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Midterm Exam (Chapters 1-3) 234
complete solutions all NEW!
CNET 101 - Computer User Support I -
Midterm Exam (Chapters 1-3) 234
complete solutions all NEW!
You are looking at a female TRS connector on the computer. What devices use this connector? - ANSWER speakers
You purchased a new LED monitor for your computer. On the back of the monitor you see the following port (pictured below).
Which type of cable should you use to connect the monitor to your computer? - ANSWER Display Port Cable
You are connecting an older, dot matrix printer to a computer. The printer's cable is a D-shaped connector with 25 pins.
Which port type does the printer connect to? - ANSWER Parallel port
You are providing telephone support for a user who is trying to connect a computer to a projector. You know that the projector only has a VGA port.
How would you describe the connector that the user should look for? - ANSWER D-shaped with 15 pins
Consider the external ports for a typical PC system (pictured below).
Drag the port type on the left to the letter on the right that best identifies it. (Each type can be used once.)
A-J - ANSWER A) HDMI
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b) Thunderbolt
c) IEE 1394
d) USB
e)VGA
f) DVI
g) RJ
h) RJ
i_Fiber S/PDIF
j) Audio Jack
Consider the cable connectors used by various peripheral devices (pictured below).
Drag the letter on the left to the peripheral device on the right that would most likely use the connector type.
A-H - ANSWER External Storage Device
G
Analog Monitor
D
Video Camera
C
HDTV
A
Dial-up Modem
H
Digital Monitor (without audio)
E
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Speakers
RAM
DVD-RW
Microphone - ANSWER 1) Storage
Output
Input
Processing
Output
Processing
Storage
Input
Which connector on the back of a computer is used to attach a mouse to a modern PC system? - ANSWER USB A
You are looking at a high-density (three-row) female DB-15 connector on the computer. What device uses this connector? - ANSWER VGA/SVGA monitors
You are helping a customer over the phone who needs to connect to a monitor that uses a digital interface. Which port should you instruct her to look for on the back of her PC? - ANSWER DVI
Which Windows component can be used to display information such as weather forecasts, time, and news headlines on the desktop? - ANSWER gadgets
Which component of Windows prompts the user for credentials or permission to minimize the dangers of unintended software installations? - ANSWER User Account Control (UAC)
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Which of the following items are likely to be displayed in the Notification Area of a computer running the Windows operating system? (Select two.) - ANSWER Volume control
The current time
Which Windows tools would you use to browse the file system on a drive? (Select three.) - ANSWER Computer
File Explorer
Windows Explorer
Which operating system(s) include the following features?
-Cortana
-Cloud storage
-Continuum
-Microsoft Store
-Microsoft Edge - ANSWER Windows 10
What is the name of the set of features that improves the visual appearance of Windows? These features include, but are not limited to, the following:
-Glass effects
-Window animations
-Flip 3D
-Snap
-Shake - ANSWER aero
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What would you enter at the command prompt on a Linux system to display the present working directory? - ANSWER pwd
What would you enter at the command prompt on a Linux system to display the IP addresses and subnet masks assigned to each network interface on a Linux system? - ANSWER ifconfig
What would you enter at the command prompt on a Linux system to display a list of the files and subdirectories that exist within the present working directory? - ANSWER ls
You are logged in as a user with limited privileges. You are the Linux system administrator and you have the password to the root user account. When you need to switch to root user to perform administrative tasks, what command would you enter at the command prompt?
Tip: The command must switch to the home directory and environment variables assigned to the root user. - ANSWER su -
You want to know more about the usage, command syntax, and the options available with the Linux ifconfig command. What would you enter at the command prompt to display this information about ifconfig? - ANSWER man ifconfig
Match the Mac key labels on the left with the corresponding Mac key descriptions on the right.
-The primary modifier key on Apple systems, used like the Ctrl key on a Windows system
-Primarily used for text document navigation
-Used for application and navigation shortcuts
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-Typically only found on Apple notebooks and is used to access the F1-F12 keys on the keyboard - ANSWER C, D, A, B
You're working on a Mac computer that has an issue with a non-responsive application. You need to stop the application using the Force Quit feature.
Which of the following keyboard shortcuts can be used to access the Force Quit feature? - ANSWER command+option+esc
Which of the following Mac features is used to launch apps, switch between running apps, access the Trash, and also to access specific folders. - ANSWER dock
You can use these finger motions to perform specific functions on a Mac OS system:
- Right-click: Tap with two fingers to right-click
- Smart zoom: Double-tap with two fingers to zoom in on a web page, image, or document (double-tap again to zoom out)
- Scroll: Slide up or down using two fingers to scroll up or down
- Zoom: Spread two fingers apart to zoom in. Bring fingers back together to zoom out
- Page navigation: Slide two fingers left or right to navigate between pages in a document
- Mission Control: Slide four fingers straight up to open Mission Control
- All apps: Slide four fingers straight down to display all windows of the active app
What is the name of the Mac feature that makes these finger motions available? - ANSWER Gestures
Mission Control is a desktop and windows management utility that is used to access several Mac OS features. Which of the following are Mac features accessed through Mission Control? (Select three.) - ANSWER Dashboard
All Windows
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What is the purpose of an MSDS? - ANSWER It documents how to safely handle and dispose of hazardous materials.
