COA Netacad Full

Q: Which three devices are considered output devices? (Choose three.
A: monitor
A: headphones
A: printer
Q: How are the internal components of a computer protected against ESD?
A: by grounding the internal components via attachment to the case
Q: Which motherboard form factor has the smallest footprint for use in thin client devices?
A: Mini-ATX
Q: Which disk drive type contains a magnetic HDD with onboard flash memory serving as a non-volatile
cache?
A: SSHD
Q: Which two PC components communicate with the CPU through the Southbridge chipset? (Choose
two.)
A: hard drive
A: 64-bit gigabit Ethernet adapter
Q: Which port allows for the transmission of high definition video using the DisplayPort protocol?
A: Thunderbolt
Q: Which action can reduce the risk of ESD damage when computer equipment is being worked on?
A: working on a grounded antistatic mat

Q: Which type of input device can identify users based on their voice?
A: biometric identification device
Q: A technician wants to replace a failing power supply on a high-end gaming computer. Which form
factor should the technician be looking for?
A: EPS12V
Q: Refer to the exhibit. What type of connecter is displayed?
A: HDMI to VGA converter
Q: A network administrator currently has three servers and needs to add a fourth, but does not have
enough room for an additional monitor and keyboard. Which device allows the administrator to connect
all the servers to a single monitor and keyboard?
A: KVM switch
Q: Which statement describes Augmented Reality (AR) technology?
A: It superimposes images and audio over the real world in real time.
Q: Refer to the exhibit. How is the connector used in a PC?
A: to supply power to various internal components
Q: What is a possible hardware upgrade that can be used to add more storage space to a modern
smartphone?
A: microSD
Q: A technician is being asked to move a heavy industrial printer. Which safety technique is
recommended for this situation?
A: Bend at the knees when lifting.

Q: What should a technician do before working on a computer?
A: Remove any watch and jewelry.
Q: Which type of media card is an older format, but is still used in video cameras?
A: CompactFlash
Q: A technician needs to buy a replacement adapter for a department computer. Which type of adapter
requires the technician to consider a DSP?
A: sound
Q: What are two reasons someone might upgrade a NIC? (Choose two.)
A: to increase bandwidth
A: to have wireless connectivity
Q: What should be done prior to the installation of RAM onto the motherboard?
A: Consult the motherboard documentation or website of the manufacturer to ensure that the RAM is
compatible with the motherboard.
Q: Refer to the exhibit. Which front panel connector commonly has nine or ten pins arranged in two
rows?
A: USB
Q: Which two pieces of information are needed before selecting a power supply? (Choose two.)
A: the form factor of the case
A: the total wattage of all components

Q: The following parts were ordered by someone building a personal computer:
1 – AMD 3.7 GHz
2 – Gigawhiz GA-A239VM (does not include USB 3.1 front panel connectors)
3 – HorseAir DDR3 8 GB
4 – ATX with up to three 3.5″ drive bays
5 – Eastern Divide 1TB 7200 RPM
6 – Zoltz 550W
A: output power
Q: True or False?
A: true
Q: Which SATA internal hard drive form factor is most often used in a tower computer?
A: 3.5 inch (8.9 cm)
Q: Which adapter card in a PC would provide data fault tolerance?
A: RAID card
Q: Refer to the exhibit. A technician is installing a second SATA hard drive. Which section of the
motherboard will be used to connect the SATA cable?
A: section B
Q: What indicates that the charge on the CMOS battery could be getting low?
A: The computer time and date are incorrect.
Q: Which website should a technician consult to find instructions for updating the BIOS on a computer?
A: motherboard manufacturer
Q: A network administrator is setting up a web server for a small advertising office and is concerned with
data availability. The administrator wishes to implement disk fault tolerance using the minimum number
of disks required. Which RAID level should the administrator choose?
A: RAID 1
Q: Which hardware upgrade would allow the processor in a gaming PC to provide the optimal gaming
performance?
A: large amounts of fast RAM
Q: When a dual core CPU with Hyper-Threading features is installed on a motherboard, how many
instructions can the CPU simultaneously process?
A: 4
Q: Which definition describes the term “overclocking”?
A: increasing the speed of the CPU beyond the recommendations of the manufacturer
Q: What is a characteristic of thin clients?
A: They require a network connection to access storage and processor resources.
Q: A technician accidentally spills a cleaning solution on the floor of the workshop. Where would the
technician find instructions on how to properly clean up and dispose of the product?
A: the safety data sheet
Q: Where is the saved BIOS configuration data stored?
A: CMOS
Q: Which specialized computer component would be most important for a workstation built for audio
and video editing?
A: a specialized video card
Q: Which device can protect computer equipment from brownouts by providing a consistent quality of
electrical power?
A: UPS
Q: What are two settings that can be modified in the BIOS setup program. (Choose two.)
A: enabling and disabling devices
A: boot order
Q: What unit is used to measure the amount of resistance to the flow of current in a circuit?
A: ohms
Q: Which term refers to the technique of increasing the speed of a processor from the specified value of
its manufacturer?
A: overclocking
Q: Which task should be performed on a hard drive as part of a preventive maintenance plan?
A: Ensure cables are firmly connected.
Q: An employee mentions that opening a large document file is taking longer than usual. The desktop
support technician suspects that there might be a fault in the hard disk. What should the technician do
next?
A: Back up the user data from the workstation.

Q: What are two effects of not having a preventive maintenance plan for users and organizations?
(Choose two.)
A: increased repair costs
A: increased downtime
Q: 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?
A: The CMOS battery is loose or failing.
Q: Which task should be part of a hardware maintenance routine?
A: Check for and secure any loose cables.
Q: 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?
A: the temperature
Q: What is the most important reason for a company to ensure that computer preventive maintenance
is done?
A: Preventive maintenance helps to protect the computer equipment against future problems.
Q: After a problem is identified, what is the next step for the troubleshooter?
A: Establish a theory of probable causes.
Q: What task should be completed before escalating a problem to a higher-level technician?

A: Document each test that was tried.
Q: 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?
A: Back up the user data to a removable drive.
Q: Which cleaning tool should be used to remove dust from components inside a computer case?
A: compressed air
Q: Which step in the troubleshooting process is important to help avoid repeating repair processes that
were performed previously?
A: documentation of the problem and its solution
Q: What is a symptom of a failing power supply?
A: The computer sometimes does not turn on.
Q: Which procedure is recommended when cleaning inside a computer?
A: Hold the CPU fan to prevent it from spinning and blow it with compressed air.
Q: Fill in the blank.
A: broadband
Q: A switch is a networking device that will record MAC addresses by inspecting every
incoming data frame.
A: MAC
Q: Which type of network will extend a short distance and connects printers, mice, and keyboards to an
individual host?
A: PAN
Q: A technician has captured packets on a network that has been running slowly when accessing the
internet. Which port number should the technician look for within the captured material to locate HTTP
packets?
A: 80
Q: Which three Wi-Fi standards operate in the 2.4GHz range of frequencies? (Choose three.)
A: 802.11n
A: 802.11g
A: 802.11b
Q: What are two common media used in networks? (Choose two.)
A: copper
A: fiber
Q: Which network device regenerates the data signal without segmenting the network?
A: hub
Q: Which smart home technology requires the use of a device, known as a coordinator, to create a
wireless PAN?
A: Zigbee
Q: Which security technology is used to passively monitor network traffic with the objective of detecting
a possible attack?
A: IDS
Q: A company is expanding its business to other countries. All branch offices must remain connected to
corporate headquarters at all times. Which network technology is required to support this scenario?
A: WAN
A: PoE
Q: Which technology uses existing electrical wiring to connect devices to a network?
A: Ethernet over Power
Q: Which two protocols operate at the transport layer of the TCP/IP model? (Choose two.)
A: UDP
A: TCP
Q: Which network service automatically assigns IP addresses to devices on the network?
A: DHCP
Q: A technician has been asked to assist with some LAN cabling. What are two standards that the
technician should research before this project begins? (Choose two.)
A: T568B
A: T568A
Q: Which protocol is used by ping to test connectivity between network hosts?

A: ICMP
Q: What is the problem if a computer automatically configures an IP address in the 169.254.x.x address
range?
A: The DHCP server is unreachable.
Q: A user reports that the corporate web server cannot be accessed. A technician verifies that the web
server can be accessed by its IP address. What are two possible causes of the problem? (Choose two.)
A: The DNS server address is misconfigured on the workstation.
A: The web server information is misconfigured on the DNS server.
A: NAT
Q: A technician wishes to update the NIC driver for a computer. What is the best location for finding
new drivers for the NIC?
A: the website for the manufacturer of the NIC
Q: A new computer workstation has been installed in a small office. The user of the workstation can
print a document using a network printer on the LAN, but cannot access the Internet. What is a possible
cause of the problem?
A: The gateway IP address is misconfigured.
Q: What is a result when the DHCP servers are not operational in a network?
A: Workstations are assigned with IP addresses in the 169.254.0.0/16 network.

Q: A device has been assigned the IPv6 address of 2001:0db8:cafe:4500:1000:00d8:0058:00ab/64.
Which is the network identifier of the device?
A: 2001:0db8:cafe:4500
Q: A computer has been assigned an IP address of 169.254.33.16. What command initiates the process
of requesting a new IP address?
A: ipconfig /release
Q: Which protocol dynamically assigns IP addresses to network devices?
A: DHCP
Q: A computer is assigned an IP address of 169.254.33.16. What can be said about the computer, based
on the assigned address?
A: It cannot communicate outside its own network.
Q: A customer has a web server for a small business. The business uses both wired and wireless
networking. A Linksys WRT300N wireless router provides wireless and wired connectivity. What firewall
option may be enabled in order for customers to gain access to the web server from their remote
locations?WPA2
A: port forwarding
Q: Which filtering method uses IP addresses to specify allowed devices on your network?
A: whitelisting
Q: What command can be used to troubleshoot domain name resolution issues?
A: nslookup
Q: A wireless router is displaying the IP address of 192.168.0.1. What could this mean?
A: The wireless router still has the factory default IP address.
Q: Which laptop component makes use of throttling to reduce power consumption and heat?
A: CPU
Q: Which type of media would be used with a card reader attached to a laptop?
A: SD
Q: Which statement is true of laptop motherboards?
A: The form factor varies by manufacturer.
Q: What is a CRU as it relates to a laptop?
A: a part a user can replace
Q: Which laptop part is removed by pressing outwards on clips that hold it into place?
A: SODIMM
Q: Which type of laptop display has components that may contain mercury and use either a CCFL or LED
backlight?
A: LCD
Q: A technician is trying to determine the cause of a laptop problem. Which of the listed activities is an
example of the technician testing a theory?
A: The technician uses an AC adapter to power the laptop.

Q: A traveling sales representative uses a cell phone to interact with the home office and customers,
track samples, make sales calls, log mileage, and upload/download data while at a hotel. Which internet
connectivity method would be a preferred method to use on the mobile device due to the low cost?
A: Wi-Fi
Q: What is used to provide location information to smart devices?
A: GPS
Q: Which wireless technology can be used to connect wireless headphones to a computer?
A: Bluetooth
Q: Why are SODIMMs well suited for laptops?
A: They have a small form factor.
Q: Which protocol enables mail to be downloaded from an email server to a client and then deletes the
email from the server?
A: POP3
Q: At a conference, a presenter cannot get the laptop to display through the projector and a technician
is called. What should the technician try first?
A: Use the appropriate Fn key to output to the external display.
Q: What two sources of information are used to enable geocaching, geotagging and device tracking on
Android and iOS devices? (Choose two.)
A: GPS signals
A: cellular or Wi-Fi network

Q: Which ACPI power state provides power to the CPU and RAM, but powers down unused devices?
A: S1
Q: What software enables users to set and change printer options?
A: configuration software
Q: A small business has connected several printers to the web using Google Cloud Print. Mobile workers
can then print job orders while they are on the road. This is an example of using what type of printer?
A: virtual
Q: How could a user share a locally connected printer with other users on the same network?
A: Enable print sharing.
Q: While troubleshooting a printer problem, a technician discovers that the printer has been connected
to the wrong computer port. Which printer problem would this mistake have caused?
A: The print queue is functioning, but print jobs are not printed.
Q: What is the first action that should be taken when performing preventive maintenance on a printer?
A: Disconnect the printer from the power source.
Q: Which method is recommended for cleaning the print heads in an inkjet printer?
A: Use the printer software utility.
Q: Which statement describes the print buffering process?
A: Large documents are stored temporarily in internal printer memory while waiting for the availability
of the printer.
Q: A technician wants to share a printer on the network but according to the company policy, no PC
should have a directly connected printer. Which device would the technician need?
A: a hardware print server
Q: Match the common printer configuration options to the correct descriptions. (Not all options are
used.)
A: standard, draft, gloss, or photo
A: multiple colors used
A: draft, normal, or photo
A: standard paper, envelopes, or business cards
A: only black ink used
Q: What term is used to describe dual-sided printing?
A: duplex printing
Q: A small company is deciding whether a laser printer should be purchased to replace an inkjet printer.
What are two disadvantages of laser printers? (Choose two.)
A: The start-up cost is high.
A: Toner cartridges are expensive.
Q: What are two closed-ended questions that a technician could ask a user while trying to identify the
problem with a printer? (Choose two.)
A: Can you print a test page on the printer?
A: Is the printer powered on?
Q: Which type of document typically takes the longest time to print?
A: a digital color photograph

Q: What are two potential disadvantages of replacing printer consumables with parts or components
that are not recommended by the manufacturer? (Choose two.)
A: The manufacturer warranty may be voided.
A: Print quality may be poor.
Q: What are two disadvantages of sharing a directly connected printer from a computer? (Choose two.)
A: The computer sharing the printer uses its own resources to manage all the print jobs coming to the
printer.
A: The computer directly connected to the printer always needs to be powered on, even if not in use.
Q: Dots per inch is used as a measure for which characteristic of a printer?
A: quality of printing
Q: Which statement describes the concept of cloud computing?
A: separation of application from hardware
Q: A small advertising company is considering outsourcing the information technology services to a

cloud provider. The services would include user training, software licensing, and provisioning. What
cloud service would the company consider purchasing?
A: IT as a service (ITaaS)
Q: What is the difference between a data center and cloud computing?
A: Cloud computing provides access to shared computing resources, while a data center is a facility that
stores and processes data.
Q: A company uses a cloud-based payroll system. Which cloud computing technology is this company
using?
A: software as a service (SaaS)

Q: What is a characteristic of a virtual machine on a PC?
A: A virtual machine runs its own operating system.
Q: A research and development group has members from different company locations. The group is
looking for a central file storage solution to store research-related documents. What are two possible
solutions? (Choose two.)
A: OneDrive
A: Google Drive
Q: Which statement describes a characteristic of cloud computing?
A: Applications can be accessed over the Internet through a subscription.
Q: The IT department in a company is looking for a solution to consolidate the functionality of several
mission critical server computers into VMs on a few high performance host machines. Which two
hypervisors should be considered? (Choose two.)
A: Oracle VM Server
A: VMWare vSphere
Q: A college is exploring options to outsource the student email service to a cloud provider. Which two
solutions will help the college to achieve the task? (Choose two.)
A: Gmail
A: Exchange Online
Q: For a large enterprise deploying virtualized servers, what are two benefits of using a bare metal
hypervisor solution instead of a hosted hypervisor solution? (Choose two.)
A: increased efficiency
A: direct access to hardware resources

Q: To which category of hypervisor does the Microsoft Virtual PC belong?
A: Type 2
Q: How does cloud computing improve the performance and user experience of an online version of
office productivity tools?
A: by providing application code as needed
Q: What is the minimum amount of system RAM that is required to run the Windows 8 Hyper-V
virtualization platform?
A: 4 GB
Q: Which cloud computing opportunity would provide the use of network hardware such as routers and
switches for a particular company?
A: infrastructure as a service (IaaS)
Q: Which term is associated with Cloud computing?
A: virtualization
Q: What are two advantages of the NTFS file system compared with FAT32? (Choose two.)
A: NTFS provides more security features.
A: NTFS supports larger partitions.
Q: A technician is asked to set up one hard drive that will support two operating systems and will store
data files in three separate drive locations. Which partition settings will support these requirements?
A: 2 primary, 1 active, 1 extended, 3 logical

Q: A technician is attempting to create multiple partitions on a hard disk that is using the boot sector
standard that supports a maximum partition size of 2TB. What is the maximum number of primary
partitions allowed per hard drive?
A: 4
Q: Which type of user account is created automatically during a Windows 8.1 installation?
A: Administrator
Q: What term is used to describe a logical drive that can be formatted to store data?
A: partition
Q: Which location on a hard disk is used by the BIOS to search for operating system instructions in order
to boot a PC?
A: the active partition
Q: Which file system is used to access files over a network?
A: NFS
Q: What are two types of computer user interface? (Choose two.)
A: GUI
A: CLI
Q: What type of file system allows the use of files larger than 5 GB and is mostly used on internal hard
drives?
A: NTFS
Q: Which user account should be used only to perform system management and not as the account for
regular use?
A: administrator
Q: Which version of the OS can be upgraded to 64 bit Windows 10 Pro?
A: 64-bit version of Windows 7 Home
Q: What is the maximum amount of physical RAM that can be addressed by a PC running 32-bit
Windows 10 Pro?
A: 4 GB
Q: What contains information on how hard drive partitions are organized?
A: MBR
Q: Which key or key sequence pressed during the boot process will allow a user to start a Windows PC
using the last known good configuration?
A: F8
A: F8
Q: Why would an administrator use Windows Remote Desktop and Windows Remote Assistant?
A: to connect to a remote computer over the network to control its applications and data
Q: How many Libraries are created for each user by default on a new Windows 10 installation?
A: 6
Q: What are two file attributes in the Windows environment? (Choose two.)
A: read-only
A: archive
Q: A help desk technician is talking to a user to clarify a technical problem that the user is having. What
are two examples of open-ended questions that the technician might use to help determine the issue?
(Choose two.)
A: What updates have you performed lately?
A: What happens when you try to access your files?
Q: Match the commands to the task.
A: verifies basic connectivity to the targeted IP or host name
A: verifies the successful name resolution of a host name
A: verifies the route taken by a packet
A: verifies the default gateway configured on a host
Q: In which folder are application files for 32-bit programs typically located on a computer that is
running a 64-bit edition of Windows 7?
A: C:\Program Files (x86)
Q: A user notices that some of the programs that are installed before upgrading to Windows 7 no longer
function properly. What can the user do to fix this problem?
A: Reinstall the programs in Compatibility Mode.
Q: A corporation has expanded to include multiple remote offices around the globe. Which technology
should be used to allow the remote offices to communicate and share network resources privately?
A: VPN
Q: A user logs into Active Directory on a workstation and the user home directory does not redirect to a
network share on a file server. A technician suspects that the group policy setting is incorrect. Which
command can the technician use to verify the group policy settings?
A: gpresult
Q: Which Windows utility can be used to schedule a regular backup for preventive maintenance?
A: Windows Task Scheduler
Q: Which two issues are likely to cause BSOD errors? (Choose two.)
A: device driver errors
A: RAM failing
Q: A user wants to configure a password on a Windows 10 PC when the PC is woken from hibernation.
Where can the user configure this?
A: Settings, Accounts
Q: Which TCP port number would be used for remotely connecting to a network switch and configuring
it via an unencrypted connection?
A: 3389
Q: A technician notices that an application is not responding to commands and that the computer seems
to respond slowly when applications are opened. What is the best administrative tool to force the
release of system resources from the unresponsive application?
A: Task Manager
Q: What are three common causes of operating systems problems? (Choose three.)
A: a corrupted registry
A: virus infection
A: failed service pack installation

Q: What is true about restore points?
A: Restore points should always be created before making changes to a system.
Q: After solving a problem on a computer, a technician checks the event log to ensure that there are no
new error messages. At which step of the troubleshooting process is this action taking place?
A: Verify the solution and full system functionality.
Q: A technician is designing a hardware preventive maintenance plan for a company. Which strategy
should be included in the plan?
A: Schedule and document routine maintenance tasks.
Q: A user has an iOS device. What will happen if the user forgets the passcode to unlock the device?
A: The user must perform a full restore from a backup saved in iTunes or iCloud.
Q: What three tasks can be done with the iOS device Home button? (Choose three.)
A: wake the device
A: return to the home screen
A: open audio controls
Q: A company is creating a new website to be hosted on a Linux server. The system administrator
creates the group “webteam” and assigns team members to it. The administrator then creates the
directory “webpages” for storing files. Later that day, one of the team members reports of being unable
to create files in the “webpages” directory or subdirectories. The administrator uses the ls -l command
to view the file permissions. The result displayed is drwxr-xr–. What should the administrator do to
allow team members to add and edit files?
A: Issue the command chmod 775 –R webpages.
Q: Which two location-specific services can the GPS feature on a mobile device offer? (Choose two.)
A: delivering local advertising
A: displaying local weather information

Q: A user presses the Recent Apps icon on an Android-based smartphone to see a list of recently used
apps. What should the user do to remove an app from the list?
A: Swipe the app to either side.
Q: Which feature of an Android or iOS mobile device helps prevent malicious programs from infecting
the device?
A: Mobile device apps are run in a sandbox that isolates them from other resources.
Q: What two preventive maintenance tasks should be scheduled to occur automatically? (Choose two.)
A: executing a backup
A: checking the disks for bad sectors
Q: Match the Linux CLI commands to their function. (Not all options are used.)
A: removes files
A: displays the documentation for a specific command
A: displays the files inside a directory
A: changes the current directory
A: creates a directory under the current directory
Q: Which two terms describe unlocking Android and iOS mobile devices to allow users full access to the
file system and full access to the kernel module? (Choose two.)
A: rooting
A: jailbreaking
Q: What are two features of the Android operating system? (Choose two.)
A: Android is open source and allows anyone to contribute to its development and evolution.
A: Android has been implemented on devices such as cameras, smart TVs, and e-book readers.
Q: A system administrator is using the crontab command to edit an entry on a Linux server. Which
service is the administrator configuring?
A: scheduling a task to run at a specific time and date
Q: Which three methods can be used to unlock a smartphone? (Choose three.)
A: passcode
A: swipe pattern
A: biometric information
Q: True of False?
A: true
Q: What are two types of cloud-enabled services for mobile devices? (Choose two.)
A: locator apps
A: remote backup
Q: A person with an Android mobile device holds down the power button and the volume down button
until the device turns off. The person then turns the device back on. What was this person doing to the
device?
A: a standard reset of the device
Q: How is the representation of apps in the Windows Phone operating system interface different from
the representations used in Android and iOS?
A: Windows Phone uses rectangles that can display active content and that can also be resized.
Q: Which two characteristics of network traffic are being monitored if a network technician configures
the company firewall to operate as a packet filter? (Choose two.)
A: Group of answer choices ports
A: protocols
Q: As data is being stored on a local hard disk, which method would secure the data from unauthorized
access?
A: data encryption
Q: Which type of security threat uses email that appears to be from a legitimate sender and asks the
email recipient to visit a website to enter confidential information?
A: phishing
Q: A corporate executive has asked the IT department to provide a solution to ensure data security of
removable drives that are being taken off the premises. Which security solution should be
recommended?
A: BitLocker To Go
Q: When configuring Windows security, which term is used to mean a rule assocated with an object such
as a folder or printer?
A: permission
Q: When a support technician is troubleshooting a security issue on a system, which action should the
technician take just before documenting the findings and closing the ticket?
A: Group of answer choices Ensure that all applications are working.
Q: A technician discovers that an employee has attached an unauthorized wireless router to the
company network so that the employee can get Wi-Fi coverage while outside taking a break. The
technician immediately reports this to a supervisor. What are two actions that the company should take
in response to this situation? (Choose two.)
A: Group of answer choices Immediately remove the device from the network.
A: Consult the company security policy to decide on actions to take against the employee.
Q: A technician has recently joined an organization and during the first week on the job, discovers a
security breach. What policy should the technician implement after the security breach has occurred?
A: incident handling policy
Q: A technician has recently changed jobs from supporting a small company to a large company in the
security group. What are two types of passwords the larger company could use to secure a workstation?
(Choose two.)
A: Group of answer choices login
A: BIOS
Q: When a user turns on the PC on Wednesday, the PC displays a message indicating that all of the user
files have been locked. In order to get the files unencrypted, the user is supposed to send an email and
include a specific ID in the email title. The message also includes ways to buy and submit bitcoins as
payment for the file decryption. After inspecting the message, the technician suspects a security breach
occurred. What type of malware could be responsible?
A: ransomware
Q: Which type of hard drive format is commonly performed at the factory where the drive is assembled?
A: low-level
Q: A technician in a small business is configuring the local security policy for a computer. Which
configuration setting would the technician use to require the user to change the password after 90
days?
A: Maximum password age
Q: Which action could be used to determine if a host is compromised and flooding traffic onto the
network?
A: Disconnect the host from the network.
Q: Which is an example of social engineering?
A: Group of answer choices an unidentified person claiming to be a technician collecting user

information from employees
Q: A corporate employee has recently taken the mandated security awareness training and is wanting to
use the correct security term. Which issue can occur when browsing the internet and is often initiated
by the destination website?
A: pop-up
A: pop-up
Q: What is considered ethical behavior by a technician when communicating with a customer?
A: A technician must only send solicited emails.
Q: A programmer uses an operator to compare two variable values within a program. The variable A is
assigned a value of 5 and the valuable B is assigned a value of 7. Which condition test syntax would have
provided the result of “true”?
A: A != B
Q: A programmer is building a script in order to calculate the corporate bank account balance within two
decimal places. Which data type would be used in the script to represent the balance?
A: float
Q: What two roles or tasks are associated with the level one technician? (Choose two.)
A: gathering customer information to initiate a work order
A: escalating a trouble ticket to a level two technician
Q: What action should a technician avoid when dealing with a talkative customer?
A: asking social questions such as “How are you today?”
Q: Which programming language utilizes scripts that are interpreted and executed line by line when the
script is run?
A: PowerShell
Q: Which statement best describes a call center?
A: It is a place to provide computer support to customers.
Q: What approach should a technician take when receiving a call from a stressed customer?
A: Try to establish a rapport with the customer.
Q: A customer is explaining a problem with a computer to a technician. The technician recognizes the
problem prior to the customer finishing the explanation. What should the technician do?
A: Wait politely for the customer to finish explaining the problem.
Q: Which situation would require that a support desk call be given the highest priority?
A: The company cannot operate because of a system failure.
Q: Once a technician understands a customer complaint, it is common to ask closed-ended questions.

Which question is a close-ended one?
A: Is this the first time the error occurred?
Q: A customer is upset and wants to speak to a specific technician to resolve a problem immediately.
The requested technician is away from the office for the next hour. What is the best way to handle this
call?
A: Make an offer to help the customer immediately, and advise the customer that otherwise the
requested technician will call the customer back within two hours.
Q: In which situation would it be appropriate for a technician to back up personal and confidential data
from a computer belonging to a customer?
A: if the customer permits it
Q: A supervisor received a complaint that one of the technicians was rude and disrespectful. Which
action by the technician most likely caused the customer to complain?
A: The technician interrupted a number of times to ask questions.
Q: A technician working on a computer discovers what is suspected to be illegal activity. Which three
pieces of information should be immediately documented? (Choose three.)
A: why the computer was accessed by the technician
A: evidence of the suspected illegal activity
A: location of the computer
Q: What category of technician uses remote access software to update a computer belonging to a
customer?
A: level two technicians
Q: What is the correct way to conduct a telephone call to troubleshoot a computer problem?
A: Maintain professional behavior at all times.
Q: What are two examples of displaying professional communication skills while talking to a customer?
(Choose two.)
A: the use of active listening, with occasional interjections such as “I see” or “I understand”
A: clarifying what customers say after they have finished their explanations
A: clarifying what customers say after they have finished their explanations
Q: A customer comes into a computer parts and service store. The customer is looking for a device to
help a person with accessibility issues input instructions into a laptop by using a pen. What device
should the store owner recommend to accomplish the required task?
A: stylus
provide secure access to the central server room using a retinal scan. What device should the store
owner recommend to accomplish the required task?
A: biometric scanner
help when repairing an airplane and that will allow the customer to see and interact with the repair
manual at the same time. What device should the store owner recommend to accomplish the required
task?
A: AR headset
manually input text for a new networking textbook that the customer is writing. What device should the
store owner recommend to accomplish the required task?
A: keyboard
allow secure access to the main doors of the company by swiping an ID card. What device should the
A: magstripe reader
allow users to tap and pay for their purchases. What device should the store owner recommend to
accomplish the required task?
A: NFC device
A: magstripe reader
display a promotional presentation to a large audience at a conference. What device should the store
A: projector
scan some old family photos into a laptop. What device should the store owner recommend to
A: flatbed scanner
train pilots how to land and take off in a computer simulation environment. What device should the
A: joystick or gamepad
Q: Which characteristic describes DDR3 SDRAM?
A: chips that run at clock speeds of 800 MHz and have a connector with 240 pins
Q: Which characteristic describes ECC memory?
A: chips that can detect multiple bit errors and correct single bit errors in memory
Q: Which characteristic describes GDDR SDRAM?

