that run on pcs, mobile phones, tablets or other smart - Restart MS office in task manager
devices.
4. BSOD Blue Screen of Death
Software catergories: Causes: hardware
a. System - Inadequate air circulation
i. Operating system a software that allows - Small storage space
applications on computing device. Ex. - Unnecessary hardwareperipherals
Mac, windows, linux, android, ios - Loose hardware/cables
ii. Utility software helps manage, maintain - Failing hardware
and control computer resources. Ex. Software
Antivirus, Symantec, avira - New programs or drivers
b. Application – known as end-user programs or - Old programs or drivers
productivity programs that helps the user in - Corrupt system files
completing tasks such as doing online research, - Viruses
jotting down notes, designing graphics, - Basic input/output system (BIOs) problem
calculations, etc. Ex. Word, excel, outlook, Solution:
powerpoint, photoshop, fox, operamini, safari, - Run system restore
- Check for hard disk error
Software licenses - Run memory diagnostic tool
a. Freeware is copyrighted software which is - Backup/ reformat if necessary
made available for use of charge for an -
unlimited time
b. Shareware – commercial software that is Computer system – collection of entities that are
copyrighted, but may be cipied for others for designed to receive, process, manage and present
the purpose of trying it out for the information in a meaningful format.
understanding that they will pay if they System unit: desktop
continue to use it. a. Motherboard
c. Commercial software – developed or regularly b. CPU
used that: (i) has been sold, leased, or licensed c. RAM
to the general public; (ii) has been offered for d. Power supply
sale, lease or license to the general public. e. Storage
Problems and solution: f. Video card
1. My Computer is slow
Causes: Hardware -
- Overloaded applications/ running apps
simultaneously Computer system trouble shooting:
- Storage capacity  Trace and correct faults in a mechanical or
- Hardware requirements electronic system
- Infected files / corrupted software
- Outdated drivers/ missing updates 7 steps in trouble shooting
Solution: 1. Analysis
- Clean up storage/uninstall if necessary 2. Problem replication/identification
- Monitor your application by using task manager 3. Action plan
- Run full virus scan 4. Implementation
- Hardware upgrade 5. Testing
- Check for updates 6. Documentation
7. Follow up
2. Unable to sign in
Causes: Power:
- Caps lock is ON 1. the computer wont start
- Wrong password Causes:
Solution - drained battery
- Check if the caps lock is ON - Not properly plugged in
- Check your keyboard - Avr/ups is not working
- Show password - Power supply problem

3. Unable to use MS Office Solution:

Causes: - Plug in your laptop
- Protected view - Plug avr/ups and turn it on
- MS Office is not activated - Check the fuse, change if busted
- Multiple MS Office Installed
Solution: 2. The screen is blank/no signal received
- Click “edit anyway” Causes:
 - It is turned off - Usb device not recognized – restart your pc, try
- Loose powercord, hdmi, vga port cable inserting the flash drive on another usb port or
- Cords not working another computer, format flashdrive thru disk
- Video card is busted tool management
Solution - Accidental file deletion - try recovering from
- Press power button recycle bin, use file recovery tool
- Fasten the power cord, vga, hdmi or display
port cable 7. Network/router issues
- Replace cords Causes:
- Replace faulty video card - No internet
- Slow internet connection
3. The printer is not printing Solution:
Causes: - Check internet cable, check the wifi signal, run
- It is turned off internet diagnostics, restart your
- Loose power cord printer cable, printer is offline modern/router, contact your internet service
- No paper on the tray or no ink provider (ISP)
- Too many documents on the print queue
- Spooling problem

Solution
- Press the power button
- Connect the cables properly and check if the
printer is online
- Put paper on the tray or replace the depleted
ink
- Clear print queue
- Restart print spooler

4. Headset or speaker is not working

Causes:
- Cables not properly plugged
- Defective headset or speaker
- Disabled speaker
- Outdated device drivers
- Sound card not working
Solution:
- Check if cable is plugged to where it should be
- Try speaker or headset on other devices
- Enable the speaker
- Keep device drivers up to date
- Replace your sound card

5. Computer shutdown for no reason (no error

message)
Causes:
- Fan is not working
- Overheating
- Failing hardware
Solution
- Check if the fan is working
- Brush off dust from the fan
- Use cooling pad
- Replace the non-working hardware

6. Flash drive issues

Causes:
- Computer virus
- Device drivers
- Hardware failure

Solution:
- Virus – scan flash drive before opening any file
- Unhide using cmd