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IT Essentials v5 Chapter 4 Exam Answers

The document contains exam questions and answers for an IT Essentials v5 Chapter 4 exam. It covers topics like software and hardware maintenance procedures, troubleshooting methods, and resolving common computer issues. Some key points covered include the importance of documenting work orders, safely cleaning computer components, testing theories of probable causes when troubleshooting, and establishing preventative maintenance plans.

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Federico Ruiz
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© © All Rights Reserved
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Download as DOCX, PDF, TXT or read online on Scribd
959 views

IT Essentials v5 Chapter 4 Exam Answers

The document contains exam questions and answers for an IT Essentials v5 Chapter 4 exam. It covers topics like software and hardware maintenance procedures, troubleshooting methods, and resolving common computer issues. Some key points covered include the importance of documenting work orders, safely cleaning computer components, testing theories of probable causes when troubleshooting, and establishing preventative maintenance plans.

Uploaded by

Federico Ruiz
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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IT Essentials v5 Chapter 4 exam answers

1
Which task should be part of a software maintenance routine?
Check for and secure any loose cables.
Remove dust from the power supply.
Defragment the hard drive.
Back up the data, reformat the hard drive, and reinstall the data.
2
What is the purpose of documenting the information that is obtained from
the customer in the work order?
to create a centralized database of possible problems
to use the information for marketing purposes
to keep track of parts that are ordered
to use the information to aid in solving the problem
3
What is a recommended procedure to follow when cleaning computer
components?
Blow compressed air on cooling fans so that they will spin when dust is
being removed.
Hold cans of compressed air upright while spraying.
Use window cleaner on LCD screens.
Remove the CPU before cleaning.
4
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.)
Establish a new theory of probable causes.
Document each test tried that did not correct the problem.
Test all remaining possible causes starting with the most complex.
Use a top down approach to isolate the cause of the problem.
Randomly replace components one at a time until the problem is solved.
5

Which device is most likely to be affected by an incorrect setting saved in


CMOS or an incorrect jumper setting?
hard drive
printer
power supply
monitor
6
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?
Develop and install forensic tracking software.
Perform an audit of all software that is installed.
Remove dust from intake fans.
Back up the data, reformat the hard drive, and reinstall the data.
7
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?
The CPU needs to be overclocked.
The operating system needs to be patched.
The CMOS battery is loose or failing.
The motherboard clocking crystal is damaged.
8
Which two common computer problems could cause a motherboard to
short-circuit? (Choose two.)
a dusty CPU fan
a loose PATA cable
loose case screws
bent drive cable pins
unseated adapter cards
9
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?
The hard disk is failing.
The RAM is malfunctioning.

The CPU experiences overheating.


The power supply fails to provide adequate voltage and current.
10
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?
Record the new license number in the log.
Download advanced antivirus software from another vendor.
Run a full virus scan on the computer.
Review the Event Viewer for the date and time that the last software
update was performed.
11
Which two items could be used to help establish a plan of action when
resolving a computer problem? (Choose two.)
BIOS diagnostics
a multimeter
the computer repair history log
a loopback plug
the computer manual
12
After a new PCIe video card is added, the computer seems to boot
successfully but it will not display any video. The computer was working
properly before the new video card was installed. What is the most likely
cause of the problem?
The monitor cable is faulty.
The saved CMOS settings are set to use the built-in video adapter.
The PC does not have enough RAM to support the new video card.
The new video card is not compatible with the CPU in the PC.
13
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?
the wind
the rough terrain
the humidity
the temperature
14
What is part of creating a preventive maintenance plan?
performing hardware upgrades
performing a forensic audit of security breaches
documenting the details and frequency of each maintenance task
discarding all replaced parts
15
What is the preferred method to remove a disc from an optical drive that
fails to eject the disc?
Remove the top of the drive enclosure.
Send the drive to an authorized repair depot.
Insert a pin into the small hole on the front of the drive.
Use a small screwdriver and pry the drive door open.
16
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?
Install a new hard disk as the primary disk, then make the current disk a
slave.
Perform file restore from the existing backup copy at the logical partition.
Run the CHKDSK utility.
Back up the user data to a removable drive.
17
During the process of testing a theory of several probable causes to a
problem, which should be tested first?

the easiest and most obvious


those chosen by random selection
the most complex and difficult to diagnose
those the customer believes to be the most important
18
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?
The RAM modules were not seated firmly.
The RAM modules were inserted backwards into the DIMM slots.
The RAM modules did not match the PC specs.
The RAM modules have bad blocks.
19
Which component can be easily damaged by the direct spray of
compressed air when cleaning the inside the computer case?
cable connectors
power supply
fan
heat sink
CPU
20
Which step of the six-step troubleshooting process is where a technician
would ask the computer user to print a document on a newly installed
printer?
Test the theory to determine the cause.
Verify full system functionality and, if applicable, implement
preventive measures.
Establish a theory of probable cause.
Document findings, actions, and outcomes.
Establish a plan of action to resolve the problem and implement the
solution.
Identify the problem.
21

Which two types of data should be backed up before troubleshooting a


computer for a customer? (Choose two.)
Windows operating system files
BIOS system file
Internet Explorer favorites files
driver files for the hard disk
documents that are created by the customer
22
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?
replacing the hard disk with a faster model
upgrading to a faster CPU
replacing the video card with a model that has a DVI output
adding more RAM

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