T. A.

MARRYSHOW COMMUNITY COLLEGE

SCHOOL OF APPLIED ARTS & TECHNOLOGY
DEPARTMENT OF: Computer & Electronics Technology
Student Name ……………………………………….

Course Name: Introduction to Computer Repairs

Group: IT2A/IT2B /CSE2A

Date: ………………………….
1. What is a good example of an open-ended question that a technician can ask the user to learn more about
conditions before the failure?
a) What software has been installed recently on the computer?
b) Does the computer boot into the operating system?
c) Are there any beeps when the computer boots?
d) Has anybody else used the computer recently?

2. What is a common cause of the error message “Invalid system disk”?

a) The Delete key was pressed during the system boot.
b) There is a nonbootable disk or CD in the drive.
c) There is no floppy disk or CD in the drive.
d) The BIOS has been changed to boot from the hard drive first.

3. What is the first step in the troubleshooting process?

a) Gather data from the computer.
b) Gather data from the customer.
c) Verify the obvious issues.
d) Try quick solutions.

4. Which type of question allows the customer to completely describe the problem?
a) Closed-ended
b) Open-ended
c) Specific
d) Technical

5. What is the last step in the troubleshooting process?

a) Verify the obvious issues.
b) Evaluate the problem and implement the solution.
c) Close with the customer.
d) Try quick solutions

6. A technician has been called to troubleshoot a computer. The user reports that the computer has become louder
during use and programs are slow to load. Which component is most likely beginning to fail?
a) CPU
b) Hard drive
c) Memory
d) Floppy drive

7. After you resolve a computer problem, what is the next step in the troubleshooting process?
a) Inform the supervisor.
b) Test other components randomly.
c) Reevaluate the problem.

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d) Close with the customer.