A: chips specifically designed for video graphics that are used in conjunction with a dedicated GPU
Q: Which characteristic describes ROM?
A: a chip that cannot be erased or rewritten and is now obsolete
Q: Which characteristic describes a DIP?
A: an individual memory chip that has dual rows of pins used to attach it to the motherboard
Q: Which characteristic describes PROM?
A: chips that are manufactured blank and then can be programmed once by a PROM programmer
Q: Which characteristic describes a SIMM?
A: a small circuit board that holds several memory chips and has a 30- or 72-pin configuration
Q: Which characteristic describes EPROM?
A: a chip that is nonvolatile and can be erased by exposing it to strong ultraviolet light
Q: Which characteristic describes a SIMM?
A: a small circuit board that holds several memory chips and has a 30- or 72-pin configuration
Q: Which characteristic describes EPROM?
A: a chip that is nonvolatile and can be erased by exposing it to strong ultraviolet light
Q: A technician looks at a motherboard and sees a 24-pin connector. What component would connect to
the motherboard through the use of this 24-pin connector?
A: power supply
Q: Which two activities are normally controlled by the Northbridge part of the chipset? (Choose two.)
A: access to the RAM
A: access to the video card
Q: Which two components usually interface directly with the Southbridge chipset on the motherboard?
(Choose two.)
A: USB ports
A: hard drive
Q: Which statement describes the proper use of an anti-static wrist strap?
A: An anti-static wrist strap should make contact with the skin.
Q: A technician is building a thick client workstation that would be used to run a database and wants to
ensure the best protection against errors. What type of memory would be best suited for this?
A: ECC
Q: Which type of memory is primarily used as cache memory?
A: SRAM
Q: Which adapter would a technician install in a desktop computer to enable a video signal to be
recorded from a video recorder to the computer hard drive?
A: video capture card
Q: Which two storage devices use a magnetic medium for storing data? (Choose two.)
A: tape drive
A: hard disk drive
Q: Which unit of measurement is used to indicate the hard drive speed?
A: revolutions per minute
Q: What three voltages are commonly provided by the power supply to the various components inside
the computer? (Choose three.)
A: 3.3 volts
A: 5 volts
A: 12 volts
Q: A customer needs additional storage space on an older computer. What will the technician look at in
the computer to determine if an additional hard drive can be added?
A: an available PATA/SATA connection
Q: Which component controls the communications and interactions between the CPU and other
components on the motherboard?
A: chipset
Q: Which statement describes a characteristic of GDDR Synchronous Dynamic RAM?
A: It is used in conjunction with a dedicated GPU.
Q: Hard drives in a grocery warehouse keep failing because of vibrations in the warehouse environment.
What would be a possible solution for this high failure rate?
A: Install an SSD drive in each computer.

Q: Refer to the exhibit. Which two port types are shown in the graphic? (Choose two.)
A: network
A: USB
Q: From which type of data storage does the CPU load information for processing during normal
operation?
A: RAM
Q: Refer to the exhibit. Which type of adapter is shown?
A: network interface
Q: Which type of device would be used on a laptop to verify the identity of a user?
A: a biometric identification device
Q: Which two devices are considered input devices? (Choose two.)
A: biometric authentication device
A: digital camera
Q: What is an active cooling solution for a PC?
A: Add an additional case fan.
Q: Which tool can protect computer components from the effects of ESD?
A: antistatic wrist strap
Q: Which type of interface was originally developed for high-definition televisions and is also popular to
use with computers to connect audio and video devices?
A: HDMI
Q: Which statement describes a characteristic of SRAM in a PC?
A: It is used for cache memory.
Q: A customer has a computer for a home business, but wants to have another computer as a web
server. What would be the best solution for the customer to share the monitor, mouse, and keyboard
between the two computers?
A: KVM switch
Q: Why is it important to ground both computers and network devices?
A: to provide a path of least resistance for stray current
Q: What is a good safety precaution to take when opening a computer case?
A: Place tape over the case edges that are sharp.
Q: What does the “A” in P-A-S-S remind a person to do while using a fire extinguisher?
A: Aim the fire extinguisher at the base of the fire.
Q: How is a power supply commonly attached to a tower case?
A: screws
Q: A technician is replacing a power supply. Which two factors should the technician consider when
obtaining the replacement part? (Choose two.)
A: type of case
A: wattage
Q: A technician is installing additional memory in a computer. How can the technician guarantee that
the memory is correctly aligned?
A: A notch in the memory module should be aligned with a notch in the memory slot.
Q: What is used to prevent the motherboard from touching metal portions of the computer case?
A: standoffs
Q: Which statement describes the purpose of an I/O connector plate?
A: It makes the I/O ports of the motherboard available for connection in a variety of computer cases.
Q: What are three important considerations when installing a CPU on a motherboard? (Choose three.)
A: Antistatic precautions are taken.
A: The CPU is correctly aligned and placed in the socket.
A: The CPU heat sink and fan assembly are correctly installed.
Q: When a new PC is being built, which component has the most influence when selecting the case and
power supply?
A: motherboard
Q: Which two factors must be considered when replacing old RAM modules in a PC? (Choose two.)
A: The new RAM must be compatible with the motherboard.
A: The speed of the new RAM must be supported by the chipset.
Q: Refer to the exhibit. In which section of the motherboard would a memory module be installed?
A: section C
Q: Which type of motherboard expansion slot sends data one bit at a time over a serial bus?
A: PCIe
Q: Which PC motherboard bus is used to connect the CPU to RAM and other motherboard components?
A: front-side
Q: Where is buffered memory commonly used?
A: servers
Q: A technician has been asked to upgrade a processor and needs to do some research. The computer is
just a couple of years old. What are two types of processor packages that could be used inside the
computer? (Choose two.)
A: LGA
A: PGA
Q: A student is looking to add memory in order to speed up a tower computer. Which type of memory
module should the student be looking for?
A: DIMM
Q: Which type of drive is typically installed in a 5.25 inch (13.34 cm) bay?
A: optical drive
Q: A technician has been asked to order a replacement internal SATA HDD. Between which two form
factors will the technician have to choose? (Choose two.)
A: 2.5 inch (6.35 cm)
A: 3.5 inch (8.89 cm)

Q: While shopping for a replacement motherboard, a customer decides to also purchase a new
mechanical hard drive and asks the technical salesperson for advice. Which storage interface should the
salesperson recommend for the motherboard and new drive?
A: SATA
Q: Which type of motherboard expansion slot has four types ranging from x1 to x16 with each type
having a different length of expansion slot?
A: PCIe
Q: A technician is installing a new high-end video adapter card into an expansion slot on a motherboard.
What may be needed to operate this video adapter card?
A: Two 8-pin power connectors
Q: Refer to the exhibit. Which type of expansion slot is shown?
A: PCIe x16
Q: Refer to the exhibit. Which device is shown?
A: media reader
Q: When assembling a PC, how is pin 1 identified on the front panel cables so that it can be aligned
properly with pin 1 on the motherboard panel connector?
A: by a small arrow or notch
Q: Which two considerations would be of the greatest importance when building a workstation that will
run multiple virtual machines? (Choose two.)
A: amount of RAM
A: number of CPU cores

Q: Which two components are commonly replaced when a computer system with a newer motherboard
is being upgraded? (Choose two.)
A: RAM
A: CPU
Q: What are two reasons for installing a second hard disk drive inside an existing computer? (Choose
two.)
A: to support a RAID array
A: to store the system swap file
Q: A technician has just finished assembling a new computer. When the computer is powered up for the
first time, the POST discovers a problem. How does the POST indicate the error?
A: It issues a number of short beeps.
Q: What is a function of the BIOS?
A: performs a check on all internal components
Q: A technician has assembled a new computer and must now configure the BIOS. At which point must a
key be pressed to start the BIOS setup program?
A: during the POST
Q: How does an inline UPS protect computer equipment against electrical power brownouts and
blackouts?
A: by using a battery to supply a constant level of voltage
Q: Which condition refers to a reduced voltage level of AC power that lasts for an extended period of
time?
A: brownout
Q: How should a technician dispose of an empty inkjet printer cartridge?
A: Follow local regulations for disposal.
Q: What makes CRT monitor disposal dangerous for a technician who is handling the disposal?
A: potential residual high voltage
Q: Which type of interface was originally developed for high-definition televisions and is also popular to
use with computers to connect audio and video devices?
A: HDMI
Q: What is indicated by the contrast ratio of a monitor?
A: the difference in the intensity of light between the brightest white and darkest black that can be
displayed
Q: What electrical unit refers to the number of electrons moving through a circuit per second?
A: current
Q: What characteristic of electricity is expressed in watts?
A: the work required to move electrons through a circuit multiplied by the number of electrons flowing
through a circuit per second
Q: Which is a BIOS security feature that can prevent data from being read from a hard drive even if the
hard drive is moved to another computer?
A: drive encryption
Q: What data is stored in the CMOS memory chip?
A: BIOS settings
Q: What is the purpose of LoJack?
A: It allows the owner of a device to remotely locate, lock, or delete all files from the device.
Q: What is one purpose of adjusting the clock speed within the BIOS configuration settings?
A: to allow the computer to run slower and cooler
Q: A user playing a game on a gaming PC with a standard EIDE 5400 RPM hard drive finds the
performance unsatisfactory. Which hard drive upgrade would improve performance while providing
more reliability and more energy efficiency?
A: an SSD
Q: Which security feature in modern CPUs protects memory areas that contain part of the operating
system from malware attacks?
A: execute disable bit
Q: A user reports that every morning when a particular computer is turned on, the configuration settings
on that computer have to be reset. What action should be taken to remedy this situation?
A: Replace the CMOS battery.
Q: A data analyst has asked a technician to help protect locally stored data by installing a RAID. What is
the minimum number of drives the technician has to install if configuring a RAID level 6?
A: 3
A: 4
A: 4
A: 2
A: 3
A: 3
A: 3
A: 3
A: 4
A: 2
Q: A technician has been asked to configure several computers with RAID. The customer needs
protection if one drive fails, fast access, and drive capacity. Which RAID should the technician install?
A: RAID 5
protection if two drive fails and wants as much drive capacity as possible. Which RAID should the
technician install?
A: RAID 6
protection if two drive fails and wants as much drive capacity as possible. Which RAID should the
technician install?
A: RAID 6
protection for one drive failure and only has room in the computer for two drives. Which RAID should
the technician install?
A: RAID 1
Q: A technician has been asked to configure several computers with RAID. The customer wants RAID and
full drive capacity, but does not care about a drive failure, because all data is constantly backed up. The
computer where the RAID is to be installed only has room for two drives. Which RAID should the
technician install?
A: RAID 0
Q: A technician has been asked to configure several computers with RAID. The customer wants data to
be stored on two drives that are used to maximum capacity and does not care if a single drive fails,
because data is backed up hourly. Which RAID should the technician install?
A: RAID 0
Q: A technician has been asked to configure several computers with RAID. The customer wants data to
be stored on three drives and protection for one drive failure. Which RAID should the technician install?
A: RAID 5
Q: A technician has been asked to configure several computers with RAID. The customer wants three
drives to be used and protection if one drive fails. Which RAID should the technician install?
A: RAID 5
Q: A technician has been asked to configure several computers with RAID. The customer wants to
incorporate mirroring and striping as part of the RAID. Which RAID should the technician install?
A: RAID 10
Q: A technician has been asked to configure several computers with RAID. The customer wants the best
RAID possible with three drives used. Which RAID should the technician install?
A: RAID 6
Q: A technician is selecting a PC that will be used by a user as a thin client. What is a major consideration
that needs to be taken into account?
A: network connection to a server

Q: A technician is selecting a web server that will be used to host multiple gaming applications. What is a
major consideration that needs to be taken into account?
A: powerful processor
Q: A technician is selecting a web server that will be used to host multiple gaming applications. What is a
A: powerful processor
Q: A technician is selecting a PC that will be used by a songwriter to mix tracks. What is a major
consideration that needs to be taken into account?
A: specialized audio card
Q: A technician is selecting a laptop that will be used by a teleworker for connecting to the internet
while traveling anywhere. What is a major consideration that needs to be taken into account?
A: cellular card
Q: A technician is selecting a server that will be used by a cloud provider for data storage. What is a
A: multiple large hard drives
Q: A technician is selecting a server that will be used by a cloud provider to provide fault tolerance for
large quantities of stored data. What is a major consideration that needs to be taken into account?
A: RAID
Q: A technician is selecting a server that will be used by a cloud provider to provide fault tolerance for
large quantities of stored data. What is a major consideration that needs to be taken into account?
A: RAID
Q: A technician is selecting a PC that will be used by an employee who wants to share a keyboard and
mouse among three devices. What is a major consideration that needs to be taken into account?
A: KVM switch
Q: A technician is selecting a PC that will be used by an employee who wants to share a keyboard and
mouse among three devices. What is a major consideration that needs to be taken into account?
A: KVM switch
Q: 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?
A: adding more RAM
Q: 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?
A: The CPU is overheating.
Q: A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and identifies
that the BIOS rediscovers all the hardware at every boot. What action would fix this problem?
A: Replace the CMOS battery.
Q: A user has noticed that the hard drive LED on the front of the computer has stopped working.
However, the computer seems to be functioning normally. What is the most likely cause of the
problem?
A: The hard drive LED cable has come loose from the motherboard.
Q: 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?
A: The RAM modules were not seated firmly.

Q: What component is most suspect if a burning electronics smell is evident?
A: power supply
Q: When troubleshooting a computer, where can a technician find updated information about errors
caused by the system, the user, or the software?
A: Event Viewer
Q: During what step in the troubleshooting process does the technician demonstrate to the customer
how the solution corrected the problem?
A: Document the findings, actions, and outcomes.
Q: If a technician is unable to create a backup of data on a customer computer, what three pieces of
information should the technician include on the liability release form signed by the customer before
beginning work? (Choose three.)
A: permission to work on the computer without a current backup available
A: a release from liability if data is lost or corrupted
A: a description of the work to be performed
Q: What should a technician do before beginning any troubleshooting steps on a customer computer?
A: Perform a data backup.
Q: After consulting the manufacturer manuals, a technician applies a series of recommended solutions
that resolve a problem with a workstation computer. What is the next step in the troubleshooting
process that the technician should perform?
A: Verify the solution and confirm full system functionality.
Q: A customer asks for a solution to a printer problem that is beyond the knowledge level of the
technician. What should the technician do?
A: Gather as much information as possible and escalate the problem.
Q: A computer technician performed a number of actions to correct a problem. Some actions did not
solve the problem, but eventually a solution was found. What should be documented?
A: everything that was done to try to solve the problem
Q: A specific computer has an issue that could not be resolved by the help desk technician. The on-site
technician finds that Windows updates have been disabled. The technician re-enables the update
service, configures the computer for automatic updates, downloads and installs all missing updates,
ensures the computer boots successfully, and verifies with the customer that the issue has been
resolved. Which step, if any, is next?
A: Document the findings, actions, and outcomes.
Q: A helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is Greg. How may I
help you today?” The frantic caller states, “My computer will not turn on and I have a presentation in 15
minutes.” The technician responds, “Now calm down and let us see what we can do.” The technician
then proceeds to lead the caller through the process of checking power cables and power lights. Which
troubleshooting step is being used at this point?
A: Identify the problem.
Q: What is the purpose of documenting the information that is obtained from the customer in the work
order?
A: to use the information to aid in solving the problem
Q: What is the next step after a possible solution is implemented during a troubleshooting process?
A: Verify the full system functionality and apply maintenance procedures.
Q: An employee reports that the output of a workstation display is distorted. The technician checks the
manufacturer website and downloads the latest version of the video driver. After the video driver is
installed, what should the technician do next?
A: Open a video editing application to verify the video performance.

Q: Which two types of data should be backed up before troubleshooting a computer for a customer?
(Choose two.)
A: Internet Explorer favorites files
A: documents that are created by the customer
Q: In which step of the troubleshooting process would a technician have to do more research on the
Internet or within the computer manual in order to solve a problem?
A: Establish a plan of action to resolve the problem and implement the solution.
Q: What are three benefits of computer preventive maintenance? (Choose three.)
A: improvement in data protection
A: extension of the life of components
A: reduction in the number of equipment failures
Q: What is the best way to determine if a CPU fan is spinning properly?
A: Visually inspect the fan when the power is on to ensure it is spinning.
Q: 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?
A: Remove dust from intake fans.
Q: What is a primary benefit of preventive maintenance on a PC?
A: It extends the life of the components.

Q: 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?
A: Run a full virus scan on the computer.
Q: A customer is considering a multipurpose device to create a home network. Which three devices are
usually integrated into a multipurpose network device? (Choose three.)
A: switch
A: router
A: wireless access point
Q: Which two devices are commonly powered by PoE? (Choose two.)
A: access point
A: IP phone
Q: Which two types of signal interference are reduced more by STP than by UTP? (Choose two.)
A: RFI
A: EMI
Q: When would a printer be considered a network host?
A: when it is connected to a switch
Q: Which technology is most often used to connect devices to a PAN?
A: Bluetooth
Q: A network specialist has been hired to install a network in a company that assembles airplane
engines. Because of the nature of the business, the area is highly affected by electromagnetic
interference. Which type of network media should be recommended so that the data communication
will not be affected by EMI?
A: fiber optic
Q: How many devices can a Bluetooth device connect to simultaneously?
A: 7
Q: Which network device makes forwarding decisions based on the destination MAC address that is
contained in the frame?
A: switch
Q: What is a common function of a proxy server?
A: to store frequently accessed web pages on the internal network
Q: What is a characteristic of a WAN?
A: It connects multiple networks that are geographically separated.
Q: What is the correct order of the layers of the TCP/IP model from the top layer to the bottom?
A: application, transport, internet, network access
Q: Which IEEE standard operates at wireless frequencies in both the 5 GHz and 2.4 GHz ranges?
A: 802.11n
Q: Which pairs of wires change termination order between the 568A and 568B standards?
A: green and orange
Q: Which device provides wireless connectivity to users as its primary function?

A: access point
Q: Which type of connection to the Internet is capable of the fastest transfer rates?
A: fiber
Q: A user needs to access the Internet from home. Which device is needed if a user connects to an ISP
through the telephone network?
A: DSL modem
Q: Which well-known port number is used by the DHCP (client) protocol?
A: 68
Q: A technician with a PC is using multiple applications while connected to the Internet. How is the PC
able to keep track of the data flow between multiple application sessions and have each application
receive the correct packet flows?
A: The data flow is being tracked based on the source port number that is used by each application.
Q: Which type of server would be used to keep a historical record of messages from monitored network
devices?
A: syslog
Q: Which network device would be the most appropriate to provide stateful packet filtering, email
filtering, and VPN services?
A: UTM
Q: Which smart home wireless technology has an open standard that allows up to 232 devices to be
connected?
A: Z-Wave
Q: Which network device allows administrators to remotely manage many devices through one
dashboard interface?
A: cloud-based network controller
Q: Which internet connection type is an always-on service that uses radio signals sent from a tower to a
receiver in a home or business?
A: line of sight wireless
Q: Which type of server would support the SMTP, POP, and IMAP protocols?
A: email
Q: A client packet is received by a server. The packet has a destination port number of 21. What service
application is the client requesting?
A: FTP
A: NetBIOS (NetBT)
A: SSH
A: IMAP
A: SNMP
A: Telnet
A: LDAP
A: SMTP
A: LDAP
A: DNS
Q: A technician is searching through a storage locker and finds a PoE injector. What is the purpose of
this device?
A: It is a device that can be inserted in the middle of a cable run to add power.
Q: A technician is searching through a storage locker and finds a managed switch. What is the purpose
of this device?
A: It connects multiple end devices and can be configured for VLANs and port security.
Q: A technician is searching through a storage locker and finds a Powerline networking connector. What
is the purpose of this device?
A: It is a device that uses existing electrical wiring to connect devices and sends data using specific
frequencies.
Q: A technician is searching through a storage locker and finds a cable modem. What is the purpose of
this device?
A: It connects a home or business network to a company that provides internet connectivity as well as
television signals.
Q: A technician is searching through a storage locker and finds an unmanaged switch. What is the
purpose of this device?
A: It is a device whose sole purpose is to connect end devices and to microsegment a LAN.
Q: A technician is searching through a storage locker and finds a DSL modem. What is the purpose of this
device?
A: It connects the network of a user to the digital infrastructure of a phone company, providing always-
on service.
Q: A technician is searching through a storage locker and finds an access point. What is the purpose of
this device?
A: It uses radio waves to provide network access to wireless devices.

Q: A technician is searching through a storage locker and finds a router. What is the purpose of this
device?
A: It connects networks and forwards traffic to remote networks by using IP addressing information.
Q: A technician is searching through a storage locker and finds a cloud-based network controller. What
A: It is a device that allows a network administrator to manage many remote networking devices from a
central location.
Q: A technician is searching through a storage locker and finds a firewall. What is the purpose of this
device?
A: It is placed between two or more networks and protects data and equipment from unauthorized
access.
Q: What is a feature of a dial-up connection?
A: the use of an analog modem to transmit data over voice telephone lines
Q: What type of connector is used to connect an analog modem to a telephone line socket?
A: RJ-11
Q: Which device acts as a termination point for cable runs and keeps cables secure and safely out of
walkways?
A: patch panel
Q: A technician is searching through a storage locker and finds an Ethernet NIC. What is the purpose of
this device?
A: It is needed to connect a computer to a wired local-area network.

Q: A technician is searching through a storage locker and finds a wireless NIC. What is the purpose of
this device?
A: It is needed to connect a computer or smart device to an 802.11 network.
Q: A technician is searching through a storage locker and finds a Cisco ASA 5505-X (UTM). What is the
A: It is an all-in-one security appliance that includes IDS/IPS functionality as well as stateful firewall
services.
Q: A technician is searching through a storage locker and finds a patch panel. What is the purpose of this
device?
A: It provides a wired or wireless connection between end devices, switches, and routers and in some
cases, can regenerate weak signals.
Q: A technician is searching through a storage locker and finds a repeater. What is the purpose of this
device?
A: It is used to regenerate weak signals to extend the distance a signal can travel.
Q: Users in a recently installed wireless network are complaining of slow data transfer and frequent loss
of connectivity. The technician checks that the wireless security is correctly implemented, and there is
no evidence of unauthorized users on the network. Which two problems might the technician suspect?
(Choose two.)
A: There is interference from outside sources.
A: The wireless signal is too weak.
Q: A wired network is undergoing several changes that could leave it vulnerable to connection by
unauthorized devices while the work is in progress. Which two temporary measures would enable the
authorized devices to continue to have network access but prevent unauthorized devices from
connecting? (Choose two.)
A: Disable DHCP.
A: Assign static IP addresses to the authorized devices.

Q: What two default wireless router settings can affect network security? (Choose two.)
A: The SSID is broadcast.
A: A well-known administrator password is set.
Q: A network technician is checking a computer to see if the DHCP client is working correctly. The
technician issues the ipconfig /all command. Which two parameters should the technician review?
(Choose two.)
A: default gateway
A: subnet mask
Q: A technician is troubleshooting a problem where the user claims access to the Internet is not
working, but there was access to the Internet the day before. Upon investigation, the technician
determines that the user cannot access the network printer in the office either. The network printer is
on the same network as the computer. The computer has 169.254.100.88 assigned as an IP address.
What is the most likely problem?
A: The computer cannot communicate with a DHCP server.
Q: A user can print to a printer that is on the same network, but the traffic of the user cannot reach the
Internet. What is a possible cause of the problem?
A: The PC default gateway address is missing or incorrect.
Q: Port triggering has been configured on a wireless router. Port 25 has been defined as the trigger port
and port 113 as an open port. What effect does this have on network traffic?
A: All traffic that is sent out port 25 will open port 113 to allow inbound traffic into the internal network
through port 113.
Q: A PC is not able to connect to a wired network. Pinging the loopback address is successful, but the
gateway cannot be reached. On the network switch all the interface lights are on, except for the
interface connected to the PC. The LED on the network card is off. What is the most likely cause of this
problem?
A: The network cable is faulty.

Q: The current IP configuration of a small company is done manually and is time-consuming. Because of
increased network growth, a technician needs a simpler way for IP configuration of workstations. Which
service would simplify the workstation IP configuration task?
A: DHCP
Q: A technician troubleshooting a network problem has used CLI commands to determine that a
computer has not been allocated a correct IP address from the DHCP server. Which command can the
technician use to solve this problem?
A: ipconfig/renew
Q: Which network protocol is used to automatically assign an IP address to a computer on a network?
A: DHCP
Q: What security technique could provide secure access to a server located in a small office without the
expense of implementing a DMZ or purchasing a hardware firewall?
A: implement port forwarding
Q: A group of users is unable to connect to the network. When testing several of the PCs and issuing the
command ipconfig, the technician notices that all of them have an IP address in the 169.254.x.x range.
What is the most likely cause of this problem?
A: The DHCP server is not operational.
Q: What is the correct compressed format of the IPv6 address

2001:0db8:eeff:000a:0000:0000:0000:0001?
A: 2001:db8:eeff:a::1
Q: What is the proper CIDR prefix notation for a subnet mask of 255.0.0.0?
A: /8
Q: A technician is configuring the channel on a wireless router to either 1, 6, or 11. What is the purpose
of adjusting the channel?
A: to avoid interference from nearby wireless devices
Q: Which network server is malfunctioning if a user can ping the IP address of a web server but cannot
ping the web server host name?
A: the DNS server
Q: Multiple users report that the workstations are assigned a 169.254.x.x IP address. The users are able
to communicate only between each other. What is a possible solution?
A: Restart the DHCP server.
Q: An administrator deploys wireless access points across the office to provide wireless network
connectivity to users. Each workstation receives an IP address via DHCP. After a file server with a static
IP is connected to the wired network, the administrator receives an IP address conflict message. What is
a possible solution?
A: Change the static IP configured on the file server.
Q: A workstation has been moved from the first floor to the fifth floor within an organization. The user is
now reporting that the workstation cannot connect to the network. A technician suspects that the
workstation could not obtain an IP address from a DHCP server. What is a possible cause of the
problem?
A: The workstation has been configured with a static IP address.
Q: A device has been assigned the IPv6 address of 2001:0db8:cafe:4500:1000:00d8:0058:00ab/64.

Which is the host identifier of the device?
A: 1000:00d8:0058:00ab
Q: Which IPv6 address represents the most compressed form of the IPv6 address
2001:0db8:cafe:0000:0835:0000:0000:0aa0/80?
A: 2001:db8:cafe:0:835::aa0/80
Q: After having talked to the customer, a network technician suspects that an invalid IP address is the
most likely cause of a network issue. Which step of the troubleshooting process does this represent?
A: Establish a theory of probable cause.
Q: Which filtering method uses the physical address to specify exactly which device is allowed or
blocked from sending data on a network?
A: MAC address filtering
Q: How many bits are used to represent an IPv6 address?
A: 128
Q: How many bits are used to represent the host address of a computer with the IP address of
192.168.1.25 and a subnet mask of 255.255.255.0?
A: 8
A: 8
A: 8
Q: How many bits are used to represent the network address of a host with an IP address of
A: 16
A: 16
Q: How many bits are used to represent the OUI part of the MAC address of a NIC card?
A: 24
A: 24
Q: How many bits are used to represent a MAC address?
A: 48
A: 48
Q: A group of users is unable to connect to the network. When testing several of the PCs and issuing the
command ipconfig , the technician notices that all of them have an IP address in the 169.254.x.x range.
What is the most likely cause of this problem?
A: The DHCP server is not operational.
Q: To clean laptops, which two products are recommended? (Choose two.)
A: cotton swabs
A: mild cleaning solution
Q: What are three common input devices found on laptops? (Choose three.)
A: touchpad
A: fingerprint reader
A: web camera
Q: Which two statements are true of a laptop CPU when compared to a desktop CPU? (Choose two.)
A: Laptop CPUs use smaller cooling devices.
A: Laptop CPUs are designed to produce less heat.
Q: A technician has been asked to decide which laptop components should be cleaned on a monthly
basis as part of a maintenance routine. What are two examples of components that should be included?
(Choose two.)
A: exterior case
A: keyboard
Q: What are two methods typically used on a mobile device to provide internet connectivity? (Choose
two.)
A: cellular
A: Wi-Fi
Q: A customer brings a laptop into a computer repair shop. The technician can tell that the laptop is
powered on by the power light, but nothing displays on the screen. What are two possible issues that
could cause this symptom? (Choose two.)
A: The laptop has gone into sleep mode.
A: The screen cutoff switch needs cleaning or is damaged.

