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A customer asks for a solution to a printer problem that is beyond the knowledge level of the technician. What should the technician do?
Correct answer(s):
- Gather as much information as possible and escalate the problem.
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?
Correct answer(s):
- Verify the solution and confirm full system functionality.
What should a technician do before beginning any troubleshooting steps on a customer’s computer?
Correct answer(s):
- Perform a data backup.
If a technician is unable to create a backup of data on a customer’s computer, what three pieces of information should the technician include on the liability release form signed by the customer before beginning work? (Choose three.)
Correct answer(s):
- permission to work on the computer without a current backup available
- a release from liability if data is lost or corrupted
- a description of the work to be performed
During what step in the troubleshooting process does the technician demonstrate to the customer how the solution corrected the problem?
Correct answer(s):
- Document the findings, actions, and outcomes.
When troubleshooting a computer, where can a technician find updated information about errors caused by the system, the user, or the software?
Correct answer(s):
- Event Viewer
What component is most suspect if a burning electronics smell is evident?
Correct answer(s):
- power supply
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?
Correct answer(s):
- The RAM modules were not seated firmly.
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?
Correct answer(s):
- The hard drive LED cable has come loose from the motherboard.
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?
Correct answer(s):
- Replace the CMOS battery.
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?
Correct answer(s):
- The CPU is overheating.
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?
Correct answer(s):
- adding more RAM
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?
Correct answer(s):
- Run a full virus scan on the computer.
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?
Correct answer(s):
- Remove dust from intake fans.
What is the best way to determine if a CPU fan is spinning properly?
Correct answer(s):
- Visually inspect the fan when the power is on to ensure it is spinning.
What are three benefits of computer preventive maintenance? (Choose three.)
Correct answer(s):
- improvement in data protection
- extension of the life of components
- reduction in the number of equipment failures
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?
Correct answer(s):
- Establish a plan of action to resolve the problem and implement the solution.
Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.)
Correct answer(s):
- Internet Explorer favorites files
- documents that are created by the customer
An employee reports that the output of a workstation display is distorted. The technician checks the manufacturer’s website and downloads the latest version of the video driver. After the video driver is installed, what should the technician do next?
Correct answer(s):
- Open a video editing application to verify the video performance.
What is the next step after a possible solution is implemented during a troubleshooting process?
Correct answer(s):
- Verify the full system functionality and apply maintenance procedures.