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

Complete all the review questions listed here to test your understanding of the topics and concepts in this chapter. The appendix “Answers to ‘Check Your Understanding’ Questions” lists the answers.

• 1. 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?

  1. The motherboard BIOS needs to be updated.

  2. The power supply is not providing enough voltage to the motherboard.

  3. The hard drive LED cable has come loose from the motherboard.

  4. The hard drive data cable is malfunctioning.

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

  1. Document the findings.

  2. Establish a theory of probable causes.

  3. Implement a solution.

  4. Verify the solution.

  5. Determine the exact cause.

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

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

  2. Spin the blades of the fan quickly with a finger.

  3. Spray compressed air on the fan to make the blades spin.

  4. Listen for the sound of the fan spinning when the power is on.

• 4. Which of the following is a symptom of a failing power supply?

  1. The power cord will not attach properly to either the power supply, the wall outlet, or both.

  2. The computer sometimes does not turn on.

  3. The computer displays a POST error code.

  4. The display has only a blinking cursor.

• 5. In which step of the troubleshooting process would a technician have to do more research on the Internet or using the computer manual in order to solve a problem?

  1. Document findings, actions, and outcomes.

  2. Identify the problem.

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

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

  5. Test the theory to determine the cause.

• 6. A user has opened a ticket which indicates that the computer clock keeps losing the correct time. What is the most likely cause of the problem?

  1. The operating system needs to be patched.

  2. The CPU needs to be overclocked.

  3. The CMOS battery is loose or failing.

  4. The motherboard clocking crystal is damaged.

• 7. Members of a scientific expedition team are 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%. 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?

  1. wind

  2. humidity

  3. rough terrain

  4. temperature

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

  1. Preventive maintenance enables the IT manager to check on the location and state of the computer assets.

  2. Preventive maintenance allows the IT department to regularly monitor the contents of user hard drives to ensure that computer use policies are being followed.

  3. Preventive maintenance helps protect computer equipment against future problems.

  4. Preventive maintenance provides an opportunity for junior technicians to obtain more experience in a nonthreatening or problem environment.

• 9. Which cleaning tool should be used to remove dust from components inside a computer case?

  1. compressed air

  2. damp cloth

  3. cotton swabs

  4. duster

• 10. What task should be completed before escalating a problem to a higher-level technician?

  1. Redo each test to ensure the accuracy of the results.

  2. Document each test that was tried.

  3. Ask the customer to open a new support request.

  4. Replace all hardware components with components that are known to work.

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

  1. increased number of regular updates

  2. increased management tasks

  3. increased downtime

  4. increased repair costs

  5. increased documentation needs

• 12. Which procedure is recommended when cleaning inside a computer?

  1. Clean the hard drive heads with a cotton swab.

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

  3. Invert the can of compressed air while spraying.

  4. Remove the CPU before cleaning.

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

  1. Blow out the inside of the drive with compressed air to remove dust.

  2. Ensure that the disk spins freely.

  3. Ensure that cables are firmly connected.

  4. Clean the read and write heads with a cotton swab.

• 14. 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, and it was stored to a different logical partition on the disk. What should the technician do before performing diagnostic procedures on the disk?

  1. Perform a file restore from the existing backup copy at the logical partition.

  2. Install a new hard disk as the primary disk and then make the current disk a slave.

  3. Run the CHKDSK utility.

  4. Back up the user data to a removable drive.

• 15. Which of these tasks should be part of a hardware maintenance routine?

  1. Review security updates.

  2. Update virus definition files.

  3. Remove dust from inside the hard drive.

  4. Check for and secure any loose cables.

  5. Adjust the monitor for optimum resolution.

• 16. During what step in the troubleshooting process does a technician demonstrate to the customer how the solution corrected the problem?

  1. Document the findings, actions, and outcomes.

  2. Establish a theory of probable cause.

  3. Verify full system functionality.

  4. Establish a plan of action to resolve the problem.

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← 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?

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