Q: Which type of RAM modules are designed for the space limitations of laptops?
A: SODIMMs
Q: What is a design consideration for mobile CPUs used in laptops compared with desktop CPUs?
A: They require smaller cooling mechanisms than desktops do.
Q: Which protocol can be used to transfer messages from an email server to an email client?
A: POP3
Q: What is a characteristic of laptop motherboards?
A: Laptop motherboards are proprietary.
Q: What device setting is used to share the cellular WAN connection of a phone in order to allow other
devices to connect to the Internet?
A: mobile hotspot
Q: Which laptop component is commonly found in the laptop lid?
A: Wi-Fi antenna
Q: What is the purpose of a digitizer in a mobile device?
A: to convert user touch actions to digital input signals
Q: What type of backlight is used in an LED display?
A: LED
Q: Where is an integrated microphone normally located on a laptop?
A: in the top of the display
Q: Which ACPI state turns the CPU and RAM off and copies the contents of RAM to a temporary file on
the hard disk?
A: S4
Q: What could be used in conjunction with a laptop in order to read flash media?
A: card reader
Q: Which step would be important in the removal of laptop memory?
A: Press outward on the clips that hold the memory module.
Q: Which laptop component would be considered an FRU?
A: display
Q: Which characteristic should be considered when a replacement mobile device battery is being
selected?
A: It has the same power ratings.
Q: Which specialized mobile device is commonly used with VR and AR?
A: headset
Q: Which cellular technology supports speeds up to 20 Gbps?
A: 5G
Q: A technician is configuring a device and the device shows that it is pairing. Which mobile technology
is being used?
A: Bluetooth
Q: Which app is used to synchronize data to an iOS-based mobile device?
A: iTunes
Q: A technician has been called on site to help a user who has a laptop problem. At which point should
the technician look online for additional possible solutions to a laptop problem?
A: after testing a theory to determine the cause
Q: An employee wants to include pictures and documents when sending email messages on a mobile
device. What technology allows this task to be accomplished?
A: MIME
Q: A lawyer wants to give a laptop the ability to connect to the internet through the cellular network.
What technology allows this task to be accomplished?
A: mobile hotspot
Q: A lawyer wants to enable a smartphone to be used as a hands-free device. What technology allows
this task to be accomplished?
A: Bluetooth
Q: A doctor wants to use a cell phone for entertainment without connecting to any networks. What
technology allows this task to be accomplished?
A: airplane mode
Q: A doctor wants to make a backup copy of all of the data on a mobile device. What technology allows
A: cloud service
Q: A student wants to make a backup copy of all of the data on a mobile device. What technology allows
A: cloud service
Q: A student wants to make mobile phone calls over a wireless data network based on 802.11
technology. What technology allows this task to be accomplished?
A: Wi-Fi calling
Q: A salesperson wants to make mobile phone calls over a wireless data network based on 802.11
technology. What technology allows this task to be accomplished?
A: Wi-Fi calling
Q: A salesperson wants to embed the location on a digital photograph to record where it was taken.
What technology allows this task to be accomplished?
A: geotagging
Q: A manager wants to have a laptop with touchscreen capabilities. What technology allows this task to
be accomplished?
A: digitizer
Q: A student wants to make a backup copy of all of the data on a personal mobile device. What
technology, product, or setting allows this task to be accomplished?
A: cloud service
Q: An employee wants to find an alternate route home because the usual route is blocked by an
accident. What technology, product, or setting allows this task to be accomplished?
A: GPS
Q: A salesperson wants to embed geographical location metadata onto various media such as
photographs and videos. What technology, product, or setting allows this task to be accomplished?
A: geotagging
Q: A lawyer wants to give a laptop the ability to access the internet through a cellular network. What
A: mobile hotspot
Q: A manager wants to purchase a specialized mobile device for a new VR game. What technology,
product, or setting allows this task to be accomplished?
A: headset
Q: An executive wants to enable a cell phone to be used as a hands-free device. What technology,
A: Bluetooth
Q: An analyst wants to communicate with the company while exercising and be able to track personal
physical activity. What technology, product, or setting allows this task to be accomplished?
A: smartwatch
Q: A student wants to make a backup copy of all of the data on a personal mobile device. What
A: cloud service
Q: An employee wants to pay for a product just by tapping a smartphone on a sensor. What technology,
A: NFC
Q: A salesperson wants to embed geographical location metadata onto various media such as
photographs and videos. What technology, product, or setting allows this task to be accomplished?
A: geotagging
Q: A technician working on a cell phone must provide documentation regarding the phone. Where
would the technician find the IMSI information?
A: on the SIM card or programmed on the phone
Q: An entrepreneur is opening a computer store in a small town and wants to display a few laptops in
the store, but is concerned about security. What physical laptop feature might assist in addressing this
issue?
A: security slot
Q: A technician is troubleshooting a laptop with an unresponsive touchscreen. What could be the

probable cause?
A: The screen is dirty.
Q: A technician is working on a laptop and the GPS is not functioning. What is a probable cause for this
situation?
A: A service is disabled.
situation?
situation?
A: Airplane mode is turned on.
Q: A technician is working on a laptop and an app is not loading. What is a probable cause for this
situation?
A: An app needs to be restarted.
situation?
Q: A technician is working on a laptop and an app is not responding. What is a probable cause for this
situation?
Q: A technician is working on a laptop and an error message about decryption appears when opening an
email. What is a probable cause for this situation?
A: A digital certificate is missing.
A: The security certificate is not recognized.

A: The security certificate is not recognized.
Q: What are two cables that are used to connect a computer to a printer? (Choose two.)
A: serial
A: FireWire
Q: What are two functions of a print server? (Choose two.)
A: provide print resources to all connected client computers
A: store print jobs in a queue until the printer is ready
Q: What are two methods to connect to a printer wirelessly? (Choose two.)
A: IEEE 802.11 standards
A: Bluetooth
Q: What are two probable causes for printer paper jams? (Choose two.)
A: high humidity
A: the wrong type of paper
Q: Which factor affects the speed of an inkjet printer?
A: the desired quality of the image
Q: What is a characteristic of thermal inkjet nozzles?
A: The heat creates a bubble of steam in the chamber.

Q: In laser printing, what is the name of the process of applying toner to the latent image on the drum?
A: developing
Q: What is the purpose of the Additional Drivers button in the Sharing tab of the Printer Properties?
A: to add additional drivers for other operating systems
Q: A Windows 7 computer has several printers configured in the Control Panel Devices and Printers
window. Which printer will the computer choose to be the first option for printing?
A: the printer that is set as the default printer
Q: Which type of print server provides the most functions and capabilities?
A: a dedicated PC print server
Q: A user discovers that an inkjet color printer is printing different colors from those that are shown on
the screen. What can be done to solve this problem?
A: Calibrate the printer.
Q: What is a characteristic of global and per-document options in print settings?
A: Per-document options override global options.
Q: After applying a solution to a printer problem, a technician restarts the printer and prints a test page.
Which step of the troubleshooting process is the technician applying?
A: verifying the solution and system functionality
Q: A technician recorded that a new fuser roller unit was installed in a laser printer to solve a printing
problem. Which step in the troubleshooting process did the technician just perform?
A: documenting findings, actions, and outcomes
Q: Which action supports an effective printer preventive maintenance program?
A: Reset the printer page counters if available.
Q: How can the life of a thermal printer be extended?
A: Clean the heating element regularly with isopropyl alcohol.
Q: In Windows 8, what must be configured to enable one user to share a USB-connected printer with
another user on the same network?
A: File and printer sharing
Q: The users on a LAN are reporting that computers respond slowly whenever high resolution
photographs are being printed on the color laser printer. What would be the cause of this problem?
A: The printer does not have enough memory to buffer an entire photograph.
Q: A technician is installing a printer that will be directly connected to a computer. Why does the
technician not connect the printer initially during the installation process?
A: The printer driver might need to be installed first before the printer is connected.
Q: Which statement describes a printer driver?
A: It is software that converts a document into the format that a printer can understand.
Q: What type of connection would be used to connect a printer directly to the network?
A: Ethernet
Q: What mechanism is used in a laser printer to permanently fuse the toner to the paper?
A: heat
Q: What corrective action would a technician take in response to a print spooler error?
A: restart the print spooler
Q: What corrective action should be taken if a printer is printing faded images?
A: replace the toner cartridge
Q: What would cause an inkjet printer to fail to print any pages?
A: The ink cartridge is empty.
Q: A user tells a technician that the printer does not respond to attempts to print a document. The
technician attempts to print a document and the printer does not output any pages. The technician
notices that the printer LCD display is blank and unlit. What is most likely the problem?
A: The printer is not turned on.
Q: A technician is complaining about the following printer issue: The toner is not fusing to the paper.
What are two possible causes of this issue? (Choose two.)
A: The toner cartridge is defective.
A: The paper might be incompatible with the printer.
Q: A librarian is complaining about the following printer issue: My impact printer produces faded or light
characters. What are two possible causes of this issue? (Choose two.)
A: The ribbon may be worn out.
A: The ribbon may be damaged.

Q: A teacher is complaining about the following printer issue: The paper is creased after printing. What
are two possible causes of this issue? (Choose two.)
A: The paper-feed tray might not be firmly adjusted against the edges of the printer.
A: The paper might be loaded incorrectly.
Q: A receptionist is complaining about the following printer issue: The print queue seems to be
functioning properly, but the printer does not print. What are two possible causes of this issue? (Choose
two.)
A: There is a bad cable connection.
A: The printer has an error such as out of paper, out of toner, or paper jam.
Q: A photographer is complaining about the following printer issue: The printer issues a “Document
failed to print” message. What are two possible causes of this issue? (Choose two.)
A: A cable is loose or disconnected.
A: The printer is no longer shared.
Q: A reporter is complaining about the following printer issue: The paper jams when the printer is
printing. What are two possible causes of this issue? (Choose two.)
A: The printer could be dirty.
A: The humidity could be high and that causes the paper to stick together.
Q: A manager is complaining about the following printer issue: The ink printer is printing blank pages.
A: The print head is clogged.
A: The printer is out of ink or toner.
Q: A technician is complaining about the following printer issue: The print appears faded on the paper.
A: The toner cartridge is low.

Q: A librarian is complaining about the following printer issue: The printer control panel displays no
image. What are two possible causes of this issue? (Choose two.)
A: The contrast of the screen may be set too low.
Q: All documents printed by the laser printer in the branch office have ghost or shadow images
appearing on the paper. What should the technician do to resolve the issue?
A: Replace the drum.
Q: An office assistant in a law firm is trying to print many large legal documents but is getting “memory
overload” error messages from the printer. What should the technician do to resolve the issue?
A: Add more memory to the printer.
Q: A reporter is trying to print several high resolution photographs but the color laser printer is going
extremely slowly. What should the technician do to resolve the issue?
A: Add more RAM to the printer.

Q: A new printer has just been installed deep in a mine. When test pages are printed, the paper
constantly jams. What should the technician do to resolve the issue?
A: Move the printer to a less-humid location.
Q: A user complains that recently every printed document has vertical lines and streaks on the paper.
What should the technician do to resolve the issue?
A: Distribute the toner more evenly within the cartridge.
Q: A school is installing a new shared printer but the printer is not showing up on the list of available
printers. What should the technician do to resolve the issue?
A: Manually add the printer IP address.
Q: Employees are complaining that they send print jobs to a newly installed printer but the print jobs
never print. What should the technician do to resolve the issue?
A: The printer is connected to the wrong port. Modify the port.
Q: A small company is moving towards sharing printers to reduce the number of printers used within the
company. The technician has security concerns. What security risk is associated with sharing a printer?
A: data privacy
Q: A technician is programming a wireless printer to connect to the wireless network and communicate
wirelessly with nearby devices. Which two wireless modes are used for wireless printer connectivity?
(Choose two.)
A: ad hoc
A: infrastructure
Q: Users have noticed that the colors on their printed documents are different from the colors that they
see on their computer screens. What should the technician do to resolve the issue?
Q: A technician has just completed a preventive maintenance on the department printer. Users are now
complaining that the printer is no longer available. What should the technician do to resolve the issue?
A: Check that the printer is plugged into a power source.
Q: Employees of a small business are complaining that the printer is printing faded images. What should
the technician do to resolve the issue?
A: Replace the toner cartridge.
Q: A user is complaining that the printer is printing pages with no image on them. What should the
technician do to resolve the issue?
Q: A manager is complaining that the toner is coming off the pages printed by the laser printer. What
should the technician do to resolve the issue?
A: Replace the fuser.
Q: A software engineer is involved in the development of an application. For usability tests, the engineer
needs to make sure that the application will work in both Windows 7 and Windows 8 environments. The
features and functions must be verified in the actual OS environment. The engineer is using a Windows
7 workstation. What two technologies can help the engineer achieve the usability tests? (Choose two.)
A: dual boot
A: client-side virtualization
Q: Which two business and technical challenges does implementing virtualization within a data center
help businesses to overcome? (Choose two.)
A: physical footprint
A: power and air conditioning
Q: What are two advantages of using PC virtualization? (Choose two.)
A: It allows multiple operating systems to run on a single PC simultaneously.
A: It can provide cost savings.
Q: A small company is considering moving many of its data center functions to the cloud. What are three
advantages of this plan? (Choose three.)
A: The company only needs to pay for the amount of processing and storage capacity that it uses.
A: The company can increase processing and storage capacity as needed and then decrease capacity
when it is no longer needed.
A: The company does not need to be concerned about how to handle increasing data storage and
processing demands with in-house data center equipment.
Q: A college uses virtualization technology to deploy information security courses. Some of the lab
exercises involve studying the characteristics of computer viruses and worms. What is an advantage of
conducting the lab exercises inside the virtualized environment as opposed to using actual PCs?
A: The lab exercises are performed faster inside of the virtualized environment.
A: Virus and worm attacks are more easily controlled in a virtualized environment, thus helping to
protect the college network and its devices from attack.
Q: What technology allows users to access data anywhere and at any time?
A: Cloud computing
Q: True or False.
A: false
Q: How does virtualization help with disaster recovery within a data center?
A: support of live migration
Q: Which type of hypervisor would most likely be used in a data center?
A: Type 1
Q: What is the main function of a hypervisor?
A: It is used to create and manage multiple VM instances on a host machine.
Q: Which statement describes a characteristic of cloud computing?
A: Applications can be accessed over the Internet by individual users or businesses using any device,
anywhere in the world.
Q: A technician needs to use an application that is not supported by Windows operating systems on the
PC. How can the technician make this application run on the PC?
A: Create a virtual machine with an operating system that supports the application.
Q: Which Cloud computing service would be best for an organization that does not have the technical
knowledge to host and maintain applications at their local site?
A: SaaS
Q: What is a difference between the functions of Cloud computing and virtualization?

A: Cloud computing separates the application from the hardware whereas virtualization separates the
OS from the underlying hardware.
Q: Which is a characteristic of a Type 1 hypervisor?
A: installed directly on a server
Q: Which is a characteristic of a Type 2 hypervisor?
A: does not require management console software
Q: Which cloud model provides services for a specific organization or entity?
A: a private cloud
Q: Which type of Hypervisor is implemented when a user with a laptop running the Mac OS installs a
Windows virtual OS instance?
A: type 2
Q: A training company offers many application courses based on Windows. The company is looking for a
solution to provide a hands-on learning and practice environment to remote learners. The goal is to
provide a uniform learning environment to all users. Which cloud-based solution would help the
company to achieve the goal?
A: virtual desktop infrastructure
Q: A small college wishes to deploy a leaning management system (LMS) and is looking for a hosted
solution. Which type of cloud-based solution would help the college to achieve the goal?
A: virtual application stream

Q: A freelance reporter wishes to use a service that allows files to be accessed at any time from any
device. Whenever the reporter starts the laptop and connects to the internet, the files stored on the
laptop must be synchronized with the service automatically. Which solution will meet the requirements?
A: Dropbox
Q: A software company has groups of developers located in different cities around the world. The
company is using a cloud-based development environment so that all developers can access the same
software development tools. Which cloud service is used by the company?
A: PaaS
Q: An international civil engineering association has members from all over the world. The research
division of the association plans to have a cloud-based service to share research ideas and to promote
collaboration among members in multiple divisions of the association. Which cloud model is suitable for
them?
A: community
Q: A computer user logs a problem stating that the computer is emitting a loud clicking noise. Which
device should the technician check first?
A: hard drive
A: hard drive
Q: While a technician is installing a printer, the technician hears a loud clicking noise. Which device
should the technician check first?
A: hard drive
Q: While working in a computer training room, the technician notices that one computer emits a loud
clicking noise. Which device should the technician check first?
A: hard drive
A: hard drive
Q: Every time a user turns on the computer in the morning, the user hears a loud clicking noise. Which
A: hard drive
A: hard drive
Q: When a co-worker steps into another office, the co-worker notices that the computer is making a
loud clicking noise and asks about it. The technician is contacted to investigate. Which device should the
technician check first?
A: hard drive
Q: When a user turns on a workstation, the screen displays an “Invalid Boot Disk” error. The user calls
the help desk. Which device should the technician check first?
A: hard drive
A: hard drive
Q: A small college wishes to deploy a learning management system (LMS) and is looking for a hosted
solution. Which type of cloud-based solution would help the college to achieve the goal?
A: virtual application stream
Q: What are two types of computer user interface? (Choose two.)
A: CLI
A: GUI
Q: What are two default account types provided by Windows 10? (Choose two.)
A: Administrator
A: Standard User
Q: Which term best describes the process of breaking a program into smaller parts that can be loaded as
needed by the operating system?
A: multithreading
Q: What is the default file system used during a fresh installation of Windows 7?
A: NTFS
Q: A user installs a new sound card driver in a computer that is working properly. After the installation of
the drivers for the new sound card, the computer fails to boot. Which quick fix can the user implement
to return to the previous working state?
A: Boot to Last Known Good Configuration.
Q: What is a possible situation when it might be necessary to boot Windows 7 from a USB device, a CD,
or a DVD?
A: to repair the system

Q: What feature of an operating system allows it to support two or more CPUs?
A: multiprocessing
Q: What term is used to describe a logical drive that can be formatted to store data?
A: partition
Q: Which key, when pressed during the boot process, will allow the user to choose to start Windows in
safe mode?
A: F8
Q: Which file system is used to access files over a network?
A: NFS
Q: Which statement is a feature of the Windows 8 operating system?
A: It supports a touch screen interface.
Q: Which component of a CPU architecture allows the CPU immediate access to data?
A: registers
Q: When would the PXE option be used when repairing a PC?
A: The computer needs a replacement operating system.
Q: Which statement accurately describes the GUID partition table?
A: It is commonly used in computers with UEFI firmware.

Q: Which statement describes dynamic disks in a PC that is running Windows 10 Pro?
A: They have the ability to create volumes that span across more than one disk.
Q: A technician wishes to deploy Windows 10 Pro upgrade to a group of employee PCs on the network
and ensure that the user state migrates successfully. Which tool would the technician use to do this?
A: User State Migration
Q: Which operating system does not support Windows Easy Transfer to transfer information from one
computer to another?
A: Windows 10
Q: Which command line utility was developed by Microsoft to allow users to transfer files and settings to
a new edition of Windows OS during an upgrade to Windows 10?
A: User State Migration Tool
Q: Which operation in Windows 10 is limited to users with Administrator privileges only?
A: Install software programs.
Q: Which program file is loaded by the boot manager in a Windows boot process?
A: winload.exe
Q: At the end of the boot process of Windows 10, the login program file winlogon.exe loads. Which
program loads winlogon.exe?
A: ntoskrnl.exe
Q: Which tab would be used to set the priority for a process in Windows 10 Task Manager?
A: Details
Q: Which statement describes a primary partition?
A: It is a physical section of a hard disk. It can contain an operating system to boot the system and
cannot be subdivided.
Q: Which statement describes formatting?
A: It is a process to create a file system in a partition or volume for file storage.
Q: Which statement describes the active partition?
A: It is used to boot an operating system by default.
Q: Which statement describes formatting?
A: It is a process to create a file system in a partition or volume for file storage.
Q: Which statement describes the active partition?
A: It is used to boot an operating system by default.
Q: Which statement describes a recovery partition?
A: It is a section of the disk, that is inaccessible to the user, containing an image that can be used to
restore the computer to its original configuration.
Q: Which statement describes an extended partition?
A: It is often used to organize data storage by subdividing it into as many as 23 logical sections.
Q: Which statement describes the master boot record (MBR)?

A: It takes the first 512 bytes on the disk and contains the boot loader, an executable program that
allows a user to choose from multiple operating systems.
Q: Which statement describes a logical drive?
A: It is a section of an extended partition on an MBR. It can be used to separate information for

administrative purposes.
Q: Which statement describes the master boot record (MBR)?
A: It takes the first 512 bytes on the disk and contains the boot loader, an executable program that
allows a user to choose from multiple operating systems.
Q: A technician has just purchased a new Windows 10 PC and wants to transfer selected files, folders,
profiles, and applications from the old Windows PC. What tool or utility would be the best choice for the
user?
A: PCmover Express
Q: A manager wants to install Windows 10 directly onto a computer and needs help with the setup
process. What tool or utility would be the best choice for the user?
A: Upgrade Assistant
Q: A technician needs to capture the company user accounts, files, operating system settings, and
application settings for migration into the new Windows 10 installation. What tool or utility would be
the best choice for the user?
Q: A support technician wants to upgrade a system to Windows 10 but is unsure whether the hardware
and software on the existing system are compatible. What tool or utility would be the best choice for
the user?
A: Get Windows 10 app

Q: An analyst is running Windows 7 on the PC and is planning to migrate to Windows 8.1. The analyst
wants help migrating the personal files and settings into the newer version. What tool or utility would be
A: Windows Easy Transfer
Q: A manager wants to install Windows 10 directly onto a computer and needs help with the setup
process. What tool or utility would be the best choice for the user?
A: Upgrade Assistant
Q: An analyst is running Windows 7 on the PC and is planning to migrate to Windows 8.1. The analyst
wants help migrating the personal files and settings into the newer version. What tool or utility would be
Q: A technician has just purchased a new Windows 10 PC and wants to transfer selected files, folders,
profiles, and applications from the old Windows PC. What tool or utility would be the best choice for the
user?
A: PCmover Express
Q: A technician needs to capture the company user accounts, files, operating system settings, and
application settings for migration into the new Windows 10 installation. What tool or utility would be
Q: A support technician wants to upgrade a system to Windows 10 but is unsure whether the hardware
and software on the existing system are compatible. What tool or utility would be the best choice for
the user?
A: Get Windows 10 app

Q: True or False? Smartphones require an operating system before they can be operated.
A: True
Q: True or False? Modern operating systems boot the computer, manage the file system, and support
only one user, task, or CPU.
A: False
Q: True or False? When a hardware device is installed, the operating system needs to use a device driver
to access and use that hardware.
A: True
Q: True or False? When a user is working on a system that uses a network file system, there is no
difference between accessing a file stored locally or on another computer on the network.
A: True
Q: True or False? Windows 10 64-bit version can be installed on as little as 1GB of hard drive space.
A: False
Q: True or False? DirectX is a collection of APIs related to multimedia tasks for Microsoft Windows.
A: True
Q: True or False? The registry is a database that only contains information about the device drivers on a
computer.
A: False
Q: True or False? Multitasking describes a computer operating system that is capable of running multiple
applications at the same time.
A: True
Q: True or False? Multithreading describes an operating system that can support two or more CPUs.
A: False
Q: True or False? A 32-bit operating system can address up to a maximum of 4 GB of RAM.
A: True
Q: Which three levels of RAID are supported by Windows 10 Pro? (Choose three.)
A: 0
A: 1
A: 5
Q: A technician is troubleshooting a PC. The display shows an “Invalid Boot Disk” error after the POST.
What is a probable cause?
A: The MBR is corrupted.
Q: A technician notices that a program that is listed in the registry of a Windows computer is not found
on that computer. What is a possible solution to the problem?
A: Reinstall the application. Then, run the uninstall program.
Q: Which question is an open ended question that could be used when helping a customer troubleshoot
a Windows problem?
A: What programs have you installed recently?
Q: A technician has been asked to reinstall the OS on a computer that has a corrupted operating system.
The technician inserts the installation media in the optical drive. What would be the most likely action
the technician should perform next?
A: Change the boot sequence in the BIOS.
Q: A technician has successfully removed malware from a PC and finds that when the system is rebooted
error messages are displayed about missing and corrupt system files. What utility can the technician use
to replace or fix any corrupted system files?
A: SFC
Q: A technician is troubleshooting a Windows 7 laptop that takes significantly longer than expected
when performing a file search. What is the possible cause?
A: The index service is not running.
Q: A Windows 8 computer locks up with a stop error during startup and then automatically reboots. The
automatic restart setting is making it difficult to see any error messages. What can be done so that the
error messages can be viewed?
A: Access the Advanced Startup options menu before the OS loads to disable the auto restart function.
Q: A user reports that a PC is losing files, not opening some files, and is performing slowly. The
technician suspects problems with the hard drive. What should be done to protect the data that is on
the PC and to determine the source of the problem, without risking total drive failure?
A: Back up all important files, then run chkdsk.
Q: A company has recently deployed Active Directory and now a workstation cannot connect to a
network resource. A technician takes corrective action by modifying group policy settings. Which
command should the technician use to make the workstation synchronize with the new settings?
A: gpupdate
Q: A user is reporting that a file has been shared specifically with another user on the network, but the
other user opens the file and is unable to save it once edited. What is the probable cause?
A: The user shared the document with Read permissions.

Q: A user calls the help desk and reports that the workstation, when powering up, displays error
messages about an invalid system disk or invalid boot disk. When a technician comes to the office, the
user mentions that the workstation was working well the day before. The technician checks the
workstation and makes sure that the cable is firmly connected between the hard drive and the
motherboard. What is another likely cause of the problem?
A: The MBR/GPT is corrupted.
Q: A technician is attempting to diagnose and rectify a common boot problem on a Windows 10

installation. Which Windows 10 advanced recovery option should the technician use?
A: Startup Repair
Q: A user of a Windows 10 PC wants to automatically sync the user profile across various Windows 10
devices that the user owns. How can the user accomplish this?
A: Have the user sign into all devices with the Microsoft account of the user.
Q: A technician is troubleshooting a Windows 10 PC with a frozen Internet Explorer window. Which

command can the technician run, as an administrator at a command prompt, to terminate the Internet
Explorer process that has hung?
A: taskkill /f /im iexplorer.exe
Q: A technician wishes to create a dynamic volume on a Windows 10 PC that has two physical hard
drives. The technician wants to achieve maximum write performance with data fault tolerance. What
type of dynamic volume should be created to achieve this?
A: RAID 1 volume
Q: A user wishes to view an ISO disk image file on a Windows 10 Pro PC. How can this be done?
A: Use File Explorer to locate the ISO file and mount the file using the Disk Image tools.
Q: Which file sharing mechanism is included with Microsoft Windows 10 to provide simple file sharing
via Wi-Fi and Bluetooth?
A: Nearby Sharing
Q: Which feature is included with both macOS and Apple iOS to establish a Wi-Fi direct connection
between devices to simplify file transfer?
A: AirDrop
Q: A computer technician is attempting to modify settings in the Network Adapter > Properties >
Advanced tab > Speed and Duplex. What is a possible effect (or impact) if this option is configured
incorrectly?
A: The network connection may experience issues.
Q: A company is implementing a wireless network and using wireless devices as part of the corporate
environment. Which two server-based authentication methods should the company consider in the
wireless network design? (Choose two.)
A: RADIUS
A: TACACS
Q: A user tries to install an application on a Windows 10 Pro PC but it fails. The user tries to uninstall the
application but it fails to uninstall. What option can be used to address this issue without loss of data or
applications?
A: Use Restore Point.
Q: A technician is troubleshooting a Windows 10 PC that will not do any windows updates automatically
or manually. What option can be used to address this issue without loss of data or applications?
A: Delete all the files in C:\Windows\SoftwareDistribution folder and restart the PC.
Q: A Windows 10 computer suddenly started experiencing network connectivity issues after the latest
Windows updates completed a week ago. What option can be used to address this issue without loss of
data or applications?
A: Reset this PC.
Q: A client installed a new driver for a device three weeks ago; however, this driver is causing the system
to freeze occasionally and the client wishes to revert back to the old driver. What option can be used to
address this issue without loss of data or applications?
A: Reset this PC.
Q: A technician is working on a Windows 10 PC that keeps freezing occasionally after a driver update.
System restore has been turned off. What option can be used to address this issue without loss of data
or applications?
A: Reset this PC.
or applications?
A: Reset this PC.
or applications?
A: Reset this PC.
applications?

Q: A user is trying to create a new Windows directory for storing files related to a new project. What is
the best Windows command to select to do the job?
A: md
Q: A user has to shutdown several remote computers one at a time. What is the best Windows
command to select to do the job?
A: shutdown
Q: A user has an important file that is used in many projects and needs to move that file to a different
Windows directory while maintaining it in the current location. What is the best Windows command to
select to do the job?
A: copy
Q: A user needs to display a list of current processes running on a local or a remote computer. What is
A: tasklist
Q: A user has just installed a new hard drive into the PC and needs to prepare it to store Windows files.
What is the best Windows command to select to do the job?
A: format
Q: A user is experiencing issues with system startup and with failing to open some files. The user wants
to determine the source of any hard drive issues. What is the best Windows command to select to do
the job?
A: chkdsk
Q: A user suspects someone has hacked into the PC and wants to verify activity on the PC by displaying
all active TCP connections to the PC. What is the best Windows command to select to do the job?
A: netstat
Q: A user is looking for a file but can not find it in the Document folder. The user wants to move to the
Download directory to check there. What is the best Windows command to select to do the job?
A: cd
Q: A user is troubleshooting a connectivity issue from the PC to a web server and wants to see a list of
the traffic stops between the PC and the web server. What is the best Windows command to select to
do the job?
A: tracert
Q: A user is reorganizing files within different directories to accommodate new projects and needs to
relocate a file from one Windows directory to another one. What is the best Windows command to
select to do the job?
A: move
Q: A computer technician is attempting to modify settings in the Network Adapter > Properties >
Advanced tab > Speed and Duplex . What is a possible effect (or impact) if this option is configured
incorrectly?
A: The network connection may experience issues.
Q: Which two location data sources can locator apps use to determine the position of a mobile device?
(Choose two.)
A: cellular towers
A: WiFi hotspots
Q: What are two ways that iOS differs from Android? (Choose two.)
A: iOS has a physical Home button, but Android uses navigation icons.
A: In iOS, the icon for an app represents the app itself. Deleting the icon in iOS deletes the app. In
Android, the icon on the Home screen is a shortcut to the app.
Q: What are two purposes of the passcode lock feature on mobile devices? (Choose two.)
A: to help prevent theft of private information
A: to prevent unauthorized use of the device
Q: Refer to the exhibit. What two statements are true about the mobile operating system screen
shown? (Choose two.)
A: The area enclosed by the red rectangle contains navigation icons.
A: This is an Android screen.
Q: Which two methods are commonly used to remove the default restrictions and protections added to
mobile operating systems? (Choose two.)
A: rooting
A: jailbreaking
Q: A Linux administrator wants to backup current files in a data directory and store them in a new
directory on another disk. Which two commands would be needed? (Choose two.)
A: cp
A: mkdir
Q: A file called new_resume has the following file permissions: rw-r-x–x . What two facts can be
determined from these permissions? (Choose two.)
A: Members of the group have read and execute access to the file.
A: The user is able to read and modify the file.
Q: What is a good source for safely downloading Android apps?
A: Google Play
Q: What represents apps in the Windows Phone interface?
A: tiles
Q: What is the result of doing a factory reset on a mobile device?
A: All user data and settings will be deleted.
Q: What is the name of the Windows Phone 8.1 digital, or virtual, assistant?
A: Cortana
Q: What is Wi-Fi calling?
A: a way to make mobile phone calls over a wireless data network
Q: What is the purpose of signature files used to secure mobile devices and operating systems?
A: They contain sample code from known viruses and malware that is used by security software to
identify malicious software.
Q: What is a purpose of the boot manager program?
A: It allows the user to select the OS to use to boot the device.

Q: An administrator is re-imaging a large number of Mac OS X machines. What built-in tool or command
can be used to remotely boot the computers?
A: Netboot
Q: What tool or command is used in the Mac OS X to navigate the file system?
A: Finder
Q: Which model does Apple use to provide iOS apps to customers?
A: walled garden
Q: Android apps run primarily based on privileges enabled by the user. Sometimes an Android app
requires extra privileges to access system components. How do Android apps run to accomplish both
situations?
A: Android apps run in a sandbox.
Q: Which navigation icon on the system bar of an Android device is used to return to the previous
screen?
A: Back
Q: Which statement describes the iOS app icons on a mobile device screen?
A: Each icon represents the actual app.
Q: What is the purpose of using the auto-brightness feature on a mobile device with an LCD screen?
A: to conserve battery power
Q: Which statement describes the Touch ID in iOS devices?
A: It is the hash value of the user fingerprint.

Q: Which cloud-based storage service does Microsoft provide for backups?
A: OneDrive
Q: A mobile device user notices that the system update includes an update of the Primary Rate ISDN
(PRI). What is the function of the PRI?
A: It is the configuration of the data rates between the device and the cell tower.
Q: A Linux PC user notices that the PC freezes on startup and exhibits kernel panic where there is a stop
screen. What is a possible cause for the issue?
A: A driver has become corrupted.
Q: What command is used to open a text editor in a Linux system?
A: vim
Q: Which Linux file system introduced the journaled file system, which can be used to minimize the risk
of file system corruption in the event of a sudden power loss?
A: ext3
Q: What is the most commonly used method to close an application that appears to be frozen on an OS
X-based computer?
A: Use Force Quit.
Q: Which file system is the primary file system used by Apple in current Macintosh computers?
A: APFS
Q: An instructor is discussing facts about different mobile device operating software. The instructor
states: “The mobile devices have a feature called Spotlight that is a search tool that provides
information from many sources.” To which OS does this relate: iOS, Android, or both?
A: iOS
states: “This OS uses the system bar, displayed at the bottom of every screen, to navigate apps and
screens.” To which OS does this relate: iOS, Android, or both?
A: Android
states: “This OS can be used by programmers to operate devices like laptops, smart TVs, and e-book
readers.” To which OS does this relate: iOS, Android, or both?
A: Android
states: “The icon on the Home screen is a shortcut to the app.” To which OS does this relate: iOS,
Android, or both?
A: Android
states: “WIFI hotspots are a location data source that can be used by locator apps to determine the
position of a mobile device.” To which OS does this relate: iOS, Android, or both?
A: both
states: “Remote backups are a cloud-enabled service for mobile devices.” To which OS does this relate:
iOS, Android, or both?
A: both
states: “GPS signals are used to enable geocaching, geotagging and device tracking on these mobile
devices.” To which OS does this relate: iOS, Android, or both?
A: both
states: “The start voice control function can be performed with the home button.” To which OS does this
relate: iOS, Android, or both?
A: iOS
states: “To synchronize a mobile device to a PC, iTunes must be installed on the PC.” To which OS does
this relate: iOS, Android, or both?
A: iOS
states: “When the device roams out of the range of any Wi-Fi networks, it can connect to the cellular
data network if this feature is enabled.” To which OS does this relate: iOS, Android, or both?
A: both
Q: A file called new_resume has the following file permissions: rw-r-x–x . What two facts can be
determined from these permissions? (Choose two.)
A: Members of the group have read and execute access to the file.
A: The user is able to read and modify the file.
Q: Which two items are used in asymmetric encryption? (Choose two.)
A: a private key
A: a public key
Q: Which two algorithms are used for hash encoding to guarantee the integrity of data? (Choose two.)
A: MD5
A: SHA
Q: A high technology company has an issue with unauthorized people gaining access into the company
by following an authorized employee through the secure entrance. Which two measures could help with
this security breach? (Choose two.)
A: mantrap
A: security guard that checks IDs
Q: A user receives a phone call from a person who claims to represent IT services and then asks that
user for confirmation of username and password for auditing purposes. Which security threat does this
phone call represent?
A: social engineering
Q: The IT department is reporting that a company web server is receiving an abnormally high number of
web page requests from different locations simultaneously. Which type of security attack is occurring?
A: DDoS
Q: After confirming the removal of a virus from a computer, how should the technician ensure and verify
the full functionality of the system?
A: Check for the latest OS patches and updates.
Q: A system administrator has been asked to protect the sensitive data on the Windows 7 computers of
all management employees. Which Windows feature can be used to selectively encrypt individual files
within the user accounts of each manager?
A: EFS
Q: When would a PC repair person want to deploy the idle timeout feature?
A: when users are leaving their desk but remaining logged on

Q: Which type of firewall serves as a relay between users and servers on the Internet, inspects all traffic,
and allows or denies traffic based on a set of rules?
A: proxy firewall
Q: What would cause a Microsoft Windows update to fail?
A: A required prior update was not installed.
Q: A user calls the help desk reporting that a laptop is not performing as expected. Upon checking the
laptop, a technician notices that some system files have been renamed and file permissions have
changed. What could cause these problems?
A: The laptop is infected by a virus.
Q: How can users working on a shared computer keep their personal browsing history hidden from
other workers that may use this computer?
A: Operate the web browser in private browser mode.
Q: A retail store wants to secure laptops that are on display. The store manager also wants a record of
which employees enter the backroom where inventory is kept. Which security option would work best
for this situation?
A: cable locks and a token-based lock on the backroom
Q: Refer to the exhibit. The security policy of an organization allows employees to connect to the office
intranet from their homes. Which type of security policy is this?
A: remote access
Q: A user notices that files created and saved locally last week are missing and asks the technician to
investigate. The technician suspects there has been a security breach. Which type of malware could be
responsible?
A: Trojan
Q: A group of users on the same network are all complaining about their computers running slowly.
After investigating, the technician determines that these computers are part of a zombie network.
Which type of malware is used to control these computers?
A: botnet
Q: What are signatures as they relate to security threats?
A: one or more code patterns within a specific type of malware
Q: A college student logs onto a college computer for the first time. Which security policy category
should be presented to the student?
A: acceptable use policies
Q: A technician is preparing to encrypt a corporate drive by using Microsoft BitLocker. Which BIOS
option will the technician need to enable?
A: TPM
Q: Which security technique or device wipes the data from a hard drive by being placed near the drive
platter for at least 2 minutes?
A: degaussing wand
Q: Refer to the exhibit. Which type of workstation password is being used?
A: BIOS
Q: A customer uses Internet Explorer and Microsoft Edge as browsers on the computer. The customer
asks the technician how to configure the computer to detect and filter phishing websites, to analyze
websites for suspicious items, and to check downloads against a list of known malicious files and sites.
Which web security feature should the technician demonstrate?
A: SmartScreen Filter
Q: A SOHO company has hired a technician to come in and configure and secure the computers. The
technician has decided to configure a local security policy for the machines. Which setting would the
technician use to ensure that the user did not make their password the same as their own user account
name?
A: meet complexity requirements
Q: A technician is configuring rights and permissions in Windows 7. Which tool will the technician use?
A: Local Users and Groups
Q: An IT technician wants to create a rule on two Windows 10 computers to prevent an installed

application from accessing the public Internet. Which tool would the technician use to accomplish this
task?
A: Windows Defender Firewall with Advanced Security
Q: A newly created company has fifteen Windows 10 computers that need to be installed before the
company can open for business. What is a best practice that the technician should implement when
configuring the Windows Firewall?
A: After implementing third party security software for the company, the technician should verify that
the Windows Firewall is disabled.
Q: Which two statements characterize wireless network security? (Choose two.)
A: With SSID broadcast disabled, an attacker must know the SSID to connect.
A: Using the default IP address on an access point makes hacking easier.

Q: A manager approaches a PC repair person with the issue that users are coming in to the company in
the middle of the night to play games on their computers. What might the PC repair person do to help in
this situation?
A: Limit the login times.
Q: A technician has been asked by a manager to recommend a security solution for protecting a
computer against worms. Which security technique should the technician recommend?
A: antimalware
computer against ransomware. Which security technique should the technician recommend?
A: antimalware
computer against spyware. Which security technique should the technician recommend?
A: antimalware
A: antimalware
computer against keyloggers. Which security technique should the technician recommend?
A: antimalware
computer against adware programs. Which security technique should the technician recommend?
A: antimalware
A: antimalware
computer against rootkits. Which security technique should the technician recommend?
A: antimalware
A: antimalware
computer against Trojans. Which security technique should the technician recommend?
A: antimalware
Q: Which two items are used in asymmetric encryption? (Choose two.)
A: a private key
A: a public key
Q: Which two algorithms are used for hash encoding to guarantee the integrity of data? (Choose two.)
A: MD5
A: SHA
Q: A high technology company has an issue with unauthorized people gaining access into the company
by following an authorized employee through the secure entrance. Which two measures could help with
this security breach? (Choose two.)
A: mantrap
A: security guard that checks IDs
Q: A user receives a phone call from a person who claims to represent IT services and then asks that
user for confirmation of username and password for auditing purposes. Which security threat does this
phone call represent?
A: social engineering
Q: The IT department is reporting that a company web server is receiving an abnormally high number of
web page requests from different locations simultaneously. Which type of security attack is occurring?
A: DDoS
Q: A system administrator has been asked to protect the sensitive data on the Windows 7 computers of
all management employees. Which Windows feature can be used to selectively encrypt individual files
within the user accounts of each manager?
A: EFS
Q: When would a PC repair person want to deploy the idle timeout feature?
A: when users are leaving their desk but remaining logged on
Q: Which type of firewall serves as a relay between users and servers on the Internet, inspects all traffic,
and allows or denies traffic based on a set of rules?
A: proxy firewall
Q: What would cause a Microsoft Windows update to fail?
A: A required prior update was not installed.
Q: A user calls the help desk reporting that a laptop is not performing as expected. Upon checking the
laptop, a technician notices that some system files have been renamed and file permissions have
changed. What could cause these problems?
A: The laptop is infected by a virus.
Q: How can users working on a shared computer keep their personal browsing history hidden from
other workers that may use this computer?
A: Operate the web browser in private browser mode.
Q: A retail store wants to secure laptops that are on display. The store manager also wants a record of
which employees enter the backroom where inventory is kept. Which security option would work best
for this situation?
A: cable locks and a token-based lock on the backroom
Q: Refer to the exhibit. The security policy of an organization allows employees to connect to the office
intranet from their homes. Which type of security policy is this?
A: remote access
Q: A user notices that files created and saved locally last week are missing and asks the technician to
investigate. The technician suspects there has been a security breach. Which type of malware could be
responsible?
A: Trojan
Q: A group of users on the same network are all complaining about their computers running slowly.
After investigating, the technician determines that these computers are part of a zombie network.
Which type of malware is used to control these computers?
A: botnet
Q: What are signatures as they relate to security threats?
A: one or more code patterns within a specific type of malware
Q: A college student logs onto a college computer for the first time. Which security policy category
should be presented to the student?
Q: A technician is preparing to encrypt a corporate drive by using Microsoft BitLocker. Which BIOS
option will the technician need to enable?
A: TPM
Q: Which security technique or device wipes the data from a hard drive by being placed near the drive
platter for at least 2 minutes?
A: degaussing wand
Q: Refer to the exhibit. Which type of workstation password is being used?
A: BIOS
Q: A customer uses Internet Explorer and Microsoft Edge as browsers on the computer. The customer
asks the technician how to configure the computer to detect and filter phishing websites, to analyze
websites for suspicious items, and to check downloads against a list of known malicious files and sites.
Which web security feature should the technician demonstrate?
A: SmartScreen Filter
Q: A SOHO company has hired a technician to come in and configure and secure the computers. The
technician has decided to configure a local security policy for the machines. Which setting would the
technician use to ensure that the user did not make their password the same as their own user account
name?
A: meet complexity requirements
Q: A technician is configuring rights and permissions in Windows 7. Which tool will the technician use?
A: Local Users and Groups
Q: An IT technician wants to create a rule on two Windows 10 computers to prevent an installed

application from accessing the public Internet. Which tool would the technician use to accomplish this
task?
A: Windows Defender Firewall with Advanced Security
Q: A newly created company has fifteen Windows 10 computers that need to be installed before the
company can open for business. What is a best practice that the technician should implement when
configuring the Windows Firewall?
A: After implementing third party security software for the company, the technician should verify that
the Windows Firewall is disabled.
Q: Which two statements characterize wireless network security? (Choose two.)
A: With SSID broadcast disabled, an attacker must know the SSID to connect.
A: Using the default IP address on an access point makes hacking easier.
Q: A manager approaches a PC repair person with the issue that users are coming in to the company in
the middle of the night to play games on their computers. What might the PC repair person do to help in
this situation?
A: Limit the login times.
computer against worms. Which security technique should the technician recommend?
A: antimalware
computer against ransomware. Which security technique should the technician recommend?
A: antimalware
A: antimalware
A: antimalware
A: antimalware
A: antimalware
A: antimalware
A: antimalware
A: antimalware
A: antimalware
Q: What is a common responsibility of a level one call center technician?
A: entering a concise description of a customer problem into a ticketing system
Q: Which two programming languages require the program to be converted into executable code using
a compiler? (Choose two.)
A: C#
A: Java
Q: A programmer used an operator to compare values within a program and the resulting logical data
type was “false”. Which test condition would have provided the result of “false”?
A: 8 != 8
Q: What is the definition of a script file?
A: A simple text file used to automate processes and tasks.
Q: A system administrator needs to perform manual updates on a remote Linux workstation using a
Windows 10 PC. Which remote access tool should the administrator use to securely access and
configure the Linux device across the network?
A: SSH client
Q: A technician is attempting to securely configure a Linux web server on the public-facing side of the
firewall. What port type and number are most likely required to be open on the firewall to allow this
traffic through?
A: TCP port 22
Q: A worker in the records department of a hospital in the United States accidentally sends a patient’s
medical record to a printer in another department. When the worker arrives at the printer, the patient
record printout is missing. Which two types of compliance standards best match the breach of
confidentiality? (Choose two.)
A: PHI
A: ePHI
Q: What are two examples of personally identifiable information (PII)? (Choose two.)
A: credit card number
A: street address
Q: What is the definition of cyber law?
A: the collection of international, country, and local laws that affect computer security professionals
Q: What is a characteristic of the open source license of an application software?
A: It allows users to modify and share the source code.
Q: Which statement is characteristic of most personal software licenses?
A: A user is allowed to install the software on only one computer.

Q: What two actions should a call center technician avoid when dealing with an angry customer?
(Choose two.)
A: spending time explaining what caused the problem
A: putting the customer on hold or transferring the call
Q: A technician is troubleshooting a PC in a workplace environment and finds many pirated movies on

the hard drive. What should the technician do?
A: Report the findings through the proper channels.
Q: A support desk trainer is teaching a new support desk technician some basic rules about starting a
conversation with a customer. Which statement describes the rules the trainer should be teaching?
A: Learn the name of the customer and create a connection with the customer. Next ask questions that
assess the knowledge level of the customer.
Q: A customer is angry and calls to complain that the service scheduled on the computer took longer
than expected. The technician reviews the work order and notices that the service was performed by a
new employee. How should the technician respond?
A: Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on
the computer.
Q: Which task would require that a problem be escalated to a level two technician?
A: changing CMOS settings
Q: A technician receives a call from a customer who is too talkative. How should the technician handle
the call?
A: Allow the customer to speak without interruption and then try to use closed-ended questions to
gather data.
Q: What should a level two technician do immediately after receiving an escalated work order from a
level one technician?
A: Call the customer back to ask any additional questions and resolve the problem.
Q: Which two rules pertain to the general daily activities of employees in a call center environment?
(Choose two.)
A: The technician should be sure to treat all customers equally.
A: The technician should contact the customer if the technician is going to be late for a follow-up
appointment.
Q: What does a technician need in order to make changes to software installed on the computer of a
customer?
A: customer authorization
Q: Which is true regarding the treatment of customer property?
A: A customer’s phone list is customer property and must be kept private.
Q: During computer forensics investigations, which type of data is lost when power is removed from the
computer?
A: data that is stored in RAM
Q: Why is a chain of custody important in a cyber crime case?
A: It authenticates evidence.
Q: When performing computer forensics, what can be prevented with a properly and carefully
documented chain of custody?
A: evidence tampering
Q: Which statement best describes a call center?

A: It is a place that exists within a company and provides computer support to both employees and
customers of the company.
Q: What is a typical task performed by a level one technician in a call center?
A: gathering information when a customer calls for help
Q: What is a reason to escalate a problem from a level one technician to a level two technician?
A: when drivers, applications, or operating systems need to be installed
Q: Which change management process component is concerned with the cost and resources necessary
for implementation?
A: assessment
Q: Which type of documentation is concerned with specifying what data must be collected and how long
it must be retained in regards to an organization?
A: policies
Q: Which are two examples of good customer service? (Choose two.)
A: A technician follows up with a customer after services are completed.
A: A technician notifies a customer as soon as possible that there may be a delay.
Q: A user is building a custom computer system and is trying to decide on components for the new
system. The user does light to medium graphic design, programming, and gaming. Which two
components would be appropriate for this type of machine? (Choose two.)
A: dedicated video card
A: SSD
Q: A technician has installed a new second hard drive in a tower computer, but the drive does not show
up in the BIOS. What are two things the technician should check first? (Choose two.)
A: Data and power cables are attached.
A: The drive port is enabled in the BIOS.
Q: A user reports that when games are being played, the computer displays random blotches on the
screen. What are two possible causes? (Choose two.)
A: loose video cable
A: GPU overheating
Q: A technician is installing memory into a computer and notices that there are two black memory slots
and two blue memory slots. Which memory technology does this motherboard use?
A: dual channel
Q: A user has the following requirements for a RAID drive:It must be magnetic.
A: 3.5 inch 15K drive
Q: A company is deploying both thin and thick client computers. Which configuration step will a
technician need to do on the thin clients that will most likely not be done on the thick clients?
A: Connect the computer to the application server.
Q: A technician is researching how to troubleshoot a computer that reboots randomly. The research
suggests that the technician should check the computer for distended capacitors. Where should the
technician look for these?
A: on the motherboard
Q: Where would a technician use an RG-6 cable?
A: when replacing cable TV cabling

Q: A technician is asked to configure a laptop for LoJack. What will the technician have to do to
accomplish this task?
A: Enable it in BIOS.
Q: A technician needs to purchase a storage drive that both connects directly to the PCIe bus and
provides reliability. Which type of storage device would best meet these requirements?
A: NVMe M.2
Q: A user is building a new computer system. Why would the user select a straight-through cable?
A: to connect a device to a wired network
Q: A user is building a new computer system. Why would the user select a 24-pin connector?
A: to attach power to the motherboard
Q: A user is building a new computer system. Why would the user select two hard drives?
A: to configure a RAID
Q: A user is building a new computer system. Why would the user select three hard drives?
A: to configure a RAID
Q: A user is building a new computer system. Why would the user select a DVI to VGA adaptor?
A: to attach to an analog monitor
Q: A user is building a new computer system. Why would the user select an RG-6 cable?
A: to replace cable TV cabling
Q: A user is building a new computer system. Why would the user select a PCIe x16 expansion slot?
A: to install a video card
Q: A user is building a new computer system. Why would the user select a DDR3?
A: to install a memory module
Q: A user is building a new computer system. Why would the user select external screws?
A: to install a power supply into a PC tower case
Q: What characteristic best describes a KVM switch?
A: a device that allows the use of one set of keyboard, mouse, and monitor to control multiple
computers
Q: What characteristic best describes a projector?
A: an output device used to present information from a laptop onto a screen
Q: What characteristic best describes a touch screen?
A: an input device that recognizes touch and pressure as instructions
Q: What characteristic best describes an AR headset?

A: a head-mounted device that superimposes images and audio over a real world image and can provide
users immediate access to information about their real surroundings
Q: What characteristic best describes a stylus?
A: a pen-like tool that allows input by touching the surface of the screen
Q: What characteristic best describes a magstripe reader?
A: an input device that reads encoded information from the back of plastic cards
Q: What characteristic best describes a signature pad?
A: an input device that provides verification of package delivery by digitizing a written name
Q: What characteristic best describes a keyboard?
A: the first type of input device used for creating documents and emails
Q: What characteristic best describes a barcode scanner?
A: an input device that reads barcodes affixed to most retail products
Q: Which statement describes a feature of SDRAM?
A: It can process overlapping instructions in parallel.

Q: What characteristic best describes a flatbed scanner?
A: an input device that digitizes an image by placing the document on a flat glass surface and scanning
from underneath
Q: What characteristic best describes a biometric scanner?
A: an input device often used to provide secure access to locations or devices by using voice, facial, or
fingerprint recognition
Q: What characteristic best describes a flatbed scanner?
A: an input device that digitizes an image by placing the document on a flat glass surface and scanning
from underneath
Q: What characteristic best describes a VR headset?
A: a head-mounted device that provides head-motion and eye-tracking sensors and displays three-
dimensional images
Q: What characteristic best describes a joystick?
A: an input device for playing games and flight simulation applications
Q: What characteristic best describes a monitor?
A: an output device that uses LED, LCD, or OLED technology
Q: A computer is assigned an IP address of 169.254.33.16. What can be said about the computer, based
on the assigned address?
A: It cannot communicate outside its own network.
Q: A technician needs to add a new wireless device to a small WLAN. The WLAN is a mixture of old and
newer 802.11b and 802.11g devices. What choice for the new device would provide the most
interoperability for present and future growth?
A: Add a new 802.11n device.
A: DHCP
Q: A computer can access devices on the same network but cannot access devices on other networks.
What is the probable cause of this problem?
A: The computer has an invalid default gateway address.
Q: What physical layer medium is used by DSL to provide high-speed data communications?
A: telephone lines
Q: A user is setting up a home wireless network. Which type of device must the user have in order to
establish the wireless network and provide access to the internet for multiple home devices?
A: wireless router
Q: A network technician is setting up a web server for a small company. The company has obtained a
domain name, company-a.com, from a domain registry service. The new web server is accessible
through the IP address matching the domain. However, when the technician types company-a.com in
the web browser, an error message displays saying that “The connection has timed out”. What is the
problem?
A: The domain name resolution failed.
Q: A network technician is setting up a web server for a small company. The company has obtained a
domain name companyX.com from a domain registry service. The web server must provide secure
communication through SSL/TLS technology. When the technician enters companyX.com in the web
browser, the unsecured part of the website is displayed. What should the technician do to make the
web browser display the secure content of the web server?
A: Use https://companyX.com as the URL.

Q: A small company is upgrading its phone system with IP phones. These phones can be used just by
plugging into a network port in the offices. Which technology would support the IP phones?
A: Power over Ethernet
Q: A network technician is setting up a wireless access point in the front office of a small company. The
technician needs to disable an option on the access point that would allow devices to dynamically add
themselves to the network without configuration. Which technology should the technician disable?
A: UPnP
Q: A small company connects data acquisition equipment to the serial port of a computer. The
equipment user has reported that not all data is being received by the computer. A technician wants to
check the serial communication between the equipment and the computer. Which tool can the
technician use to troubleshoot the serial communication?
A: loopback plug
Q: An administrator is setting up a framework to support access control on a network device. What type
of server is able to control those who are permitted to access a network and track what actions they
perform while accessing the network?
A: authentication server
Q: A company is setting up one new laser printer on every floor. What type of server will store the print
jobs in a queue and then spool them to the device when it is ready?
A: print server
Q: What network service controls those who are permitted to access a network, what they can do while
they are there, and track what actions they perform while accessing the network?
A: AAA
Q: A technician is setting up a server that requires two connections between the client and the server,
one for commands and replies, the other for the actual transfer of files. What type of server will
A: FTP server
Q: A technician is setting up an environment where popular and frequently accessed web pages are
stored locally on the internal network. What type of server will accomplish this task?
A: proxy server
Q: A user needs to connect to Cisco.com but does not know the IP address for this website. What type of
server will translate the website name into an IP address?
A: DNS server
A: print server
A: AAA
Q: Which is the compressed format of the IPv6 address 2002:0042:0010:c400:0000:0000:0000:0909?
A: 2002:42:10:c400::909
Q: Which is the compressed format of the IPv6 address fe80:09ea:0000:2200:0000:0000:0fe0:0290?
A: fe80:9ea:0:2200::fe0:290
Q: Which is the compressed format of the IPv6 address 2002:0420:00c4:1008:0025:0190:0000:0990?
A: 2002:420:c4:1008:25:190::990
Q: Which is the compressed format of the IPv6 address 2001:0db8:0000:0000:0ab8:0001:0000:1000?
A: 2001:db8::ab8:1:0:1000
Q: Which is the compressed format of the IPv6 address fe80:0000:0000:0000:0220:0b3f:f0e0:0029?
A: fe80::220:b3f:f0e0:29
Q: Which is the compressed format of the IPv6 address 2001:0db8:0000:0000:0000:a0b0:0008:0001?
A: 2001:db8::a0b0:8:1
A: fe80:9ea:0:2200::fe0:290
A: 2002:42:10:c400::909
A: 2002:420:c4:1008:25:190::990
A: 2001:db8::a0b0:8:1
Q: What type of connector is used to connect an analog modem to a telephone line socket?
A: RJ-11
Q: A user got a Bluetooth headset as a gift but cannot make it work with a smartphone. The user visits
the service desk for help. What are two things that the technician should show the user? (Choose two.)
A: how to pair the headset
A: how to turn on Bluetooth
Q: A user visits the service desk and complains of a swollen smartphone battery. What are three possible
causes for the problem? (Choose three.)
A: The battery is defective.
A: The battery has been overcharged.
A: An incompatible charger has been used.
Q: A user in a law firm has a locally attached laser printer. The user wants to make it available to other
office workers. What are two disadvantages of sharing a locally attached printer? (Choose two.)
A: The computer may perform slowly at times.
A: The printer is not available if the computer is rebooted or shutdown.
Q: A technician wants to allow many computers to print to the same printer, but does not want to affect
the performance of the computers. What will the technician do to achieve this?
A: Use a hardware print server.
Q: A user is looking for a laptop with touchscreen capabilities. Which technology makes the display of a
laptop a touchscreen?
A: digitizer
Q: A large department store is deploying a new method of payment that allows a shopper to make a
payment by placing a smartphone on a sensing device. Which service must be enabled on smartphones
to support this technology?
A: NFC
Q: A user has a locally attached printer and is sharing it with coworkers in an office. A coworker is trying
to print a long document and a print spooler error message appears. What should the user do to try to
solve the problem?
A: Reboot the computer.
Q: A user is installing a local laser printer and prints a test page after installation. However, the printer
prints unknown characters. What is the most likely cause of the problem?
A: An incorrect printer driver is installed.
Q: A user is installing a local laser printer and receives an “Access Denied” message. What is the
problem?
A: The user account does not have administrative privileges.
Q: A local service shop needs to replace one of its printers. The current printer is used to print invoices
on 3-part carbonless forms with continuous feed. Which type of printer would meet the requirement?
A: dot matrix
Q: A receptionist is complaining about the following printer issue: My impact printer produces faded or
light characters. What are two possible causes of this issue? (Choose two.)
Q: A photographer is complaining about the following printer issue: The paper is not being fed into the
printer. What are two possible causes of this issue? (Choose two.)
A: The paper may be wrinkled.
A: The printer could be set to print to a different paper size than is currently loaded.
Q: A reporter is complaining about the following printer issue: The printer is printing unknown
A: The wrong or an outdated printer driver is installed.
A: The printer has a loose connection.
Q: A manager is complaining about the following printer issue: The printer is printing incorrect colors.
A: The print heads might need to be cleaned and calibrated.
A: An incorrect cartridge could be installed.

Q: A teacher is complaining about the following printer issue: The toner is not fusing to the paper. What
Q: A manager is complaining about the following printer issue: The ink printer is printing blank pages.
A: The print head is clogged.
A: The printer is out of ink or toner.
Q: A technician is complaining about the following printer issue: The toner is not fusing to the paper.
Q: A lawyer wants to include pictures and documents when sending email messages on a mobile device.
What technology, product, or setting allows this task to be accomplished?
A: MIME
Q: A manager wants to purchase a specialized mobile device for a new VR game. What technology,
A: headset
Q: A doctor wants to enable a cell phone to be used as a hands-free device. What technology, product,
or setting allows this task to be accomplished?
A: Bluetooth
Q: A technician wants to connect to a cellular network that supports speeds up to 20 Gbps. What
A: 5G
Q: An executive wants to make a backup copy of all of the data on a personal mobile device. What
A: cloud service
Q: An employee wants to pay for a product just by tapping a smartphone on a sensor. What technology,
A: NFC
Q: A salesperson wants to make mobile phone calls over a wireless data network. What technology,
A: Wi-Fi calling
Q: A lawyer wants to include pictures and documents when sending email messages on a mobile device.
What technology, product, or setting allows this task to be accomplished?
A: MIME
Q: A manager wants to have a laptop with touchscreen capabilities. What technology, product, or
setting allows this task to be accomplished?
A: digitizer
Q: A doctor wants to enable a cell phone to be used as a hands-free device. What technology, product,
or setting allows this task to be accomplished?
A: Bluetooth
Q: A user cannot open several apps on a cell phone and takes the device into a repair shop. What is one
possible cause for this situation?
A: The apps were installed on a memory card and the card has been removed.
Q: A user wishes to upgrade a PC to Windows 10 from a PC that is running a 32-bit version of Windows
7. Which two editions of Windows 10 will support this upgrade? (Choose two).
A: 32-bit version of Windows 10 Pro
Q: A user in a corporate environment is reporting that a Windows computer used by part-time

employees is running slowly after a Windows update. Which two actions should a technician take to
help in this situation? (Choose two.)
A: Run Disk Cleanup.
A: Disable unneeded processes.
Q: A user of a Windows 10 PC wants to automatically sync the user profile across various Windows 10
devices that the user owns. How can the user accomplish this?
A: Have the user sign into all devices with the Microsoft account of the user.
Q: A technician wishes to prepare the computers in the network for disaster recovery. The network
consists of a variety of desktops and laptops from different vendors. All the computers are running
either a 32-bit version of Windows 10 Pro or a 64-bit version of Windows 10 Pro. How would the
technician prepare the recovery media?
A: Prepare individual recovery discs for all the computers.

Q: A user is trying to share a printer attached to a Windows 10 PC but is unable to do so. What account
should be used to do that?
A: administrator
Q: A technician changes the length of the local user password to five characters using the Local Security
Policy snap-in. The technician tries to create a password of “dave” for the local user account of “dave”
but it fails because of the Windows 10 password complexity requirements. Which password would meet
the requirements?
A: [email protected]
Q: A technician uses Microsoft Deployment Image Servicing and Management (DISM) tool to create a
Windows image file on one of the workstations running Windows 10. When the technician tries to clone
another workstation with the image file, the workstation exhibits network connectivity issues on
completion. What could cause this?
A: The SID of the original PC is not cleared when creating the image with DISM.
Q: A technician wishes to view all the processes that are running for the active user on a Windows 10
PC. What option must be selected on the Windows Task Manager in order to do this?
A: Show processes under the User tab.
Q: A technician is troubleshooting a Windows 10 PC with a frozen Internet Explorer window. Which

command can the technician run, as an administrator at a command prompt, to terminate the Internet
Explorer process that has hung?
A: taskkill /f /im iexplorer.exe
Q: A technician is troubleshooting a Windows 10 PC that is taking a long time to start up. The technician
needs to identify which user applications are causing the greatest delay in the startup of the PC. Which
tool should the technician use?
A: Task Manager
Q: A user is trying to install a new application on a Windows 10 PC but the application fails to install
fully. The user tries to uninstall the application but fails to uninstall it. What can the user do to remove
the application from the PC without affecting existing applications and data?
A: Restore using a System Restore point.
Q: A technician is troubleshooting a computer that has two monitors attached. The technician wants to
disable one of them to see if that changes the symptoms exhibited. Which Windows tool would the
technician use to disable the monitor?
A: Device Manager
Q: The IT department has just purchased 15 wireless access points in order to provide full wireless
coverage for all 100 employees within the company and is looking to deploy the most secure and
scalable wireless implementation. Which open source authentication method would perform
authentication on behalf of all 15 wireless network devices?
A: RADIUS
Q: An administrator calls the help desk with the following situation. “I need to make changes to a file. I
can open it but I am unable to make changes.” What advice should the help desk agent give to the
caller?
A: Check the permissions for this file.
Q: An administrator calls the help desk with the following situation. “I need to use an application that is
not supported by Windows on my PC.” What advice should the help desk agent give to the caller?
A: Create a virtual machine with an OS that supports the application.
Q: A manager calls the help desk with the following situation. “I need to use an application that is not
supported by Windows on my PC.” What advice should the help desk agent give to the caller?
A: Create a virtual machine with an OS that supports the application.
Q: A manager calls the help desk with the following situation. “I need to be able to view and download
files but not delete them.” What advice should the help desk agent give to the caller?
A: Set the file permissions to read and execute.
Q: A manager calls the help desk with the following situation. “Many employees leave their desks for
extended periods of time with their PCs still logged in and unlocked.” What advice should the help desk
agent give to the caller?
A: If using Windows, set the idle timeout and screen lock.
Q: A manager calls the help desk with the following situation. “What can be done to improve the
printing performance of the departmental laser printer?” What advice should the help desk agent give
to the caller?
A: Upgrade the RAM in the printer.
Q: An IT support person calls the help desk with the following situation. “What can be done to improve
the printing performance of the departmental laser printer?” What advice should the help desk agent
give to the caller?
A: Upgrade the RAM in the printer.
Q: An IT support person calls the help desk with the following situation. “I need to add a new printer but
I can’t see it on the list of available printers.” What advice should the help desk agent give to the caller?
A: Enter the IP address or browse for it on the network.
Q: An IT support person calls the help desk with the following situation. “I added a new PC to my LAN. I
can ping other devices on my LAN but not any remote devices.” What advice should the help desk agent
give to the caller?
A: Check the IP address configuration on the new PC, because the default gateway may be incorrect.
Q: A technician calls the help desk with the following situation. “I am trying to save a file to my RAID
drive but my system cannot find it.” What advice should the help desk agent give to the caller?
A: Check the RAID controller, because it may need to be replaced.

Q: A user needs to display a list of current processes running on a local or a remote computer. What is
A: tasklist
Q: A user sees an unfamiliar IP address in the web server log file and wants to verify the organization
that owns the IP address. What is the best Windows command to select to do the job?
A: nslookup
Q: A user has deleted all the files from a directory and wants to remove the empty directory. What is the
best Windows command to select to do the job?
A: rd
Q: A user notices errors for some Windows operations and suspects that some system files might be
corrupted. The user wants to scan and verify the integrity of all system files and replace corrupted files
with correct versions. What is the best Windows command to select to do the job?
A: sfc
Q: A user wants to copy a group of files from one Windows directory to another. What is the best
Windows command to select to do the job?
A: robocopy
Q: A user wants to end one or more processes on a PC based on process ID or image name. What is the
A: taskkill
Q: A user needs to manage the drives, disks, partitions, volumes, and virtual drives of a PC. What is the
A: diskpart
Q: A user has been told by the systems administrator that the group policy settings for user workstations
are modified. The user has been asked to synchronize the workstation with the new settings. What is
A: gpupdate
Q: A user sees an unfamiliar IP address in the web server log file and wants to verify the organization
that owns the IP address. What is the best Windows command to select to do the job?
A: nslookup
Q: A user is trying to create a new Windows directory for storing files related to a new project. What is
A: md
Q: Which two security precautions will help protect a workplace against social engineering? (Choose
two.)
A: registering and escorting all visitors to the premises
A: ensuring that each use of an access card allows access to only one user at the time
Q: It has been noted that the computers of employees who use removable flash drives are being
infected with viruses and other malware. Which two actions can help prevent this problem in the
future? (Choose two.)
A: Set virus protection software to scan removable media when data is accessed.
A: Disable the autorun feature in the operating system.
Q: What are two potential user benefits of rooting or jailbreaking a mobile device? (Choose two.)
A: The user interface can be extensively customized.
A: The operating system can be fine-tuned to improve the speed of the device.
Q: Which two conditions must be met for mobile device security measures such as remote lock and
remote wipe to function? (Choose two.)
A: The device must be powered on.
A: The device must be connected to a network.
Q: What is the most effective way of securing wireless traffic?
A: WPA2
Q: Which action would help a technician to determine if a denial of service attack is being caused by
malware on a host?
A: Disconnect the host from the network.
Q: The corporate security policy states that all remote connections use only secure tunnels for data
communications. Which encryption technique secures data traveling across the public Internet as if it
were traveling across the corporate LAN?
A: VPN
Q: A user has reported SMART messages displayed on the computer screen several times over the past
few weeks. Which computer part should the technician check first?
A: hard drive
Q: A user complains about not being able to modify a shared remote file. The technician investigates the
issue and notices that both NTFS and share permissions have been assigned to the shared folder and
file. What is the effective permission when this security technique has been applied?
A: The most restrictive share or NTFS permission will be applied.
Q: A hard drive used by an administrative assistant in a Federal Reserve Bank is replaced with a new
larger capacity drive. The technician brings the old drive into the technical office and is asked for the
drive so it can be used in a different computer. How should the technician handle this situation?
A: Perform a drive wipe before turning the drive over to the second technician.
Q: What are two benefits of using an ext4 partition instead of ext3? (Choose two.)
A: improved performance
A: increase in the size of supported files
Q: Users in a company have complained about network performance. After investigation, the IT staff has
determined that the attacker was using a specific technique that affected the TCP three-way handshake.
What is the type of network attack?
A: SYN flood
determined that the DNS server was sent with an enormous amount of false requests, thus
overwhelming the server. What is the type of network attack?
A: DoS
determined that the attacker is using a vulnerability that is known to the software vendor, but not
patched yet. What is the type of network attack?
A: zero-day
A: DoS
determined that zombies were used to attack the firewall. What is the type of network attack?
A: DDoS
determined that the attacker is using a table of words that potentially could be used as passwords. What
is the type of network attack?
A: dictionary
determined that the attacker injected false records on the server that translates IP addresses to domain
names. What is the type of network attack?
A: DNS poisoning
A: DNS poisoning
determined that the attacker is using a technique that compares hashed passwords to potential hashes
the hacker has. What is the type of network attack?
A: rainbow table
A: zero-day
Q: A PC technician has been asked by a supervisor to recommend a security solution for phishing. Which
security technique should the technician recommend?
A: Provide security awareness training.

Q: A PC technician has been asked by a supervisor to recommend a security solution for protecting a
computer used to log in at a dental clinic from someone using a bootable disk containing hacking tools.
Which security technique should the technician recommend?
A: Disable ports.
A: Disable ports.
Q: A PC technician has been asked by a supervisor to recommend a security solution for a manager
traveling who needs access to internal corporate resources. Which security technique should the
technician recommend?
A: Use a VPN.
Q: A PC technician has been asked by a supervisor to recommend a security solution for a company that
wants a device to monitor incoming and outgoing traffic and stop any malicious activity. Which security
technique should the technician recommend?
A: Buy an IPS.
Q: A PC technician has been asked by a supervisor to recommend a security solution for a machine
where the antimalware software cannot remove all of the malware. Which security technique should
the technician recommend?
A: Use Windows Safe Mode.

Q: A PC technician has been asked by a supervisor to recommend a security solution for preventing
tailgating. Which security technique should the technician recommend?
A: Use a mantrap.
A: Use a mantrap.
Q: What characteristic best describes a touch screen?
A: an input device that recognizes touch and pressure as instructions
Q: What characteristic best describes a projector?
A: an output device used to present information from a laptop onto a screen
Q: What characteristic best describes a stylus?
A: a pen-like tool that allows input by touching the surface of the screen
Q: What characteristic best describes a signature pad?
A: an input device that provides verification of package delivery by digitizing a written name
Q: What characteristic best describes a magstripe reader?
A: an input device that reads encoded information from the back of plastic cards
Q: What characteristic best describes a barcode scanner?
A: an input device that reads barcodes affixed to most retail products
Q: What characteristic best describes a keyboard?
A: the first type of input device used for creating documents and emails
Q: What characteristic best describes an NFC device?
A: an input device allowing users to pay for a product by tapping their credit card or smartphone on
another device
Q: What characteristic best describes a mouse?
A: the first type of input device used to navigate the graphical user interface
Q: A technician is building a thick client workstation that would be used to run a database and wants to
ensure the best protection against errors. What type of memory would be best suited for this?
A: ECC
Q: A user has just upgraded a gaming system with 8GB of DDR3 800 MHz RAM and still finds that the
system lags during gameplay. The system has a high end graphics card, liquid cooling, and a 7,200 rpm
EIDE drive. What can the user do to improve system performance?
A: Replace the EIDE drive with an SSD.

Q: A network administrator would like to use one keyboard, mouse, and display to monitor and control
multiple servers in the server room. Which device should the administrator purchase to accomplish this?
A: KVM switch
Q: A user wants to purchase a monitor that will be light, consume the least amount of power, and
provide deep dark levels in the display. Which display type would best meet these requirements?
A: OLED
Q: An art appreciation college professor wants to apply for a technology grant to allow students to have
a virtual tour of the Louvre Museum in Paris, France. Which mobile technology should the professor
request to accomplish this goal?
A: VR headset
Q: Which sequence of steps is required to correctly install a heat sink and fan assembly onto a CPU in a
desktop PC?
A: 1. Apply a small amount of thermal compound to the CPU.
A: 2. Align the heat sink and fan assembly retainers with the holes on the motherboard.
A: 3. Place the fan and heat sink assembly onto the CPU socket.
A: 4. Tighten the fan and heat sink assembly retainers to secure the assembly in place.
A: 5. Connect the assembly power cable to the CPU fan connector on the motherboard.
Q: Which connector would be used for a laptop external hard drive?
A: eSATA
Q: A technician needs to install a new power supply in a PC that has one IDE optical drive, one SATA hard
drive, and one PCIe graphics adapter that requires additional power. How many unique power
connectors will the power supply require in order to connect to these devices?
A: 3
Q: Which three PC desktop functions are typically provided on the front panel and must be connected to
the motherboard? (Choose three.)
A: PC power button
A: drive activity light
A: USB connectors
Q: Which statement is correct about applying firmware updates?
A: Firmware updates are sometimes irreversible.
Q: Which RAID level allows for extension of a dynamic volume without any redundancy?
A: 0
Q: A computer technician has recommended a data storage system that combines data striping and
parity. The user has a limited budget and is prepared to forego performance to implement this system.
Which RAID system would meet these requirements?
A: RAID 5
Q: A user has a computer with a single hard drive and a RAID adapter installed. Which additional
component is necessary to complete the RAID installation?
A: one or more additional hard drives
Q: A user is connecting a home entertainment system and wants to use one cable to carry all the digital
video and audio signals from the source device to the LCD TV. What type of cable should the user use?
A: HDMI
Q: A user has connected a USB 3.0 device to a computer using a 3 ft (1m) USB 3.0 cable. However,
instead of an expected data transfer rate of up to 5 Gb/s, the user notes a data transfer rate of no more
than 450 Mb/s. What is the most probable reason for this lower than expected data transfer rate?
A: The device was connected to a USB 2.0 port on the computer.

Q: What transfers heat away from the processor first?
A: thermal compound
Q: Which design specification criterion is most important when designing a computer that will be a thin
client whose applications are accessed from a remote virtual server?
A: speed of network card
Q: A technician is building a workstation that will be used for virtualization. Which two components
would the technician use? (Choose two.)
A: maximum amount of RAM
A: multicore processors
Q: A small company is setting up a new remote satellite office. Employees in the remote office need to
access network resources from the main office of the company. An IT manager is deciding whether to
deploy thin or thick clients at the remote office. What is the key technical factor to be considered?
A: internet connection bandwidth between the main and remote office
Q: Which three components would a technician use in building a CAD workstation? (Choose three.)
A: SSD
A: maximum RAM
A: specialized graphics card
Q: A customer asks for a solution to a printer problem that is beyond the knowledge level of the
technician. What should the technician do?
A: Gather as much information as possible and escalate the problem.

Q: After consulting the manufacturer manuals, a technician applies a series of recommended solutions
that resolve a problem with a workstation computer. What is the next step in the troubleshooting
process that the technician should perform?
A: Verify the solution and confirm full system functionality.
Q: After questioning a user about the problems being experienced with a PC operating system, the
support technician suspects that a recent service pack installation has failed. Which step of the
troubleshooting process has the technician just concluded?
A: Establish a theory of probable cause.
Q: A computer locks up frequently, and no error message can be seen on screen. The problem occurs
every time the user attempts to restart the computer. What is the most likely reason for this problem?
A: The CPU is overheating.
Q: A technician suspects that a power supply is faulty. How can it be checked?
A: by using a multimeter
Q: What are two possible causes of a computer running slowly? (Choose two.)
A: The computer is overheating.
A: Not enough RAM is installed in the system.
Q: Which type of network consists of several geographically dispersed networks that cover a large area?
A: WAN
Q: A user is setting up a home wireless network. Which type of device must the user have in order to
establish the wireless network and provide access to the internet for multiple home devices?
A: wireless router
Q: A customer who travels frequently wants to know which technology is the most suitable for being
connected to the corporate network at all times at low cost. Which network technology would a
network administrator recommend?
A: cellular
Q: Which device converts digital signals to analog signals and vice versa?
A: modem
Q: A tourist is traveling through the countryside and needs to connect to the internet from a laptop.
However, the laptop only has Wi-Fi and Ethernet connections. The tourist has a smartphone with 3G/4G
connectivity. What can the tourist do to allow the laptop to connect to the internet?
A: Enable tethering and create a hotspot.
Q: Which protocol automates assignment of IP addresses on a network, and which port number does it
use? (Choose two.)
A: DHCP
A: 67
Q: A technician wants to use Remote Desktop to configure another PC. Which firewall port on the
remote PC should be open in order for Remote Desktop to work?
A: 3389
Q: A network administrator is setting up the wireless network in a small office. The administrator wants
to choose a wireless protocol standard that takes advantage of 5 GHz throughput but is also compatible
with a few existing devices that operate at 2.4 GHz. Which wireless standard should the administrator
deploy?
A: 802.11n
Q: A network administrator is setting up a device for two objectives. The first objective is to store
frequently visited web content on the device so that the local users can access the content quickly.
Another objective is to achieve a certain level of network security by hiding the internal IP addresses.
Which device should the administrator set up?
A: proxy server
Q: A small company is setting up a web server to promote products on the internet. The company
network administrator is searching for an online service that can provide the domain name and name
resolution services. Which type of online service can provide such functions to the company?
A: DNS service
Q: Which networking device transmits data to all ports regardless of the destination address?
A: hub
Q: Which device will prevent data from flooding out of every port with the exception of broadcast traffic
and traffic to unknown destination addresses?
A: switch
Q: What are plenum rated cables used for?
A: for cables that are installed inside the floors and ceilings of buildings
Q: Which tool is more commonly used to check the wire mapping on a Category 5e UTP cable once it is
terminated on both ends?
A: cable tester
Q: A technician is troubleshooting a PC unable to connect to the network. What command should be

issued to check the IP address of the device?
A: ipconfig
Q: Which feature will assign a computer an IP address even if there is no working DHCP server in the
network?
A: APIPA
Q: When a wireless network in a small office is being set up, which type of IP addressing is typically used
on the networked devices?
A: private
Q: In setting up a small office network, the network administrator decides to assign private IP addresses
dynamically to workstations and mobile devices. Which feature must be enabled on the company router
in order for office devices to access the internet?
A: NAT
Q: A company is deploying a wireless network in the distribution facility in a Boston suburb. The
warehouse is quite large and it requires multiple access points to be used. Because some of the
company devices still operate at 2.4GHz, the network administrator decides to deploy the 802.11g
standard. Which channel assignments on the multiple access points will make sure that the wireless
channels are not overlapping?
A: channels 1, 6, and 11
Q: A support desk technician is asking a customer a series of questions about a problem connecting to
the network. Which step of the troubleshooting process is the technician applying?
Q: A new computer workstation has been installed in a small office. The user of the workstation can
print a document using a network printer on the LAN, but cannot access the Internet. What is a possible
cause of the problem?
A: The gateway IP address is misconfigured.

Q: What is a result when the DHCP servers are not operational in a network?
A: Workstations are assigned with IP addresses in the 169.254.0.0/16 network.
Q: A user complains to a technician that none of the apps that use a GPS are working properly. What
should the technician do first if the GPS function is suspect?
A: Ensure the Location setting is enabled.
Q: A teenager has asked the grandparents for a specific type of mobile technology. The grandparents do
not remember the specific name of the device, but remember that the teenager wants to receive a cell
phone call on it. Which technology is likely to be the one the teenager wants?
A: smart watch
Q: What are the two widths of internal hard drives in laptops? (Choose two.)
A: 1.8 inches
A: 2.5 inches
Q: Where is the integrated Wi-Fi antenna typically located in a laptop?
A: above the screen
Q: Because of limited space on a laptop keyboard, some keys have a dual-purpose. What are these keys
called?
A: function keys
Q: On a laptop keyboard, which three functions can typically be accessed through the use of special
function keys? (Choose three.)
A: volume settings
A: wireless functionality
A: display brightness
Q: Which three components can a docking station make available to a laptop that a port replicator does
not? (Choose three.)
A: additional hard drive
A: additional optical drive
A: PCI cards
Q: Which laptop component is required to be replaced or upgraded by a technician rather than by a

computer user?
A: inverter
Q: For mobile devices, what are two advantages of using flash memory storage technology that is the
equivalent of solid state drives? (Choose two.)
A: light weight components
A: power efficiency
Q: A teenager is using a remote control unit to control a TV set. Which wireless technology is most likely
being used?
A: IR
Q: Which two mobile device components are field replaceable? (Choose two.)
A: SIM card
A: battery
Q: Which two methods are used to directly connect mobile devices such as tablets and smartphones to
a data network? (Choose two.)
A: cellular communications
A: Wi-Fi
Q: A computer technician has successfully returned a laptop to full operation and verified system
functionality. Actions the technician performed included modifying the registry and applying patches to
the operating systems. What is the next step in the troubleshooting process that the technician should
do?
A: Document the solution.
Q: A user notices that there is intermittent wireless connectivity on a laptop that is running a wireless
PCI Express Micro card using the wireless 802.11n standard. What should the user do to fix the
problem?
A: Move the laptop to a new location.
Q: A technician connects a new LCD monitor for the first time and finds the display very pixilated. What
is a possible solution to this problem?
A: Set the screen to native resolution.
Q: A sales representative returns to the office and connects the laptop to an external display device. The
display device is powered on, but the laptop image is not showing on the display device. What are two
things that should be checked? (Choose two.)
A: The video cable is firmly connected.
A: The laptop is sending the video signal to the external device.
Q: Which mode would be best suited for a laptop that is displaying oversized images and icons?
A: native
Q: A user complains that the image on a laptop looks dull and pale. What is the most likely cause of the
problem?
A: The LCD backlight is not properly adjusted.

Q: A user complains that the laptop display is flickering. Which two problems could cause this situation?
(Choose two.)
A: The screen refresh rate is set incorrectly.
A: The inverter is damaged or malfunctioning.
Q: There is a shared laptop in the conference room of a company. One day an employee turns on the
laptop to prepare for joining a videoconference. However, the image on the laptop display is pixilated.
What should the user do first to correct the problem?
A: Set the display to native resolution.
Q: What process takes place in a laser printer after the drum is conditioned for the new latent image?
A: exposing
Q: What type of printer requires the ribbon to be changed when producing faded and light characters?
A: impact
Q: What is an advantage of using a printer that is connected to a hardware print server compared with a
computer-shared printer?
A: A hardware print server is always available to all users.
Q: A technician wants to allow many computers to print to the same printer, but does not want to affect
the performance of the computers. What will the technician do to achieve this?
A: Use a hardware print server.
Q: A user is reporting that an inkjet printer is printing colors different from what the printer should be
printing. The printer has separate cartridges for each color and the user changed the cyan cartridge
recently. What is the action that could fix the problem?
A: Perform a printer head cleaning.

Q: Which two field replaceable units could be found in a laser printer maintenance kit? (Choose two.)
A: fuser assembly
A: pickup rollers
Q: What is best used to clean the heating element on a thermal printer?
A: isopropyl alcohol
Q: A user reports that a computer is unable to print on an inkjet printer. The technician has determined
that there is no paper in the paper bin. What is the next step in the troubleshooting process?
A: Establish a plan of action.
Q: A user reports that a laser printer is printing shadow images and letters. Which part should the
technician replace to correct this problem?
A: drum
Q: A technician is called to work on a laser printer that prints vertical lines on every printed page. Which
laser printer part should be checked first?
A: toner cartridge
Q: A technician is called to troubleshoot a problem where a user claims that none of the print jobs from
this morning have printed. The technician sees that there is only one printer installed in the device list
and it is a network printer shared with other users. What should the technician check?
A: the print queue
Q: A user reports that a “Document failed to print” message appears every time the network printer is
restarted. What could be a cause of the problem?
A: The IP address assigned to the printer is a duplicate IP address.
Q: What are two functions of hypervisors? (Choose two.)
A: to manage virtual machines
A: to allocate physical system resources to virtual machines
Q: A computer technician is asked to configure a workstation with two virtual machines. What would be
the purpose of the configuration?
A: to have two separate operating systems running at the same time on one computer
Q: A computer technician creates a virtual environment. Which security measure should the technician
take for the virtual machine running Windows 10, if any?
A: Each virtual machine should have antivirus software installed.
Q: Which two minimum requirements should be met for a technician to enable Hyper-V on a Windows
10 computer? (Choose two.)
A: 4 GB RAM
A: 64-bit operating system
Q: A technician is setting up a new VM. How will internet connectivity be provided to the VM?
A: through a virtual NIC that connects through the host computer NIC
Q: Which component would be required when deploying a virtual desktop to a corporate user?
A: virtual NIC
Q: What would a technician require in order to install a hypervisor on a client machine?

A: virtualization software
Q: Which character of the Cloud model provides easy monitoring, controlling, reporting, and billing for
both the provider and customers?
A: measured service
Q: A company uses cloud services and is setting up a new switch supplied by the cloud provider. Which
cloud model is used by the company?
A: IaaS
Q: A company owns servers for a particular corporate application. The servers are housed in an external
data center. The company has an agreement with a cloud provider to spin up additional servers for the
same application during peak usage. Which cloud model is the company using?
A: hybrid
Q: What is meant by a cloud service being metered?
A: The company is charged based on the amount of service used.
Q: A company has a few employees that are designers. The designers do not have the CAD application
loaded on their local computer. Instead, the designers use a CAD application hosted by the application
developer. Which type of virtualization is the company using?
A: SaaS
Q: A university is upgrading the backbone network that connects all of the buildings on campus
together. What type of cabling would be recommended in this situation?
A: fiber optic cable

Q: A user wants to connect a laptop to a high definition TV. What type of cable would provide both
audio and video signals?
A: HDMI cable
Q: A user wants to connect a laptop to a high definition TV. What type of cable would provide both
audio and video signals?
A: HDMI cable
Q: A network administrator is searching through a large box of unused cables and connectors. The
administrator pulls out a cable that has connectors with 3 rows and 15 pins and is used for connecting
analog video. What type of cable is the administrator looking at?
A: Video Graphics Array (VGA)
Q: connectors with 50 pins arranged in 2 rows. The student learns that cable connects to the
motherboard and internal drives. What type of cable is the student holding?
A: internal SCSI cable
Q: A student is searching through a large box of unused cables and connectors in the classroom. The
student finds a ribbon with connectors with 50 pins arranged in 2 rows. The student learns that cable
connects to the motherboard and internal drives. What type of cable is the student holding?
A: internal SCSI cable
Q: A professor is searching through a large box of unused cables and connectors in the classroom. As a
test, the professor hands a ribbon cable to a student. The cable has 3, 40-pin connectors. The professor
tells the student the cable connects to the motherboard and internal drives. What type of cable is the
student holding?
A: IDE cable
Q: A professor is searching through a large box of unused cables and connectors in the classroom. As a
test, the professor hands a ribbon cable to a student. The cable has 3, 40-pin connectors. The professor
tells the student the cable connects to the motherboard and internal drives. What type of cable is the
student holding?
A: IDE cable
Q: A manager has requested a higher capacity external hard drive for local backups of the company
laptop. What type of cable could network support use to connect the external hard drive?
A: USB cable
Q: A Mac user wants to connect an iMac as a display for a MacBook Pro. What type of cable would
provide a high-speed (up to 20 Gbps) direct connection of the two devices?
A: Thunderbolt cable
Q: While a user is working on a spreadsheet, the computer reboots. What are two components that
could cause this issue? (Choose two.)
A: CPU
A: power supply
A: CPU
A: power supply
Q: After continuous morning use, a computer suddenly reboots without the intervention of the user.
What are the two most likely hardware parts that could cause this problem? (Choose two.)
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
Q: A technician has been called in to investigate a problem with the computer rebooting randomly
throughout the day. What two pieces of hardware could cause this problem? (Choose two.)
A: CPU
A: power supply
Q: For two days in a row, a user has noticed that the computer reboots several times before it
eventually starts. What are two suspect components? (Choose two.)
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
Q: A technician is setting up a server that requires two connections between the client and the server,
one for commands and replies, the other for the actual transfer of files. What type of server will
A: FTP server
Q: A network analyst is setting up a server that uses a store-and-forward method of sending, storing,
and retrieving electronic messages across a network. What type of server is the analyst setting up?
A: email server
Q: A manager works remotely and needs to access classified information on the web servers within the
company head office. What type of server uses the secure HTTP (HTTPS) for exchanging text, graphic
images, sound, and video on the web.
A: web server
Q: A network administrator in a corporate headquarters office is setting up a new laptop for a new
employee. What type of service will provide an IP address for the new device?
A: DHCP
A: proxy server
A: proxy server
Q: A user needs to connect to Cisco.com but does not know the IP address for this website. What type of
server will translate the website name into an IP address?
A: DNS server
A: print server
A: AAA
Q: A technician is searching through a storage locker and finds an access point. What is the purpose of
this device?
A: It uses radio waves to provide network access to wireless devices.
Q: A technician is searching through a storage locker and finds a cloud-based network controller. What
A: It is a device that allows a network administrator to manage many remote networking devices from a
central location.
Q: A technician is searching through a storage locker and finds a router. What is the purpose of this
device?
A: It connects networks and forwards traffic to remote networks by using IP addressing information.
Q: A technician is searching through a storage locker and finds a firewall. What is the purpose of this
device?
A: It is placed between two or more networks and protects data and equipment from unauthorized
access.
Q: A technician is searching through a storage locker and finds an Ethernet NIC. What is the purpose of
this device?
A: It is needed to connect a computer to a wired local-area network.
Q: A technician is searching through a storage locker and finds a Cisco ASA 5505-X (UTM). What is the
A: It is an all-in-one security appliance that includes IDS/IPS functionality as well as stateful firewall
services.
Q: A technician is searching through a storage locker and finds a wireless NIC. What is the purpose of
this device?
A: It is needed to connect a computer or smart device to an 802.11 network.
Q: A technician is searching through a storage locker and finds a repeater. What is the purpose of this
device?
A: It is used to regenerate weak signals to extend the distance a signal can travel.
Q: A technician is searching through a storage locker and finds a patch panel. What is the purpose of this
device?
A: It provides a wired or wireless connection between end devices, switches, and routers and in some
cases, can regenerate weak signals.
Q: A technician is searching through a storage locker and finds a hub. What is the purpose of this
device?
A: It is a legacy device that connects end devices and where traffic from one connected device floods out
to every other connected device.
Q: Students who use the same printer are complaining that recently printed documents contain
unknown characters. What should the technician do to resolve the issue?
A: Re-install the printer driver.
Q: All documents printed by the laser printer in the branch office have ghost or shadow images
appearing on the paper. What should the technician do to resolve the issue?
A: Replace the drum.
two.)

Q: A reporter is complaining about the following printer issue: The paper jams when the printer is
printing. What are two possible causes of this issue? (Choose two.)
A: The printer could be dirty.
A: The humidity could be high and that causes the paper to stick together.
two.)

A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
Q: A user reports that a drive is no longer there. The technician asks the user to demonstrate the
problem. Within the application, the user demonstrates that the drive, that was present in the save
options yesterday, is now no longer an option. What should the technician do to see if the drive is
recognized by the operating system?
A: Use Device Manager.
Q: A computer has two mechanical hard drives. The second drive (D:) is used for data storage. When
trying to save an email attachment to the local hard drive, the user notices that the D: drive is not an
option. What should the technician do to see if the drive is recognized by the operating system?
A: Use File Explorer.
Q: A laptop has an NVMe drive (C:) and a mechanical hard drive (D:). When the user tries to save a
spreadsheet to the D: drive, the user notices that the D: drive is not there. What should the technician
do to see if the drive is recognized by the operating system?
A: Use the Disk Management Control Panel.
Q: A computer has an SSD for the operating system and applications and uses another mechanical hard
drive for data storage. The user reports that data can no longer be saved to the mechanical hard drive.
What should the technician do to see if the drive is recognized by the operating system?
email. What is a possible solution for this situation?
A: Install an appropriate certificate.
Q: A technician is working on a laptop and a key on the keyboard is not responding as it should. What is
a possible solution for this situation?
A: Clean with compressed air.
Q: A technician is working on a laptop and GPS is not functioning. What is a possible solution for this
situation?
A: Verify that airplane mode is not activated.
situation?
situation?
A: Verify the status of service.
situation?
Q: Which two data storage locations contain persistent data that can be used by computer forensics
specialists? (Choose two.)
A: hard disk drives
A: solid state drives
Q: On which two occasions is it most likely that a technician will have to perform a clean operating
system installation if a backup has not been performed? (Choose two.)
A: The existing operating system is corrupted.
A: A new replacement hard drive is installed in a computer.
Q: Which three items are biometric security devices? (Choose three.)
A: fingerprint reader
A: retina scanner
A: voice recognition
Q: Which two precautions can help prevent social engineering? (Choose two.)
A: Always ask for the ID of unknown persons.
A: Escort all visitors.
Q: Which two guidelines are appropriate for creating strong passwords? (Choose two.)
A: Use at least eight characters.
A: Include letters, numbers, and symbols.
A: Change the password once each year.
Q: A support desk technician is dealing with an angry customer. Which two approaches should the
technician take in dealing with the customer? (Choose two.)
A: Work to redirect the conversation to solving the problem.
A: Let the customer explain the problem without interrupting.
Q: A technician working on a computer discovers what is suspected to be illegal activity. Which three
pieces of information should be immediately documented? (Choose three.)
A: evidence of the suspected illegal activity
A: why the computer was accessed by the technician
A: location of the computer
Q: An administrative assistant tries to link a Bluetooth keyboard and mouse to a computer. The
keyboard does not work, but the mouse works fine. What are two issues that could cause this situation?
(Choose two.)
A: The keyboard battery is dead.
A: The keyboard is too far from the computer.
Q: What two roles or tasks are associated with level two technicians? (Choose two.)
A: remotely updating drivers and software on customer computers
A: gathering diagnostic information from a customer computer
Q: What are two file attributes in the Windows environment? (Choose two.)
A: archive
A: read-only
Q: A user finds that when launching a downloaded Windows update file, Windows Update fails. What
are two possible causes for this? (Choose two.)
A: The downloaded update file is corrupted.
A: A previous update that is required for the current update is not installed.
Q: A store in a shopping center uses a wireless network to provide internet access for three tablet
computers. The authentication to the wireless router has been configured as 128-bit WEP. Recently the
store employees notice that the internet connection is getting slower. The network administrator of the
shopping center reviews the logs of the wireless router and notices many non-store devices are
associated with the router. Which two actions can the network administrator do to improve the security
of the wireless network access? (Choose two.)
A: Change WEP to WPA2 protocol.
A: Use the MAC address filtering feature.
Q: A user is hiking in a city park. The user wants to make a call home but cannot get a reliable cellular
signal. What are two possible causes for the bad cellular coverage? (Choose two.)
A: There are not enough cell towers in the area.
A: The user is located between coverage areas of the carrier.
Q: A user purchases a new smartphone and is trying to use a high quality Bluetooth headset on the new
device. However, the headset is not connected to the smartphone. What are three settings that the user
needs to check to troubleshoot the problem? (Choose three.)
A: The headset is turned on.
A: The pin code is entered correctly.
A: The Bluetooth connection is enabled on the smartphone.
Q: An IT technician in a service company has provided extensive remote IT support with product
deployment for a customer. After the completion of the contract, a complaint is filed against the IT
technician for not following company policy by sending unsolicited emails about services and products
that are not related to the contract. What two things should the IT support technician have done
differently? (Choose two.)
A: The IT technician should have researched the company policy about personal communication with
customers on company time.
A: The IT technician should have asked the customer if the customer was interested in receiving
information regarding other new services and products.
Q: A third-party security firm is performing a security audit of a company and recommends the company
utilize the Remote Desktop Protocol. What are two characteristics of the Microsoft Remote Desktop
Protocol (RDP)? (Choose two.)
A: RDP uses an encrypted session.
A: RDP connects on TCP port 3389.
Q: A computer can successfully ping outside the local network, but cannot access any World Wide Web
services. What is the most probable cause of this problem?
A: Windows Firewall is blocking port 80.
Q: Which key or key sequence pressed during the boot process will allow a user to start a Windows PC
using the last known good configuration?
A: F8
Q: A technician notices that an application is not responding to commands and that the computer seems
to respond slowly when applications are opened. What is the best administrative tool to force the
release of system resources from the unresponsive application?
A: Task Manager
Q: Which question would be an example of an open-ended question that a technician might ask when
troubleshooting a security issue?
A: What symptoms are you experiencing?
Q: A technician is troubleshooting a computer security issue. The computer was compromised by an

attacker as a result of the user having a weak password. Which action should the technician take as a
preventive measure against this type of attack happening in the future?
A: Ensure the security policy is being enforced.
Q: A user notices that some of the programs that are installed before upgrading to Windows 7 no longer
function properly. What can the user do to fix this problem?
A: Reinstall the programs in Compatibility Mode.

Q: In which folder are application files for 32-bit programs typically located on a computer that is
running a 64-bit edition of Windows 7?
A: C:\Program Files (x86)
Q: A user wants to extend a primary partition formatted with the NTFS file system with the unallocated
space on the hard disk. What must the user do after the
A: primary partition is extended to make it usable?
Q: A technician has successfully removed malware from a PC and finds that when the system is rebooted
error messages are displayed about missing and corrupt system files. What utility can the technician use
to replace or fix any corrupted system files?
A: SFC
Q: What is the first step a technician should take when preparing to work on the inside of a computer?
A: Disconnect the computer from power.
Q: What is required in order to connect a Wi-Fi enabled laptop to a WPA secured wireless network?
A: a security encryption key
Q: What is a feature that can be used by an administrator to prevent unauthorized users from
connecting to a wireless access point?
A: MAC filtering
Q: What is the function of the power supply?
A: to convert AC power into a lower voltage DC power
Q: Which two motherboard components connect to the Northbridge chipset? (Choose two.)
A: RAM
A: video card
Q: What type of connector can be used to connect an internal hard drive to the motherboard?
A: SATA
Q: Refer to the exhibit. To what input device would the cables attach?
A: KVM switch
Q: Which is the correct procedure to put out a fire with a fire extinguisher after the pin is pulled?
A: Aim at the base of the flame, squeeze the lever, and sweep from side to side.
Q: Which three safety guidelines would be recommended for a technician working inside a laser printer?
(Choose three.)
A: Allow the hot area of the laser printer to cool.
A: Remove jewelry and other accessories.
A: Secure loose clothing.
Q: A technician is reorganizing the parts cabinet and has found some thermal paste. When would the
technician use thermal paste?
A: when installing CPUs
Q: Which two types of expansion slots would be used by a wireless NIC in a computer today? (Choose
two.)
A: PCIe
A: PCI
Q: Refer to the exhibit. What is the purpose of the device that is shown?
A: to read data from a memory card
Q: Refer to the exhibit. What is the motherboard component that is shown?
A: front panel cable connectors
Q: Which solid-state storage technology allows a computer BIOS to be upgraded by flashing?
A: EEPROM
Q: Which two PC settings can be configured using the BIOS setup utility? (Choose two.)
A: virtualization support
A: boot sequence
Q: What type of device provides power to a computer and allows it to be safely shut down in the event
of a power loss?
A: uninterruptible power supply
Q: Why do laptop computers use CPU throttling techniques?
A: to reduce the heat that the CPU may generate
Q: Which two existing components must be compatible with the installation of a new upgraded CPU?
(Choose two.)
A: power supply
A: motherboard
Q: What are three important considerations when installing a CPU on a motherboard that has just been
upgraded? (Choose three.)
A: Antistatic precautions are taken.
A: The CPU is correctly aligned and placed in the socket.
A: The CPU heat sink/fan assembly is correctly installed.
Q: What is a possible use for virtual computing?
A: to run old applications that are not compatible with current operating systems
Q: A customer has requested a device with a minimum of 64 GB of RAM and the requirement that large
numbers of users can test software upgrades in a safe environment. What type of device should be
purchased?
A: VDI server
Q: True or False?
A: true
Q: What is the correct disposal process of old computer batteries?
A: They must be recycled because they are harmful to the environment.
Q: Which component can be easily damaged by the direct spray of compressed air when cleaning inside
the computer case?
A: fan
Q: During the process of testing a theory of several probable causes to a problem, which should be
tested first?
A: the easiest and most obvious

Q: Which two items could be used to help establish a plan of action when resolving a computer
problem? (Choose two.)
A: the computer manual
A: the computer repair history log
Q: What is the preferred method to remove a disc from an optical drive that fails to eject the disc?
A: Insert a pin into the small hole on the front of the drive.
Q: A technician is called to an office where the computer is randomly rebooting. Which of the given
components would most likely cause this issue?
A: power supply
Q: Which two devices are considered intermediary devices in a network? (Choose two.)
A: switch
A: modem
Q: What are the four layers in the TCP/IP reference model?
A: application, transport, internet, network access
Q: Several messages sent to the network administrator are reporting that access to a secure server using
HTTPS is failing. After checking recent updates to the company firewall, the administrator learns that the
firewall is blocking HTTPS. Which port should be opened to solve the problem?
A: 443
Q: A computer technician is monitoring traffic on a network where users are complaining about slow
network performance. The technician is curious as to whether the new network management software
is causing the slowdown. Which two port numbers would the technician be looking for in the captured
packets for SNMP traffic? (Choose two.)
A: 161
A: 162
Q: A technician has been asked to assist with the installation of smart devices in school dormitories.
Which two technologies should the technician be familiar with? (Choose two.)
A: Z-Wave
A: Zigbee
Q: The current IP configuration of a medium size company with several subnets is done manually and is
time-consuming. Because of increased network growth, a technician needs a simpler way for IP
configuration of workstations. Which service or protocol would simplify the workstation IP configuration
task?
A: DHCP
Q: Which IPv6 address represents the most compressed form of the IPv6 address
2001:0db8:cafe:0100:0f0d:0000:0000:00AA/96
A: 2001:db8:cafe:100:f0d::AA/96
Q: What is the full decompressed form of the IPv6 address 2001:420:59:0:1::a/64?
A: 2001:0420:0059:0000:0001:0000:0000:000a
Q: A support desk technician is asking a customer a series of questions about a problem connecting to
the network. Which step of the troubleshooting process is the technician applying?
Q: What are three common solutions for a PC that displays an IP address starting with 169.254.x.x?
(Choose three.)
A: Turn on the device that is acting as a DHCP server.
A: Use the ipconfig /release and ipconfig /renew commands to request a new IPv4 address.
A: Reboot the client machine that is using the 169.254.x.x address.
Q: A user with a laptop is trying to connect to a wireless network, but no wireless networks are showing.
What is a quick way for the user to ensure that the wireless NIC is enabled?
A: Use a function key.
Q: Which laptop device would accept an SD card?
A: card reader
Q: What are two indications that a mobile device battery needs to be replaced? (Choose two.)
A: The battery is leaking.
A: The battery overheats.
Q: What two steps must be taken before performing a cleaning procedure on a laptop computer?
(Choose two.)
A: Disconnect the laptop from the electrical outlet.
A: Remove all installed batteries.
Q: A tire store needs to use carbon copy paper to print customer invoices so that both the store and the
customer have a copy. What is the best printer solution?
A: impact printer
Q: A user sends a printed document to a remote destination through the cloud.
A: A remote user sends a document to a local user who prints the document using the company laser
printer.
A: A document is sent to a printer that is connected to the USB port of a co-worker on the same
network.
Q: What printer feature allows a computer to work while print jobs are waiting in queue to be printed?
A: buffering
Q: A user on a home network wants to share a printer from a Windows 7 computer. What must the user
do in order for other Windows 7 computers in the house to obtain the proper driver?
A: Nothing. Windows automatically provides the driver.
Q: For cleaning a laser printer, what should be used to pick up excess particles of toner?
A: a HEPA-capable vacuum
Q: What is the difference between cloud computing and a data center?
A: Cloud computing solutions are network resources and services provided to the clients through the
use of services from data centers.
Q: Which technology provides a solution for PC virtualization?
A: hypervisor
Q: What is an example of cloud computing?
A: a service that offers on-demand access to shared resources
Q: Which Cloud computing service would be best for a new organization that cannot afford physical
servers and networking equipment and must purchase network services on-demand?
A: IaaS
allow users to tap and pay for their purchases. What device should the store owner recommend to
A: NFC device
A: magstripe reader
scan some old family photos into a laptop. What device should the store owner recommend to
A: flatbed scanner
display a promotional presentation to a large audience at a conference. What device should the store
A: projector
simplify inventory ordering and control in the customer retail store. What device should the store owner
recommend to accomplish the required task?
A: barcode scanner
train pilots how to land and take off in a computer simulation environment. What device should the
A: joystick or gamepad
share a keyboard and mouse between two computers. What device should the store owner recommend
to accomplish the required task?
A: KVM switch
verify the identity of the receiver when a purchased product is delivered by courier to the door of a
customer. What device should the store owner recommend to accomplish the required task?
A: signature pad
provide secure access to the central server room using a retinal scan. What device should the store
A: biometric scanner
help a person with accessibility issues input instructions into a laptop by using a pen. What device
should the store owner recommend to accomplish the required task?
A: stylus
Q: A consultant has been asked to help decide on the best power protection for some equipment in a
company that trades electricity and energy nation-wide. The company has multiple cubicles where the
energy traders work. Each cubicle has a computer, an IP phone, and eight monitors. All devices need
power and the ability to protect the equipment from power spikes. Which protection device would be
best to use for each computer station?
A: a surge protector
company that provides payroll services to small businesses. The company has staff that require a PC,
laser printer, and IP phone from 8 a.m. to 5 p.m. Monday through Friday. The power protection device
needs to be able to provide protection for an overvoltage situation. Which protection device would be
company that specializes in PC technical support for senior citizens. The company is a 24/7 operation.
Each technician is assigned to a computer that has an IP phone with a headset and two monitors. All
devices need power and the ability to protect the equipment from power spikes. Which protection
device would be best to use for each computer station?
company that trades electricity and energy nation-wide. The company has multiple cubicles where the
energy traders work. Each cubicle has a computer, an IP phone, and eight monitors. All devices need
consistent quality power, the ability to use the equipment 24/7, and the ability to save information
about the current transaction if the power goes out. Which protection device would be best to use for
each computer station?
A: a UPS
needs to be able to provide conditioned power at all times the ability to save payroll information if the
power goes out. Which protection device would be best to use for each computer station?
A: a UPS
needs to be able to provide conditioned power at all times the ability to save payroll information if the
power goes out. Which protection device would be best to use for each computer station?
A: a UPS
devices need quality power, the ability to finish the current call if the power goes out, and constant
battery charging. Which protection device would be best to use for each computer station?
A: a UPS
devices need quality power, the ability to finish the current call if the power goes out, and constant
battery charging. Which protection device would be best to use for each computer station?
A: a UPS
Q: A user is building a new computer system. Why would the user select external screws?
A: to install a power supply into a PC tower case

Q: A user is building a new computer system. Why would the user select a part that has a 3.5 inch (8.89
cms) form factor?
A: to install an internal HDD
Q: A user is building a new computer system. Why would the user select an HDMI cable?
A: to attach a digital monitor
Q: A user is building a new computer system. Why would the user select an HDMI cable?
Q: A user is building a new computer system. Why would the user select a DVI cable?
Q: A user is building a new computer system. Why would the user select a media reader?
A: to copy files from an SD card
Q: A user is building a new computer system. Why would the user select an RJ-45 connector?
Q: A user is building a new computer system. Why would the user select an RJ-45 connector?
A: 8
A: 16
A: 16
A: 16
A: 48
A: 48
A: 32
A: 128
A: 8
A: 24
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
A: hard drive
Q: A technician is working on a laptop and an app is not loading. What is a possible solution for this
situation?
A: Perform a reset.
Q: A technician is working on a laptop and an app is not loading. What is a possible solution for this
situation?
A: Perform a reset.
Q: A technician is working on a laptop and an app is not responding. What is a possible solution for this
situation?
A: Perform a reset.
situation?
A: Perform a reset.

Q: In what two situations is a virtual printer used? (Choose two.)
A: A user sends a printed document to a remote destination through the cloud.
A: A document is printed to a PDF or other file type.
Q: What are two potential risks that could result from rooting or jailbreaking a mobile device? (Choose
two.)
A: enabling app access to the root directory
A: not properly creating or maintaining sandboxing features
Q: What two tasks should be done regularly to preserve the security and integrity of data and
applications on mobile devices. (Choose two.)
A: Back up user data on a regular basis.
A: Ensure that the operating system software and applications contain the latest updates.
Q: A user notices that a mobile device is draining power faster than is normal. What are three causes of
quick battery drain? (Choose three.)
A: An app is using too many resources.
A: The device is roaming between call towers.
A: The display is set to a high level of brightness.
Q: Which two operations can help prevent a mobile device from being tracked without permission?
(Choose two.)
A: Turn off the GPS when not in use.
A: Disable or remove apps that allow connections to the GPS.

Q: Which component uses the greatest amount of power on most mobile devices?
A: LCD screen
Q: What tool is included in the Mac OS X for backing up disks to image files and recovering disk images?
A: Disk Utility
Q: A network technician is troubleshooting a DHCP issue for a user and has requested assistance from a
senior technician. The senior technician provides the graphic to illustrate configuration options. What is
the purpose of the Alternate Configuration feature?
A: It allows an administrator to configure an alternative IP address for the PC to use if it is unable to

contact a DHCP server.
Q: When a user tries to run a program a missing or corrupt DLL message is displayed. What are two
possible solutions to this problem? (Choose two.)
A: Run sfc/scannow in Safe Mode.
A: Register the DLL file using the regsvr32 command.
Q: A computer repeatedly locks without any error message. Which two conditions may be the cause of
the problem? (Choose two.)
A: The computer has a virus.
A: An update has corrupted the operating system.
Q: A user has submitted a trouble ticket stating that their computer is showing the error “BOOTMGR is
missing”. The IT technician replicates the error and finds that it occurs after the POST of this Windows
10 machine. What are two possible solutions for this problem? (Choose two.)
A: Restore BOOTMGR using the Windows Recovery Environment.
A: Run chkdsk /F /R from the recovery console.

Q: A user calls the help desk and reports that invalid system disk or invalid boot disk error messages
display on the workstation when it is powered on. When a technician comes to the office, the user
mentions that the workstation was working well the day before. The technician suspects that the MBR is
corrupted.
A: Run the chkdsk command.
Q: A technician is visiting a website and is using Google Chrome on a Windows 10 PC. The technician is
trying to view the password for the website. The technician uses the Credential Manager to view the
password but cannot see it. What could be the cause?
A: Web credentials are not saved for sites accessed by browsers other than Explorer and Edge.
Q: A technician wants to split a large partition on a drive in a Windows 10 PC without loss of any data.
How can this be accomplished?
A: Shrink the existing partition and create a new partition from the unallocated space.
Q: A technician is troubleshooting a Windows 10 PC. The PC has an application that displays an error
message about a missing DLL. The technician has located the DLL file on the PC and wants to register it.
Which command line tool can the technician use for the task?
A: regsvr32
Q: A technician is troubleshooting an employee laptop that has a wired network connectivity issue. The
laptop can connect to the internet when used inside the office but cannot connect to the network when
used in a research lab. The company uses DHCP in the office but does not use DHCP in the research lab.
How can the technician address this issue?
A: Implement an Alternate Configuration IPv4 address on the laptop.
Q: A technician is troubleshooting a Windows 10 computer that displays an “Invalid Boot Disk” error
message. What should be the first action the technician should take to troubleshoot the issue?
A: Change the boot order in the UEFI/BIOS settings to select the drive that has the operating system
installed as the first boot device.
Q: Which two data storage locations contain persistent data that can be used by computer forensics
specialists? (Choose two.)
A: hard disk drives
A: solid state drives
Q: Which two statements are correct about level one and level two technicians? (Choose two.)
A: Level two technicians are usually more knowledgeable about technology than the level one
technicians are.
A: Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.
Q: Chad, a level one call center technician, receives a customer phone call. The customer has an issue
that Chad does not have the knowledge to answer. The customer is irritated that Chad cannot provide
immediate assistance. Which two things should Chad do next? (Choose two.)
A: Document the reason the customer called and create a support ticket.
A: Escalate the customer to a level two technician.
Q: What two roles or tasks are associated with level two technicians? (Choose two.)
A: remotely updating drivers and software on customer computers
A: gathering diagnostic information from a customer computer
Q: When performing computer forensics what is required to prove a chain of custody?
A: proper documentation procedures
Q: A technician has copied several commercial movies to a company server to be shared with
colleagues. How would this behavior be classified?
A: ethically wrong and illegal

Q: A call center technician answers a call from a frequent customer who is known to be impatient and
lacks experience with computers. The customer has an issue with an application that the call center
supports. The customer informs the technician that the problem had been reported before but the
original technician was rude, did not listen, and did not fix the problem. If the technician is confident
that the problem can be resolved by increasing the amount of memory in the computer, what should
the technician do?
A: Confirm the issues and give detailed instructions to solve the problem.
Q: A call center technician has asked a customer to perform a simple operation to fix a problem on a
computer. The customer seems unable to perform the task. What should the technician do?
A: Determine whether the customer would prefer to receive the instructions in another form, such as
emailed, illustrated written instructions.
Q: An IT technician is troubleshooting a file error on an employee laptop. While working in the system
files directory, the technician notices that the User Account Control (UAC) box appears requesting a
password. What should the IT technician do next?
A: Call the employee and ask the employee to come to the IT department to enter the necessary
credentials.
Q: What is the best definition of personally identifiable information (PII)?
A: Data that is collected by businesses to distinguish identities of individuals.
Q: Which two Windows operating systems cannot be upgraded to Windows 8.1 64-bit? (Choose two.)
A: Windows 7 32-bit
A: Windows XP 64-bit
Q: A user wishes to upgrade a PC to Windows 10 from a PC that is running a 32-bit version of Windows
7. Which two editions of Windows 10 will support this upgrade? (Choose two).

Q: After a computer is powered on, Windows 7 fails to start. What initial procedure would a technician
use to deal with this failure?
A: Boot from a Windows 7 installation media and access the System Restore utility.
Q: Which statement is correct about installing a 32-bit operating system on a x64 architecture?
A: The OS will run correctly.
Q: A technician is attempting to create multiple partitions on a hard disk that is using the boot sector
standard that supports a maximum partition size of 2TB. What is the maximum number of primary
partitions allowed per hard drive?
A: 4
Q: A network administrator is tasked with deployment of Windows 10 Pro for a large number of new PCs
in the company. The administrator uses a PC to perform a base installation together with standard
company applications. The PC is tested to be fully functional. Which tool must the administrator use to
remove all computer and user specific information before building a deployable image from the disk?
A: Sysprep.exe
Q: A network analyst is booting a PC that has Windows 8 installed. The boot process is currently working
on the following step: The BIOS boots the computer using the first drive that contains a valid boot
sector. What is the next step that will happen in the boot process?
A: The code in the boot sector is executed and the control of the boot process is given to Windows Boot
Manager.
Q: A help desk technician notices an increased number of calls relating to the performance of computers
located at the manufacturing plant. The technician believes that botnets are causing the issue. What are
two purposes of botnets? (Choose two.)
A: to attack other computers
A: to transmit viruses or spam to computers on the same network

Q: A company has a security policy that permits the reuse of wiped drives in other computers. The
wiped drives are often used for additional storage or as a replacement drive. What are two methods
that could be used to wipe data? (Choose two.)
A: data wiping software
A: degaussing equipment
Q: A technician is configuring a SOHO computer. The technician wants to create a local account that
requires a password and wants a screen saver to appear if the person using the computer steps away for
a period of time. Which two Windows Control Panels will the technician use to accomplish these tasks?
(Choose two.)
A: Personalization
A: User Accounts
Q: What is the next troubleshooting step after a theory of probable cause has been established?
A: Test the theory to determine cause.
Q: When a security audit is performed at a company, the auditor reports that new users have access to
network resources beyond their normal job roles. Additionally, users who move to different positions
retain their prior permissions. What kind of violation is occurring?
A: least privilege
Q: A technician has been notified of a problem on the network. After investigation, the technician
determines that a specific internal company computer is launching an attack on other company
computers. Which type of malware is being used?
A: Trojan
Q: What is a recommended best practice for a technician who must perform tasks that require
administrative access?
A: Ask the current user to log off, restart the computer, and then log in with the administrator account.
A: Reset this PC.
or applications?
A: Reset this PC.
applications?
A: Reset this PC.
A: Reset this PC.
A: Reset this PC.
A: Reset this PC.
A: Reset this PC.
Q: A user wants to check a file system for errors, including errors with physical media. Which
administrative command-line tool or command can be used to address this?
A: chkdsk
Q: A technician wants to create customized system image files that will be installed on computers in the
network. Which administrative command-line tool or command can be used to address this?
A: dism
Q: A user wants to terminate a running process on a computer. Which administrative command-line tool
or command can be used to address this?
A: taskkill
Q: A technician wants to copy files and entire directory trees from one volume to another volume on a
Windows 10 PC. Which administrative command-line tool or command can be used to address this?
A: robocopy
Q: A technician is troubleshooting a Windows 10 PC that has a .dll file for an application that has not
been registered. Which administrative command-line tool or command can be used to address this?
A: regsvr32
Q: A user wants to display the contents of a text file in a command interpreter. Which administrative
command-line tool or command can be used to address this?
A: type
Q: A technician is troubleshooting a Windows 10 PC that has corrupted system files. Which

administrative command-line tool or command can be used to address this?
A: sfc
Q: A user wants to display and change information about computer users. Which administrative
command-line tool or command can be used to address this?
A: net user
Q: A user wishes to see a summary of software information and system components, including hardware
components, on a Windows 10 PC. Which administrative command-line tool or command can be used to
address this?
A: msinfo32
Q: A technician has just configured the security policy on a Windows 10 PC and wants to ensure the
policy is implemented immediately. Which administrative command-line tool or command can be used
to address this?
A: gpupdate
A: antimalware
A: antimalware
A: antimalware
A: antimalware
A: antimalware
A: antimalware
A: antimalware
computer against firmware viruses. Which security technique should the technician recommend?
A: antimalware
computer against firmware viruses. Which security technique should the technician recommend?
A: antimalware
computer against boot sector viruses. Which security technique should the technician recommend?
A: antimalware
Q: True or False? Smartphones require an operating system before they can be operated.
A: True
Q: True or False? Modern operating systems boot the computer, manage the file system, and support
only one user, task, or CPU.
A: False
Q: True or False? When a hardware device is installed, the operating system needs to use a device driver
to access and use that hardware.
A: True
Q: True or False? When a user is working on a system that uses a network file system, there is no
difference between accessing a file stored locally or on another computer on the network.
A: True
Q: True or False? Windows 10 64-bit version can be installed on as little as 1GB of hard drive space.
A: False
Q: True or False? DirectX is a collection of APIs related to multimedia tasks for Microsoft Windows.
A: True
Q: True or False? The registry is a database that only contains information about the device drivers on a
computer.
A: False
Q: True or False? Multitasking describes a computer operating system that is capable of running multiple
applications at the same time.
A: True
Q: True or False? Multithreading describes an operating system that can support two or more CPUs.
A: False
Q: True or False? Hard drives partitioned with a master boot record (MBR) cannot have an extended
partition or logical drives.
A: False
states: “The start voice control function can be performed with the home button.” To which OS does this
relate: iOS, Android, or both?
A: iOS
states: “To synchronize a mobile device to a PC, iTunes must be installed on the PC.” To which OS does
this relate: iOS, Android, or both?
A: iOS
states: “The mobile devices have a feature called Spotlight that is a search tool that provides
information from many sources.” To which OS does this relate: iOS, Android, or both?
A: iOS
states: “This OS can be used by programmers to operate devices like laptops, smart TVs, and e-book
readers.” To which OS does this relate: iOS, Android, or both?
A: Android
states: “The icon on the Home screen is a shortcut to the app.” To which OS does this relate: iOS,
Android, or both?
A: Android
states: “To help prevent malicious programs from infecting the device, mobile device apps are run in a
sandbox that isolates them from other resources.” To which OS does this relate: iOS, Android, or both?
A: both
states: “WIFI hotspots are a location data source that can be used by locator apps to determine the
position of a mobile device.” To which OS does this relate: iOS, Android, or both?
A: both
states: “Remote backups are a cloud-enabled service for mobile devices.” To which OS does this relate:
iOS, Android, or both?
A: both
states: “GPS signals are used to enable geocaching, geotagging and device tracking on these mobile
devices.” To which OS does this relate: iOS, Android, or both?
A: both
states: “The user interface can be extensively customized using rooting or jailbreaking into a mobile
device.” To which OS does this relate: iOS, Android, or both?
A: both
Q: A user calls the help desk and reports that invalid system disk or invalid boot disk error messages
display on the workstation when it is powered on. When a technician comes to the office, the user
mentions that the workstation was working well the day before. The technician suspects that the MBR is
corrupted. Which process can the technician use to check and repair the MBR?
A: Run the bootrec command.

Q: A technician is booting a laptop that has Windows 10 installed with 2 GB RAM. The boot process is
currently working on the following step: NTOSKRNL.EXE starts the login file called WINLOGON.EXE. What
is the next step that will happen in the boot process?
A: WINLOGON.EXE displays the Windows Welcome screen.
Q: In which situation would an ESD strike potentially cause harm to the PC?
A: when replacing a mechanical hard drive with an M.2 SSD
Q: A person has started a new technical job. In which situation would ESD be an issue?
A: when installing a processor
Q: A technician is about to begin preventive maintenance on a company PC. In which situation would
ESD be an issue?
A: when replacing a motherboard
ESD be an issue?
A: when installing RAM
Q: An instructor has given a student an assignment to assemble a PC. In which situation should the
student be aware that ESD is an issue?
ESD be an issue?

ESD be an issue?
Q: What two motherboard components control the system boot operations? (Choose two.)
A: BIOS chip
A: UEFI chip
Q: A technician is upgrading an ATX motherboard with another ATX motherboard. Which component
might be affected by this and need to be upgraded and bought as an additional purchase?
A: CPU
Q: A customer has requested that a PC be built that will support eSATA. Which component should be
checked to be sure that this feature is supported?
A: chipset
Q: Which memory module used to hold instructions for booting a PC and loading the OS, but is still used
on adapters even though the memory contents cannot be changed?
A: ROM
Q: What is a characteristic of DDR SDRAM?
A: It transfers data twice per clock cycle compared to once per clock cycle for SDRAM.
Q: What are two safety hazards when dealing with laser printers? (Choose two.)
A: high voltage
A: hot components
Q: Which component requires a technician to install screws externally through the PC case?
A: power supply
Q: A technician is installing an internal HDD. To which motherboard connector will the technician
connect the data cable?
A: SATA
Q: Refer to the exhibit. A technician has been asked to install a video card. Which section of the
motherboard will the technician use to install the card?
A: section D
Q: When a PC is being assembled, what component is connected to the motherboard with a SATA cable?
A: the optical drive
Q: A technician is troubleshooting a computer that is experiencing hardware failure detected by the

BIOS. What is one way this failure is indicated?
A: The computer emits a pattern of beeps indicating the failing device.

Q: Which three features can be configured in the BIOS settings to secure a computer? (Choose three.)
A: drive encryption
A: TPM
A: passwords
Q: What is the purpose of RAID adapters?
A: to connect multiple storage devices for redundancy or speed
Q: When a new motherboard is being installed, between which two components must thermal
compound be applied? (Choose two.)
A: CPU
A: heat sink
Q: What is the purpose of a Safety Data Sheet?
A: to specify procedures for dealing with potentially hazardous materials
Q: Which negative environmental factor does cleaning the inside of a computer reduce?
A: dust
Q: What is a recommended procedure to follow when cleaning computer components?
A: Hold cans of compressed air upright while spraying.
Q: On the production floor, a furniture plant has laptops for process monitoring and reporting. The
production floor environment is around 80 degrees Fahrenheit (27 degrees Celsius). The humidity level
is fairly high around 70 percent. Fans are mounted in the ceiling for air circulation. Wood dust is
prevalent. Which condition is most likely to adversely affect a laptop that is used in this environment?
A: the dust
Q: 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.)
A: Establish a new theory of probable causes.
A: Document each test tried that did not correct the problem.
Q: What would happen if a PC that contains a power supply that does not automatically adjust for input
voltage is set to 230 volts and attaches to an outlet in the United States?
A: The PC would not turn on.
Q: Which type of network spans a single building or campus and provides services and applications to
people within a common organizational structure?
A: LAN
Q: What are two types of wired high-speed Internet connections? (Choose two.)
A: cable
A: DSL
Q: In what two situations would UDP be better than TCP as the preferred transport protocol? (Choose
two.)
A: when a faster delivery mechanism is needed
A: when applications do not need to guarantee delivery of the data
A: DHCP
Q: A company is looking for a next-generation firewall that provides VPN functionality, IDS/IPS
functionality, and DoS/DDoS protection. Which device would be best suited for this task?
A: UTM
Q: A student is helping a friend with a home computer that can no longer access the Internet. Upon
investigation, the student discovers that the computer has been assigned the IP address 169.254.100.88.
What could cause a computer to get such an IP address?
A: unreachable DHCP server
Q: What three values must be added to the IPv4 properties of a NIC in order for a computer to have
basic connectivity with the network? (Choose three.)
A: subnet mask
A: default gateway
A: IP address
Q: A device has an IPv6 address of 2001:0DB8:75a3:0214:0607:1234:aa10:ba01 /64. What is the host

identifier of the device?
A: 0607:1234:aa10:ba01
Q: How can a user prevent specific applications from accessing a Windows computer over a network?
A: Block specific TCP or UDP ports in Windows Firewall.
Q: A technician has been asked to configure Wi-Fi calling on a corporate mobile device. In which
situation would this feature be most advantageous?
A: when in an area with poor cellular coverage
Q: Which statement is true about laptops?
A: Most of the internal components that are designed for laptops cannot be used for desktops.
Q: Which standard provides a bridge between laptop hardware and the operating system and a way for
technicians to configure power management schemes to get the best performance?
A: ACPI
Q: Which two laptop components are considered replaceable by the customer. (Choose two.)
A: battery
A: RAM
Q: A user wants to synchronize some apps, movies, music, and ebooks between mobile devices. What
are the two types of connections used to synchronize this type of data? (Choose two.)
A: Wi-Fi
A: USB
Q: A technician is explaining the differences between inkjet printers and laser printers to a customer.
Which two comparisons should the technician make? (Choose two.)
A: Inkjet printers are less expensive as an initial purchase than laser printers.
A: The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper
after printing.
Q: A user chooses the collate option and prints two copies of a three-page document. What is the order
in which the pages are printed?
A: pages 1, 2, 3, 1, 2, 3
Q: A color laser printer is used to print documents with graphics and photographs. Users are
complaining that printing takes too long. Which component of the printer should be upgraded in order
to improve printing performance?
A: RAM
Q: What service is available for Windows to provide software print server services to MAC OS clients?
A: Bonjour Print Server
Q: Which three components are typically found in laser printer maintenance kits? (Choose three.)
A: fuser assembly
A: pickup rollers
A: transfer rollers
Q: A technician is installing a new printer in a cool, damp environment. After the printer cabling is done,
and the software and print driver are installed, the printer test page jams. What is the most likely cause
of the print failure?
A: too much humidity
Q: A data center has recently updated a physical server to host multiple operating systems on a single
CPU. The data center can now provide each customer with a separate web server without having to
allocate an actual discrete server for each customer. What is the networking trend that is being
implemented by the data center in this situation?
A: virtualization
A: Hardware does not have to be identical.
Q: Which two hypervisors are suitable to support virtual machines in a data center? (Choose two.)
A: VMware ESX/ESXi
A: Microsoft Hyper-V 2012

Q: A web designer accesses a company Windows 10 computer remotely. The designer often needs to
simultaneously open multiple applications, such as a web page editor and a graphics editor. Rather than
opening them in multiple windows, the designer opens them in different virtual desktops. What
technology is being used by the designer?
A: Windows Virtual Desktop
Q: Which Cloud computing service would be best for an organization that needs to collaboratively create
applications and deliver them over the web?
A: PaaS
Q: A technician is troubleshooting a server that displays the error message “RAID not found” after a
power outage over the weekend. What is a possible cause for this?
A: The external RAID controller is not receiving power.
Q: A customer brings in a laptop with a touch screen that is not working correctly. The touch screen
either does not respond at all or provides unusual or inaccurate responses. What is a possible cause for
such behavior?
A: Too many apps are open.
Q: What are two security risks associated with sharing printers in a corporate environment? (Choose
two.)
A: user authentication
A: cached files
Q: Which change management process component is concerned with the business processes that are
affected by changes?
A: assessment
Q: A computer technician is installing a RAID. If the RAID uses mirroring and striping, which RAID level is
the technician using?
A: 10
Q: A computer technician is installing a RAID. If the RAID uses mirroring, which RAID level is the
technician using?
A: 1
Q: A computer technician is installing a RAID. If the RAID uses striping with parity, which RAID level is the
technician using?
A: 5
Q: A computer technician is installing a RAID. If the RAID uses striping, which RAID level is the technician
using?
A: 0
Q: A computer technician is installing a RAID. If the RAID uses striping with double parity, which RAID
level is the technician using?
A: 6
A: 6
technician using?
A: 1
A: 10
technician using?
A: 5
using?
A: 0
Q: A technician is upgrading many PCs used within the company. How should the technician dispose of
an old battery?
A: Recycle following local regulations.
Q: A technician is upgrading many PCs used within the company. How should the technician dispose of a
broken monitor?
an old power supply?
old RAM?
old RAM?
an old motherboard?
an old hard drive?
an old hard drive?
an old battery?
an old battery?
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: CPU
A: power supply
A: NetBIOS (NetBT)
A: SSH
A: IMAP
A: Telnet
A: SNMP
A: LDAP
A: SMTP
A: SLP
A: DNS
A: SLP
A: 2001:db8::a0b0:8:1
A: fe80:9ea:0:2200::fe0:290
A: 2002:42:10:c400::909
A: fe80:9ea:0:2200::fe0:290
A: 2002:420:c4:1008:25:190::990
Q: Which is the compressed format of the IPv6 address 2001:0db8:0000:0000:0ab8:0001:0000:1000?
A: 2001:db8::ab8:1:0:1000
Q: Which is the compressed format of the IPv6 address fe80:0000:0000:0000:0220:0b3f:f0e0:0029?
A: fe80::220:b3f:f0e0:29
A: 2001:db8::a0b0:8:1
A: fe80:9ea:0:2200::fe0:290
Q: Which is the compressed format of the IPv6 address fe80:9ea0:0000:2020:0000:00bf:00e0:9290?
A: fe80:9ea0::2020:0:bf:e0:9290
Q: What ACPI power state describes when the CPU and RAM are off and the contents of RAM have been
saved to a temporary file on the hard drive?
A: S4
Q: What ACPI power state describes when the CPU and RAM are still receiving power but unused
devices are powered down?
A: S1
Q: What ACPI power state describes when the CPU is off, but the RAM is refreshed?
A: S2
Q: What ACPI power state describes when the computer is off?
A: S5
A: S5
Q: What ACPI power state describes when the CPU is off and the RAM is set to a slow refresh rate, often
called suspend mode?
A: S3
Q: What ACPI power state describes when the computer is on and the CPU is running?
A: S0
A: S1
A: S4
A: S5

Q: Employees are complaining that they send print jobs to a newly installed printer but the print jobs
never print. What should the technician do to resolve the issue?
A: The printer is connected to the wrong port. Modify the port.

Q: Employees of a small business are complaining that the printer is printing faded images. What should
the technician do to resolve the issue?


situation?
situation?
situation?

situation?
situation?
situation?
situation?
situation?

Q: A user is complaining that the printer is printing pages with no image on them. What should the
technician do to resolve the issue?

Q: When a new motherboard is being installed, between which two components must thermal
compound be applied? (Choose two.)
A: CPU
A: heat sink
Q: A technician is explaining the differences between inkjet printers and laser printers to a customer.
Which two comparisons should the technician make? (Choose two.)
A: Inkjet printers are less expensive as an initial purchase than laser printers.
A: The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper
after printing.
Q: Which three components are typically found in laser printer maintenance kits? (Choose three.)
A: fuser assembly
A: pickup rollers
A: transfer rollers
Q: Which three features can be configured in the BIOS settings to secure a computer? (Choose three.)
A: drive encryptio
A: TPM
A: passwords
Q: What are two safety hazards when dealing with laser printers? (Choose two.)
A: high voltag
A: hot components
Q: What three values must be added to the IPv4 properties of a NIC in order for a computer to have
basic connectivity with the network? (Choose three.)
A: subnet mask
A: default gateway
A: IP address
Q: 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.)
A: Establish a new theory of probable causes.
A: Document each test tried that did not correct the problem.
Q: What two motherboard components control the system boot operations? (Choose two.)
A: BIOS chip
A: UEFI chip
Q: What are two types of wired high-speed Internet connections? (Choose two.)
A: cable
A: DSL
Q: In what two situations would UDP be better than TCP as the preferred transport protocol? (Choose
two.)
A: when a faster delivery mechanism is needed
A: when applications do not need to guarantee delivery of the data
Q: Which two laptop components are considered replaceable by the customer. (Choose two.)
A: battery
A: RAM
Q: A user wants to synchronize some apps, movies, music, and ebooks between mobile devices. What
are the two types of connections used to synchronize this type of data? (Choose two.)
A: Wi-Fi
A: USB
Q: A technician is upgrading an ATX motherboard with another ATX motherboard. Which component
might be affected by this and need to be upgraded and bought as an additional purchase?
A: CPU
Q: Which memory module used to hold instructions for booting a PC and loading the OS, but is still used
on adapters even though the memory contents cannot be changed?
A: ROM
Q: Which negative environmental factor does cleaning the inside of a computer reduce?
A: dust
Q: What is a recommended procedure to follow when cleaning computer components?
A: Hold cans of compressed air upright while spraying.
Q: On the production floor, a furniture plant has laptops for process monitoring and reporting. The
production floor environment is around 80 degrees Fahrenheit (27 degrees Celsius). The humidity level
is fairly high around 70 percent. Fans are mounted in the ceiling for air circulation. Wood dust is
prevalent. Which condition is most likely to adversely affect a laptop that is used in this environment?
A: the dust
Q: What would happen if a PC that contains a power supply that does not automatically adjust for input
voltage is set to 230 volts and attaches to an outlet in the United States?
A: The PC would not turn on.
Q: A student is helping a friend with a home computer that can no longer access the Internet. Upon
investigation, the student discovers that the computer has been assigned the IP address 169.254.100.88.
What could cause a computer to get such an IP address?
A: unreachable DHCP server
Q: What is the purpose of RAID adapters?
A: to connect multiple storage devices for redundancy or speed
Q: A technician is troubleshooting a computer that is experiencing hardware failure detected by the

BIOS. What is one way this failure is indicated?
A: The computer emits a pattern of beeps indicating the failing device.
Q: Which statement is true about laptops?
A: Most of the internal components that are designed for laptops cannot be used for desktops.
Q: What is a characteristic of DDR SDRAM?
A: It transfers data twice per clock cycle compared to once per clock cycle for SDRAM.
Q: A data center has recently updated a physical server to host multiple operating systems on a single
CPU. The data center can now provide each customer with a separate web server without having to
allocate an actual discrete server for each customer. What is the networking trend that is being
implemented by the data center in this situation?
A: virtualization
Q: How can a user prevent specific applications from accessing a Windows computer over a network?
A: Block specific TCP or UDP ports in Windows Firewall.
Q: When a PC is being assembled, what component is connected to the motherboard with a SATA cable?
A: the optical drive
A: Hardware does not have to be identical.
Q: What is the purpose of a Safety Data Sheet?
A: to specify procedures for dealing with potentially hazardous materials
Q: A customer has requested that a PC be built that will support eSATA. Which component should be
checked to be sure that this feature is supported?
A: chipset
Q: What service is available for Windows to provide software print server services to MAC OS clients?
A: Bonjour Print Server
Q: A user chooses the collate option and prints two copies of a three-page document. What is the order
in which the pages are printed?
A: pages 1, 2, 3, 1, 2, 3
Q: A color laser printer is used to print documents with graphics and photographs. Users are
complaining that printing takes too long. Which component of the printer should be upgraded in order
to improve printing performance?
A: RAM
Q: A technician is installing a new printer in a cool, damp environment. After the printer cabling is done,
and the software and print driver are installed, the printer test page jams. What is the most likely cause
of the print failure?
A: too much humidity
A: DHCP
Q: A device has an IPv6 address of 2001:0DB8:75a3:0214:0607:1234:aa10:ba01 /64. What is the host

identifier of the device?
A: 0607:1234:aa10:ba01
Q: Which Cloud computing service would be best for an organization that needs to collaboratively create
applications and deliver them over the web?
A: PaaS
Q: Which type of network spans a single building or campus and provides services and applications to
people within a common organizational structure?
A: LAN
Q: Refer to the exhibit. A technician has been asked to install a video card. Which section of the
motherboard will the technician use to install the card?
A: section D
Q: A technician is installing an internal HDD. To which motherboard connector will the technician
connect the data cable?
A: SATA
Q: Which component requires a technician to install screws externally through the PC case?
A: power supply
Q: A company is looking for a next-generation firewall that provides VPN functionality, IDS/IPS
functionality, and DoS/DDoS protection. Which device would be best suited for this task?
A: UTM
Q: A web designer accesses a company Windows 10 computer remotely. The designer often needs to
simultaneously open multiple applications, such as a web page editor and a graphics editor. Rather than
opening them in multiple windows, the designer opens them in different virtual desktops. What
technology is being used by the designer?
A: Windows Virtual Desktop
Q: A technician has been asked to configure Wi-Fi calling on a corporate mobile device. In which
situation would this feature be most advantageous?
A: when in an area with poor cellular coverage
Q: Which standard provides a bridge between laptop hardware and the operating system and a way for
technicians to configure power management schemes to get the best performance?
A: ACPI
Q: A technician is troubleshooting a server that displays the error message “RAID not found” after a
power outage over the weekend. What is a possible cause for this?
A: The external RAID controller is not receiving power.
Q: What are two probable causes of a user unable to access local resources such as file shares or
printers on a wired network? (Choose two.)
A: bad cabling
A: DNS name resolution not working
Q: Which change management process component is concerned with the business processes that are
affected by changes?
A: assessment
Q: What are two security risks associated with sharing printers in a corporate environment? (Choose
two.)
A: user authentication
A: cached files
Q: What are two possible solutions to any Windows computer restarting continuously and never
displaying the desktop? (Choose two.)
A: Press F8 to open the Advanced Options menu and choose Disable Automatic Restart on System
Failure.
A: Run chkdsk /F /R from the recovery console.
Q: When responding to a call from a customer who is experiencing problems with a computer, the
technician notices that a number of system files on the computer have been renamed. Which two
possible solutions could the technician implement to resolve the problem? (Choose two.)
A: Use antivirus software to remove a virus.
A: Restore the computer from a backup.

Q: A technician suspects that a security issue is causing problems with a computer. What two actions
could be performed to test theories of probable cause when troubleshooting the PC? (Choose two.)
A: Log in as a different user.
A: Disconnect the computer from the network.
Q: Which two tools are available to transfer user data and settings from an old Windows computer to a
Windows operating system on a new computer? (Choose two.)
A: User State Migration tool
Q: What are three features of GPS on mobile devices? (Choose three.)
A: navigation
A: specialized search results
A: device tracking
Q: The CIO wants to secure data on company laptops by implementing file encryption. The technician
determines the best method is to encrypt each hard drive using Windows BitLocker. Which two things
are needed to implement this solution? (Choose two.)
A: at least two volumes
A: TPM
Q: Which three components are used to assign file and directory permissions in Linux systems? (Choose
three.)
A: group
A: owner
A: all users
Q: A user downloads a widget onto his Android phone but is puzzled to see that when the widget is
touched an app is launched. What is a possible cause?
A: The widget is associated with the app and this is the normal behavior.
Q: What is an accurate description of asymmetric encryption technology?
A: It is an encryption process that uses a public and private key pair to encrypt/decrypt data.
Q: Which type of security threat can be transferred through email and is used to gain sensitive
information by recording the keystrokes of the email recipient?
A: virus
Q: A user wants to extend a primary partition formatted with the NTFS file system with the unallocated
space on the hard disk. What must the user do after the primary partition is extended to make it usable?
A: Convert the disk type to dynamic.
Q: What is the purpose of running mobile device apps in a sandbox?
A: to prevent malicious programs from infecting the device
Q: Why is a full format more beneficial than a quick format when preparing for a clean OS installation?
A: A full format will delete files from the disk while analyzing the disk drive for errors.
Q: Refer to the exhibit. What is true of this mobile device screen? Tapping and holding the arrow at the
bottom left will display the Home screen.
A: Icons and buttons are used to represent the different apps on the phone.
Q: Which built-in tool is available on a Mac OS X machine to perform disk backups?
A: Time Machine
Q: A user calls the help desk reporting that a laptop with Linux freezes on startup and displays kernel
panic. What could cause this problem?
A: A driver has become corrupted.
Q: A user calls the help desk to report that a mobile device exhibits very slow performance. What could
cause this problem?
A: A power-intensive app is running in the background.
Q: A technician wishes to prepare the computers in the network for disaster recovery. The network
consists of a variety of desktops and laptops from different vendors. All the computers are running
either a 32-bit version of Windows 10 Pro or a 64-bit version of Windows 10 Pro. How would the
technician prepare the recovery media?
A: Prepare individual recovery discs for all the computers.
Q: A technician uses Microsoft Deployment Image Servicing and Management (DISM) tool to create a
Windows image file on one of the workstations running Windows 10. When the technician tries to clone
another workstation with the image file, the workstation exhibits network connectivity issues on
completion. What could cause this?
A: The SID of the original PC is not cleared when creating the image with DISM.
Q: A technician wishes to deploy Windows 10 Pro to multiple PCs through the remote network
installation process. The technician begins by connecting the new PCs to the network and booting them
up. However, the deployment fails because the target PCs are unable to communicate with the
deployment server. What is the possible cause?
A: The NIC cards on the new PCs are not PXE-enabled.
Q: Which condition is required when planning to install Windows on a GPT disk?
A: The computer must be UEFI-based.

Q: A user complains that user files cannot be synced with the network file server while the user is
traveling out of the office. The user had access to the internet but no access to the company network
server. How can this be addressed?
A: Setup a Sync partnership between the network server, Microsoft OneDrive, and the user.
Q: A technician has connected a new internal hard drive to a Windows 10 PC. What must be done in
order for Windows 10 to use the new hard drive?
A: Initialize the new hard drive.
Q: A manager reports that unusual things are happening on a Windows computer. The technician
determines that malware is the culprit. What can the technician do to remove stubborn malware?
A: Enter Safe Mode and do a system restore.
Q: What service does PRINT$ provide?
A: It provides printer drivers for printer administrators.
Q: An employee that has worked at the company for many years has started a home-based business
selling crafts. While leaving an office meeting, a company supervisor notices the employee buying
supplies for the personal crafting business of the employee. What section of the security policy should
the supervisor review when determining how to handle this situation?
Q: What Windows utility should be used to configure password rules and account lockout policies on a
system that is not part of a domain?
A: Local Security Policy tool
Q: A customer brings in a computer that is asking for a password as soon as it powers on, even before
the operating system boots. Which type of password is enabled?
A: BIOS
Q: A technician is troubleshooting a Windows 10 laptop infected with a virus that has damaged the
master boot record. The technician has booted the laptop using the installation media and is attempting
to repair the laptop from the command line interface. Which command can the technician use to repair
the corrupt master boot record?
A: bootrec /fixmbr
Q: A user reports that a Windows 10 PC displays the error message “Invalid Boot Disk” during the boot
process. The IT technician attempts to boot the computer and finds that the error message occurs
immediately after the POST. What could be the possible cause?
A: The MBR/GPT is corrupted.
Q: A technician wishes to perform a customized unattended network installation of Windows 10 on a

PC. The requirements include the installation of specific applications and device drivers through the use
of an answer file. What would the technician use to create the answer file?
A: Windows SIM
Q: An organization has purchased a custom application for the sales staff that can only be installed on a
64-bit Windows operating system. Each member of the sales staff has a Windows 8.1 32-bit PC. What
must the IT department do in order to install and run the application on the sales staff computers?
A: Perform a clean installation of 64-bit Windows 10.
Q: The IT department has just purchased 15 wireless access points in order to provide full wireless
coverage for all 100 employees within the company and is looking to deploy the most secure and
scalable wireless implementation. Which open source authentication method would perform
authentication on behalf of all 15 wireless network devices?
A: RADIUS
Q: Which feature is included with macOS and provides the ability for a remote user to view and change
files, folders, and applications on the local computer?
A: Screen Sharing
Q: When attempting to improve system performance for Linux computers with a limited amount of
memory, why is increasing the size of the swap file system not considered the best solution?
A: A swap file system uses hard disk space to store inactive RAM content.
Q: Which methods can be used to implement multifactor authentication?
A: passwords and fingerprints
Q: Which area of concern falls under the operations and planning category in IT documentation?
A: inventory management
Q: Which two actions should a technician take if illegal content, such as child pornography, is discovered
on the hard drive of a customer computer? (Choose two.)
A: Contact a first responder.
A: Document as much information as possible.
Q: What are three pieces of information a level one technician should gather from a customer? (Choose
three.)
A: contact information
A: description of the problem
A: details of any recent changes to the computer
Q: What two actions are appropriate for a support desk technician to take when assisting customers?
(Choose two.)
A: Let a customer finish talking before asking additional questions.
A: If you have to put the customer on hold, ask the customer for permission.
Q: A support desk technician is dealing with an angry customer. Which two approaches should the
technician take in dealing with the customer? (Choose two.)
A: Work to redirect the conversation to solving the problem.
A: Let the customer explain the problem without interrupting.
Q: What two kinds of problems should be escalated from a level one technician to a level two
technician? (Choose two.)
A: problems that are complicated and will take a long time to resolve
A: problems that are beyond the scope of the knowledge of the level one technician
Q: An IT technician in a service company has provided extensive remote IT support with product
deployment for a customer. After the completion of the contract, a complaint is filed against the IT
technician for not following company policy by sending unsolicited emails about services and products
that are not related to the contract. What two things should the IT support technician have done
differently? (Choose two.)
A: The IT technician should have researched the company policy about personal communication with
customers on company time.
A: The IT technician should have asked the customer if the customer was interested in receiving
information regarding other new services and products.
Q: A third-party security firm is performing a security audit of a company and recommends the company
utilize the Remote Desktop Protocol. What are two characteristics of the Microsoft Remote Desktop
Protocol (RDP)? (Choose two.)
A: RDP uses an encrypted session.
A: RDP connects on TCP port 3389.
Q: Which subject area describes collecting and analyzing data from computer systems, networks, and
storage devices, as part of an investigation of alleged illegal activity?
A: computer forensics
Q: In a computer forensics investigation, which type of data is considered volatile data and can be lost if
power is removed from the computer?
A: data in transit between RAM and the CPU
Q: Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a
level one technician requires help from a level two technician. The file shown in the exhibit must be sent
to the level two technician. How should the level one technician deliver this file?
A: Replace all passwords in the file with <password omitted> before emailing the file and then supply
the passwords by secure means, if required.
Q: What skill is essential for a level one technician to have?
A: the ability to translate a description of a customer problem into a few succinct sentences and enter it
into the work order
Q: What is used to control illegal use of software and content?
A: digital rights management
Q: What determines the level of support that a call center technician will provide to an individual
customer?
A: Support is based on the SLA for that customer.
Q: A bench technician enters the server room and finds the backup server computer case open. The
hard drives containing patient medical data are all physically disconnected from the motherboard and
the SATA data cables are hanging outside the case. Which step should the technician immediately take?
A: Locate an employee qualified to collect evidence.
Q: What is the difference between a scripting language and a compiled language?
A: Scripting languages are interpreted and executed line by line when a script is run, while compiled
languages need to be converted into executable code.
an old power supply?
old RAM?
old RAM?
old RAM?
an old inkjet printer cartridge?
an old motherboard?
an old hard drive?

an old hard drive?
an old battery?
an old battery?
Q: What ACPI power state describes when the CPU is off and the RAM is set to a slow refresh rate, often
called suspend mode?
A: S3
Q: What ACPI power state describes when the computer is on and the CPU is running?
A: S0
A: S4
A: S1
A: S1
A: S4
A: S5
Q: What ACPI power state describes when the CPU is off, but the RAM is refreshed?
A: S2
A: S1
A: S4
ESD be an issue?
ESD be an issue?

Q: A client packet is received by a server. The packet has a destination port number of 3389. What
service application is the client requesting?
A: RDP
A: SLP
A: DNS
A: DHCP
A: HTTPS
A: TFTP
A: SMB/CIFS
A: AFP
A: HTTP
Q: A client packet is received by a server. The packet has a destination port number of 3389. What
service application is the client requesting?
A: RDP
technician using?
A: 5
A: 10
technician using?
A: 5
using?
A: 0
A: 6
technician using?
A: 1
A: 6
technician using?
A: 1
using?
A: 0
technician using?
A: 5
Q: A PC technician has been asked by a supervisor to recommend a security solution for drive
redundancy. Which security technique should the technician recommend?
A: Implement a RAID.
A: Disable ports.
A: Disable ports.
A: Disable ports.
Q: A PC technician has been asked by a supervisor to recommend a security solution for a manager
traveling who needs access to internal corporate resources. Which security technique should the
technician recommend?
A: Use a VPN.
Q: A PC technician has been asked by a supervisor to recommend a security solution for a small
company that wants stateful firewall services. Which security technique should the technician
recommend?
A: Buy an ASA.
A: Buy an IPS.
A: Buy an IPS.
Q: Which term describes a file system that supports a partition size up to 16 exabytes?
A: NTFS
Q: Which term describes a partition that is used to store and boot an operating system by default?
A: active partition
Q: Which term describes a file system for USB flash drives that supports files larger than 4 GB?
A: exFAT
Q: Which term describes a partition that supports up to 23 logical drives?
A: extended partition
Q: Which term describes a type of partition that would only exist on a hard disk that has an MBR?
A: logical drive
Q: Which term describes a file system for optical disk media?
A: CDFS
Q: Which term describes a file system for optical disk media?
A: CDFS
Q: Which term describes a type of storage device that supports a partition to be extended into adjacent
unallocated space as long as it is contiguous?
A: basic disk
Q: Which term describes a general name for physical areas on a hard drive?
A: partition
Q: Which term describes a partition scheme that takes a portion of disk space of 512 bytes long and that
contains the boot loader?
A: MBR
Q: A manager is booting a tablet that has Windows 8 installed. The boot process is currently working on
the following step: WINLOGON.EXE displays the Windows Welcome screen What is the next step that
will happen in the boot process?
A: There are no more steps, the boot process is complete.
the following step: POST. What is the next step that will happen in the boot process?
A: BIOS locates and reads the configuration settings that are stored in the CMOS memory.
Q: An accountant is booting a PC that has Windows 8 installed. The boot process is currently working on
the following step: BIOS locates and reads the configuration settings that are stored in the CMOS
memory. What is the next step that will happen in the boot process?
A: The BIOS boots the computer using the first drive that contains a valid boot sector.
Q: A network analyst is booting a PC that has Windows 7 installed with 2 GB RAM. The boot process is
currently working on the following step: The code in the boot sector is executed and the control of the
boot process is given to Windows Boot Manager. What is the next step that will happen in the boot
process?
A: Winload uses the path specified in BOOTMGR to find the boot partition.
Q: An analyst is booting a desktop that has Windows 7 installed with 4 GB RAM. The boot process is
currently working on the following step: Winload uses the path specified in BOOTMGR to find the boot
partition. What is the next step that will happen in the boot process?
A: WinLoad loads two files that make up the core of Windows: NTOSKRNL.EXE and HAL.DLL.
Q: A gamer is booting a desktop that has Windows 10 installed on dynamic drives. The boot process is
currently working on the following step: WinLoad reads the registry files, chooses a hardware profile,
and loads the device drivers. What is the next step that will happen in the boot process?
A: The Windows kernel takes over the boot process.
Q: A technician is booting a laptop that has Windows 10 installed with 2 GB RAM. The boot process is
currently working on the following step: The Windows kernel takes over the boot process. What is the
next step that will happen in the boot process?
A: NTOSKRNL.EXE starts the login file called WINLOGON.EXE.

Q: A user is booting a tablet that has Windows 10 installed. The boot process is currently working on the
following step: WINLOGON.EXE displays the Windows Welcome screen What is the next step that will
happen in the boot process?
the following step: The Windows kernel takes over the boot process. What is the next step that will
happen in the boot process?
A: NTOSKRNL.EXE starts the login file called WINLOGON.EXE.
Q: An accountant is booting a PC that has Windows 8 installed. The boot process is currently working on
the following step: BIOS locates and reads the configuration settings that are stored in the CMOS
memory. What is the next step that will happen in the boot process?
A: zero-day
A: DDoS
determined that the attacker is using a table of words that potentially could be used as passwords. What
is the type of network attack?
A: dictionary
A: DDoS
A: DNS poisoning
A: rainbow table
A: SYN flood
A: SYN flood
A: rainbow table
A: DoS
situation?

situation?
situation?
situation?
situation?
Q: Why would a manager need to use the tracert command?
A: to display a list of the near-side router interfaces between the source device and the destination
device
Q: Why would a manager need to use the sfc command?
A: to scan and verify the integrity of all protected system files and replace incorrect versions with correct
versions
Q: Why would a technician need to use the DISM command?
A: to repair, prepare, and fix Windows images and the recovery image within an installation of the
operating system
Q: Why would a technician need to use the tasklist command?
A: to display a list of current processes running on a local or a remote computer
Q: Why would an analyst need to use the taskkill command?
A: to end one or more processes on a PC based on process ID or image name
Q: Why would an analyst need to use the msconfig command?
A: to select some programs that will automatically run at startup
Q: Why would an analyst need to use the dir command?
A: to show all of the files in the current directory
Q: Why would a bank manager need to use the gpupdate command?
A: to make the PC synchronize with new group policy settings
Q: Why would a bank manager need to use the gpresult command?
A: to verify the settings that are suspected to be incorrect
Q: Why would a lawyer need to use the cd command?
A: to change from the current working folder to another folder
Q: What can an IT technician accomplish using the Manage Storage Spaces feature in Windows 8 and
10?
A: create storage pools and configure disk arrays

Q: A new customer asks if all of its older company computers, which are still running Windows XP, can
be immediately upgraded to Windows 10. What are two important concerns that the IT technician must
discuss with the customer in order to determine if the OS upgrade can be done? (Choose two.)
A: compatibility of existing applications and custom software with the new OS
A: minimum memory and processor requirements for Windows 10
Q: An end user wants to be able to recover an older version of a document that was created earlier in
the day. Assuming that Windows Backup is enabled, which Windows 10 function can provide a user
access to recover specific versions of a file?
A: File History
Q: Refer to the exhibit. What can be determined from the output of this command?
A: The owner, group, and others have read permissions to January.
Q: What are two symptoms that indicate that a computer system may be a victim of DNS spoofing?
(Choose two.)
A: The output of the nslookup command reports an unknown resolver name and IP address.
A: Entering www.cisco.com in a browser displays a popular gaming site instead of the Cisco homepage.
Q: What is required as an additional verification mechanism on iOS mobile devices when setting up
biometric screen locks, such as Touch ID or Face ID?
A: a passcode
Q: How can a hard drive that is using an MBR be partitioned in order to support additional logical drives?
A: Make one primary partition an extended partition to contain the logical drives.
Q: Before installing the latest version of printer management software, an IT technician creates a restore
point on the Windows 10 computer. The installation fails before it is complete, and now the printer
shows as unavailable. Which Windows option should the technician use to reverse the software
installation and return the system to its prior state without affecting users files and settings?
A: System Restore
A: SSH
Q: An analyst is booting a tablet that has Windows 7 installed with media card reader. The boot process
is currently working on the following step: WINLOGON.EXE displays the Windows Welcome screen What
is the next step that will happen in the boot process?
Q: Why would a manager need to use the del command?
A: to erase one or more files from a Windows directory
Q: A company contracts with a service provider to obtain IaaS and ITaaS services. What are two
advantages of these types of cloud service implementation? (Choose two.)
A: protection from costly upgrades and software licenses
A: less investment in local equipment and training
Q: A UTM appliance, such as a Cisco ASA 5506-X, includes the functionality of which two standalone
devices? (Choose two.)
A: stateful firewall
A: IPS/IDS
Q: A help desk technician receives a call from a user describing an issue with a computer. The user states
that the computer will not power on, that it only makes a beeping sound. Why does the technician ask
the user to restart the system and count how many beeps the computer makes?
A: Different numbers of beeps can indicate different types of hardware issues discovered during POST.
Q: What are three factors to consider when purchasing a replacement motherboard? (Choose three.)
A: The new motherboard must come from the same manufacturer as the existing motherboard.
A: The new motherboard must support the same UEFI BIOS as the previous motherboard.
A: The socket and chipset on the new motherboard must match the existing CPU.
Q: What two effects might suggest that an incorrect printer driver is loaded on the Windows PC?
(Choose two.)
A: The printer does not print a test page.
A: Print jobs appear in the print queue, but are not printed.
Q: Which type of power supply is the most commonly used and provides a separate power connection in
order to directly power the CPU?
A: ATX12V
Q: What is a consequence of a computer not having enough RAM memory installed?
A: Data may be swapped between the RAM and the slower hard drive more frequently.
Q: Which three types of external ports can be used to connect an external storage device to a
computer? (Choose three.)
A: USB
A: Thunderbolt
A: eSATA
Q: Users in the sales department want to be able to print from laptops and tablets. Which two wireless
technologies should the IT technician look for when researching new printers for the sales department?
(Choose two.)
A: 802.11 standard
A: Bluetooth
Q: What are two features of protocols used within the TCP/IP protocol stack? (Choose two.)
A: UDP is used when an application must be delivered as quickly as possible and some loss of data can
be tolerated.
A: TCP mechanisms retransmit data when an acknowledgment is not received from the destination
system within a set period of time.
Q: Which function is incorporated into some Intel CPUs that enables a single CPU to perform as though
two CPUs are installed?
A: Hyper-Threading
Q: In which two situations would thin clients be a good choice to meet the end-user computing needs?
(Choose two.)
A: when it is necessary for employees to use tablets with minimal storage and processing capabilities
A: when installed in an enterprise environment where there is a gigabit LAN and powerful servers
Q: Refer to the exhibit. A user calls the help desk to report a printer issue. The user explains that when
selecting the print option from the menu bar, a dialog box pops up requesting a file name. After entering
the filename, nothing prints on the attached HP printer. What is the cause of the issue that the user is
experiencing?
A: The default printer is a virtual printer.
Q: Office workers in a software company are being temporarily relocated to a different area of the
building while their previous office space is being reconfigured. Which type of network device should be
installed to make it easy for the users to connect to the company network from all of their devices,
including smart phones, tablets, and laptops?
A: access point
Q: Refer to the exhibit. A payroll department employee has shared a locally attached HP Officejet Pro
8110 printer over the network in Windows 10. What do the other Windows 10 users in the payroll
department have to do in order to print to the shared printer?
A: Use the Add a printer option and select the HP Officejet Pro 8110 in Payroll printer in the Select a
printer screen.
Q: Refer to the exhibit. Which two hypervisor software products are suitable for the virtualization
environment shown in the exhibit? (Choose two.)
A: Oracle VM Server
A: VMware vSphere
Q: Which cloud computing characteristic enables multiple tenants to share the same storage,
processing, and network bandwidth?
A: resource pooling
Q: The help desk receives a call from a customer who reports a computer issue that occurs after trying
to install Windows 10 with a disc that the IT department provided. When the customer reboots the
computer, instead of loading Windows, the computer displays the Windows installation program screen
again. Which probable cause should the IT technician place at the top of the list of most obvious reasons
for the error?
A: The customer forgot to remove the disc from the optical drive.
Q: An on-site technician is asked to check a laptop used by an executive who occasionally works from
home. The technician observes that the image on the laptop screen flickers and appears dull, even
though the same image displayed on another monitor attached to the laptop docking station is normal.
What are two issues that could cause the symptoms the technician observed? (Choose two.)
A: The inverter may be failing.
A: The backlight needs adjustment or is failing.
Q: Refer to the exhibit. Which type of adapter card may require the width of two slots in order to
accommodate additional cooling, even though it only has one PCIe x16 connector?
A: video capture card

Q: Refer to the exhibit. The help desk is receiving numerous calls from employees in the payroll
department. It appears that their computers can print to the local network printer, but cannot access
the cloud-based payroll service. One employee sends a screen print showing the result of issuing an
ipconfig /all command. What is the cause of the issue being experienced by the users?
A: The DHCP server is configured with the wrong default gateway address.
Q: A technician must replace a power supply. Which two features should the technician consider when
selecting the replacement? (Choose two.)
A: wattage
A: physical size
Q: Why would a network technician change the wireless router IP address to a different private IP
address during initial installation?
A: to decrease the likelihood that someone could access the router using the default settings
Q: An accountant is booting a desktop that has Windows 8 installed. The boot process is currently
working on the following step: WinLoad loads two files that make up the core of Windows:
NTOSKRNL.EXE and HAL.DLL. What is the next step that will happen in the boot process?
A: WinLoad reads the registry files, chooses a hardware profile, and loads the device drivers.
Q: An on-site IT technician finished the removal of malware from a customer computer and installed
new virus protection software. An hour after the technician left the site, the customer called the help
desk to report that a critical web-based application was no longer functioning properly. Which step in
the troubleshooting process did the IT technician fail to properly complete?
A: Verify full system functionality.
Q: Refer to the exhibit. A computer technician creates a bootable USB hard drive and loads a Linux
operating system on it. When the technician reboots the computer, it does not boot to the Linux OS.
Instead, the light on the optical drive flashes and then the computer loads Windows. What needs to be
done to ensure that the computer automatically boots from the USB hard drive if it is connected?
A: Move the USB Hard Disk drive option to the top of the boot order.
Q: Refer to the exhibit. What is one function that a technician can accomplish using this graphical
interface?
A: set passwords to allow for access to the BIOS
Q: A network technician suspects that there may be a short or a termination error in the wiring that
connects an Ethernet switch to the network. Which tool would be the best choice for the technician to
use to identify the issue?
A: cable tester
Q: Which factor can limit the amount of data that the CPU can receive and process at one time?
A: the size of the CPU cache memory
Q: Which three computer components require separate cabling for power? (Choose three.)
A: video graphics cards
A: case and CPU fans
A: internal SATA hard drives
Q: Which member of the DDR SDRAM family has the fastest clock rate and consumes the least amount
of power?
A: DDR4 SDRAM
Q: An employee recently purchased a smartwatch. Following the instructions from the watch
manufacturer, the employee downloads the wearable app and installs it on an Android phone. The
smartwatch shows that it is in discoverable mode, but the app cannot connect to the watch. What is one
issue that might cause this problem?
A: Bluetooth is disabled on the Android phone.

Q: A technician follows the instruction manual that came with a new Bluetooth speaker to place the
speaker in discoverable mode. In this mode, what type of information will the speaker transmit to the
laptop in order to start the pairing process?
A: device name and Bluetooth capabilities
Q: What is an example of an active cooling solution for a desktop PC?
A: installing case and CPU cooling fans
Q: What are two features of multicore processors? (Choose two.)
A: L2 and L3 cache is shared in all types of multicore processors in order to improve performance.
A: Multicore processors can execute instructions more quickly than single-core processors can.
Q: What are two methods of disabling cellular data when located in an area where it is limited or
expensive? (Choose two.)
A: using Settings to turn off mobile data
Q: Which type of optical drive supports the greatest amount of storage and is able to read and write
CDs, DVDs, and Blu-Ray media?
A: DVD-RW
Q: Why would a university student need to use the taskkill command?
A: to end one or more processes on a PC based on process ID or image name
Q: Which term describes a partition scheme that supports storing a backup of a partition table?
A: GPT
Q: Refer to the exhibit. Examine both the output and the source code of the Linux shell script sample.sh.
Which two statements describe the variables contained in the sample.sh script? (Choose two.)
A: The $HOSTNAME variable is an environmental variable initialized by the system.
A: The $uname variable is an input variable defined within the script.
Q: An on-site IT technician needs to work on systems installed in a small health clinic located in New
York state. When the technician arrives, the office manager asks if the technician is aware of HIPAA
regulations. Which two situations are breaches of PHI and could possibly lead to severe penalties under
HIPAA? (Choose two.)
A: making a backup of the clinic patient data in order to recreate the issues on a server in the IT support
office
A: sending screenshots of multiple patient health records that contain error messages to a second level
technician
Q: An IT technician attempts to copy a large file to a USB flash drive that contains other data but the
copy fails. The technician checks the properties of the flash drive and finds that it was formatted using
FAT32. Which method can the technician use to easily change the file system to NTFS without losing the
data files currently stored on the disk?
A: Open the Command Prompt (Admin) window and use the convert command.
Q: Refer to the exhibit. What can be determined about the contents of the ite_user home directory?
A: There are two data files and three directories contained in this user directory.
Q: A company purchases 15 USB flash drives to use for data analysis training for company accountants.
The data analysis training requires that actual company data be stored on the drives, so a secure
method of erasing the data is needed before the flash drives can be reused for other training classes.
What method should the IT technicians use to ensure that the data on the USB flash drives cannot be
recovered?
A: a quick formatting utility to overwrite the data
Q: While troubleshooting an issue on a customer computer, an on-site technician believes that the
problem can be resolved by using Windows Restore. What type of information is not restored when
using Windows Restore with a recent restore point snapshot?
A: user data files
Q: Which situation can be prevented by creating a UEFI password?
A: an unauthorized person acting as the logged in user on an unlocked computer
Q: Why would a lawyer need to use the tracert command?
A: to quickly verify connectivity by sending echo-request messages to the destination and receiving a
series of echo-reply messages from that destination
Q: An employee wants to keep a local backup of iPhone data on a Windows laptop. What type of
software does the employee need on the laptop to create this backup?
A: iTunes
Q: Which three wireless router settings should be disabled as a security best practice? (Choose three.)
A: UPnP support
A: WPS auto configuration
A: SSID broadcast
Q: What are two characteristics of the hotend nozzle on a 3D printer? (Choose two.)
A: Hotend nozzles are considered consumables and should be replaced during normal maintenance.
A: The hotend nozzle heats to different temperatures depending on the type of filament used.
Q: Why is unbuffered memory a better choice than buffered memory for gaming or general use
computers?
A: The computer can read data directly from the unbuffered memory banks, making unbuffered memory
faster than buffered memory.
Q: Which two statements describe characteristics of network addresses? (Choose two.)
A: A valid public IPv4 or IPv6 address is needed in order for devices to communicate over the internet.
A: A MAC address is also referred to as a physical address because it is permanently embedded on the
NIC.
Q: Which type of disk drive can provide a very fast boot experience and also provide high capacity
storage?
A: SSD
A: POP3
Q: A user wants VirtualBox to run automatically when Windows 10 starts up. Which action will enable
VirtualBox to load and run on system startup?
A: Copy the shortcut for VirtualBox from its location to the startup folder.
Q: A computer technician uses Windows tools to gather information such as system components,
operating system, users, and disk drives on multiple systems within the company. Another technician
suggests that the tasks would take less time if they were automated. Which two built-in scripting
capabilities in Windows enable a technician to run a simple text file, created in Notepad, which contains
the necessary commands and variables? (Choose two.)
A: PowerShell ISE script interpreter
A: command line batch script interpreter
situation?
A: Perform a reset.
Q: An on-site IT technician is attempting to resolve an issue with application performance on a customer
laptop. The technician backs up the customer data and then replaces the memory in the laptop with
known good memory. It does not resolve the performance issue. What are the next two actions the
technician should take? (Choose two.)
A: Document that the possible solution did not work.
A: Continue to test the next likely probable cause.
A: Use a mantrap.
Q: Why would a user need to use the gpupdate command?
A: to make the PC synchronize with new group policy settings
Q: A user is booting a desktop that has Windows 10 installed that also uses an extended partition. The
boot process is currently working on the following step: The code in the boot sector is executed and the
control of the boot process is given to Windows Boot Manager. What is the next step that will happen in
the boot process?
A: Winload uses the path specified in BOOTMGR to find the boot partition.
Q: A technician is booting a PC that has Windows 10 installed on dynamic drives. The boot process is
currently working on the following step: BIOS locates and reads the configuration settings that are
stored in the CMOS memory. What is the next step that will happen in the boot process?
Q: Why would a bank manager need to use the bootrec command?
A: to help to repair the MBR that is suspected of having issues

Q: A technician is booting a PC that has Windows 10 installed on dynamic drives. The boot process is
currently working on the following step: POST. What is the next step that will happen in the boot
process?
A: BIOS locates and reads the configuration settings that are stored in the CMOS memory.
Q: A college uses Microsoft 365 Office and email services for its faculty, staff, and students. Data
storage, custom applications, and Microsoft Active Directory services are delivered by virtual servers
leased from a local data center. Single sign-on is implemented for both environments for authentication
and authorization. Access control is managed locally. What type of cloud service implementation is the
college using?
A: private cloud
A: SNMP
References:
https://infraexam.com/it-essentials-7/it-essentials-7-chapter-1-quiz-answers/
https://infraexam.com/it-essentials-7/it-essentials-7-chapter-10-quiz-
answers/
answers/
answers/
answers/
answers/
https://infraexam.com/it-essentials-7/it-essentials-7-0-chapter-1-exam-
answers-ite-7-0-ite-7-02/
https://infraexam.com/it-essentials-7/it-essentials-7-0-certification-
checkpoint-exam-1-chapters-1-4-answers-ite-7-0-ite-7-02/
checkpoint-exam-5-chapter-12-13-answers-ite-7-0-ite-7-02/
https://infraexam.com/it-essentials-7/it-essentials-7-it-essentials-a-220-
1001-certification-practice-exam-answers/
https://infraexam.com/it-essentials-7/it-essentials-7-it-essentials-a-220-
1002-certification-practice-exam-answers/
https://infraexam.com/it-essentials-7/it-essentials-7-it-essentials-7-0-
practice-final-1-9-exam-answers/
https://infraexam.com/it-essentials-7/it-essentials-7-it-essentials-7-0-
practice-final-ch-10-14-exam-answers/
https://infraexam.com/it-essentials-7/ite-v7-0-it-essentials-version-7-0-it-
essentials-7-0-final-exam-1-9-answers/
https://infraexam.com/it-essentials-7/ite-v7-0-it-essentials-version-7-0-it-
essentials-7-0-final-exam-ch-1-14-answers/

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Q: Which three devices are considered output devices? (Choose three.

Q: How are the internal components of a computer protected against ESD?

A: by grounding the internal components via attachment to the case

A: 64-bit gigabit Ethernet adapter

A: working on a grounded antistatic mat

A: biometric identification device

Q: Refer to the exhibit. What type of connecter is displayed?

A: HDMI to VGA converter

Q: Which statement describes Augmented Reality (AR) technology?

Q: Refer to the exhibit. How is the connector used in a PC?

A: to supply power to various internal components

A: Bend at the knees when lifting.

A: Remove any watch and jewelry.

A: to have wireless connectivity

A: the form factor of the case

A: the total wattage of all components

1 – AMD 3.7 GHz

4 – ATX with up to three 3.5″ drive bays

5 – Eastern Divide 1TB 7200 RPM

A: 3.5 inch (8.9 cm)

Q: Which adapter card in a PC would provide data fault tolerance?

A: The computer time and date are incorrect.

A: large amounts of fast RAM

Q: Which definition describes the term “overclocking”?

Q: What is a characteristic of thin clients?

A: They require a network connection to access storage and processor resources.

A: the safety data sheet

Q: Where is the saved BIOS configuration data stored?

A: a specialized video card

A: enabling and disabling devices

A: Ensure cables are firmly connected.

A: Back up the user data from the workstation.

A: increased repair costs

A: The CMOS battery is loose or failing.

Q: Which task should be part of a hardware maintenance routine?

A: Check for and secure any loose cables.

A: Establish a theory of probable causes.

Q: What task should be completed before escalating a problem to a higher-level technician?

A: Back up the user data to a removable drive.

A: documentation of the problem and its solution

Q: What is a symptom of a failing power supply?

A: The computer sometimes does not turn on.

Q: Which procedure is recommended when cleaning inside a computer?

Q: Fill in the blank.

Q: What are two common media used in networks? (Choose two.)

Q: Fill in the blank.

Q: Which technology uses existing electrical wiring to connect devices to a network?

A: Ethernet over Power

Q: Which network service automatically assigns IP addresses to devices on the network?

Q: Which protocol is used by ping to test connectivity between network hosts?

A: The DHCP server is unreachable.

A: The DNS server address is misconfigured on the workstation.

A: The web server information is misconfigured on the DNS server.

Q: Fill in the blank.

A: the website for the manufacturer of the NIC

A: The gateway IP address is misconfigured.

A: Workstations are assigned with IP addresses in the 169.254.0.0/16 network.

Q: Which protocol dynamically assigns IP addresses to network devices?

A: It cannot communicate outside its own network.

Q: What command can be used to troubleshoot domain name resolution issues?

A: The wireless router still has the factory default IP address.

Q: Which statement is true of laptop motherboards?