Which of the following should be handled with caution due to high operating temperatures? (Select two.) - ANSWER 1) Components within a laser printer
- Printing head in a dot matrix printer
A user called the Help Desk because he's having trouble downloading new messages from the company's email server.
The Help Desk technician told him to open a command prompt and try to ping the email server. The technician also told him to check his SMTP and POP3 server IP addresses.
Did the Help Desk technician handle this request correctly? - ANSWER No, the technician used jargon that the user probably didn't understand.
Explanation
By using technical jargon, the technician did not handle the request properly. While words like ping, SMTP, POP3, and IP address are familiar to system administrators and Help Desk technicians, most end users are not familiar with these terms.
You are the PC technician for a company. You received the following email from an employee:
My email doesn't work. I keep getting email sent back to me, and I can't find any of my old emails. I don't think that the email program has ever worked well.
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When you arrive at the user's desk, you ask him to show you how they actually go about their email tasks. You quickly determine that the problem is not with the program, but that the user needs to be trained on how to use the program. You have several important work tasks that need to be completed by the end of the day, and this is not high on your priority list.
What is the best way for you to respond? - ANSWER Set up a time where you can sit down with the employee and show him how to complete common tasks.
A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the best way to respond? - ANSWER Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.
While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID and you see that the call is related to parts you ordered for another customer. What is the most professional way to handle the situation? - ANSWER Ask the customer if they mind if you take the call, and then step into the hallway to briefly talk on the phone.
Explanation
Because the call is work related, the most professional way to handle the situation is to ask the customer if they mind if you take the call. Most customers will have no problem with this.
Letting the phone continue to ring is very distracting. Quickly answering the phone without asking the customer is rarely appropriate, even if it is to say you'll call the person back.
As a PC technician, what are the best actions to take if you are late to an appointment? (Select two.) - ANSWER Contact the customer and apologize.
Give a realistic timeframe for your arrival.
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As you troubleshoot a problem during a customer appointment, you discover the problem is directly related to the customer's actions. How should you best address the situation? - ANSWER Tactfully explain the problem without accusing or judging the customer
You work at the IT Help Desk in your company. An employee calls to report a problem with her workstation and a service ticket is assigned to you. You respond to the service ticket immediately and arrive at the employee's workstation within minutes; however, when you begin speaking to her, you can't understand what she is saying because she is speaking Spanish, and you do not understand Spanish. What should you do? - ANSWER Find an interpreter
You need to trace the route that a Cat 6 UTP cable takes through the ceiling and walls of your building. Which tool should you use? - ANSWER Tone generator
What are loopback plugs used for? - ANSWER Testing ports by returning output signals as input
Which tool would you use to grab and lift small objects? - ANSWER 3-prong holder
Which tool would you use to measure electrical properties such as voltage, amps, and resistance? - ANSWER Multimeter
A printer is behaving erratically and you suspect a faulty parallel port. Which tool can you use to test the parallel port? - ANSWER Loopback plug
You suspect that the power supply in your desktop PC is failing. You want to use a multimeter to test the power supply. Which multimeter setting should you use? - ANSWER DC volts
Which of the following tools is specifically designed to test the DV voltage on a hard disk drive power connector? - ANSWER Power supply tester
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Your workstation is unable to communicate with any other computer on the network. Which of the following tools should you use to test the ability of the network card to send and receive signals? - ANSWER Loopback plug
Which tool would be the best choice to remove and replace the motherboard BIOS chip? - ANSWER IC extractor
You are removing screws within a computer, but several have fallen into places you can't reach. Which tool would help retrieve the small screws? - ANSWER Extension magnet
Which of the following features should you look for when selecting a vacuum cleaner for your cleaning kit? (Select two.) - ANSWER 1) Non-static generating
- A vacuum cleaner that blows as well as vacuums
Which of the following statements about cleaning monitors and display devices is true? - ANSWER You should clean the monitor while it is powered off with a lint-free cloth.
Which of the following is most helpful in keeping a computer cool? (Select two.) - ANSWER 1) Vacuum dust from the system regularly
- Verify that cooling fans are not circulating air in the wrong directions
Which of the following are common tools used to physically clean the inside of a computer? (Select two.) - ANSWER 1) Compressed air
- Natural bristle brush
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Good documentation will: - ANSWER Save you time and money in troubleshooting problems.
A user sends a print job to a network printer and it prints page after page of random characters. He calls the help desk and a technician discovers that somehow the wrong printer driver has been loaded on the user's workstation. The technician loads the driver, verifies that the system works correctly, and documents the solution. What else should she do? - ANSWER Educate the user as to how the problem was resolved and verify that they are satisfied with the results
You have just installed a new USB card reader in your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before.
What should you do first? - ANSWER Check the manufacturer's Web site for information about the error
You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming that "nothing is working." What should you do first in your troubleshooting strategy? - ANSWER Identify the problem
A user reports that the projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and the projector. What should you do next in your troubleshooting strategy? - ANSWER Document the solution.
Explanation
You have completed and tested the task, and verified full system functionality. You now document the solution, so if the same display issue returns, you or your replacement will know what to do.
A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. What should you do next in your troubleshooting strategy? - ANSWER Test the solution.
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A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. What should you do next? - ANSWER Determine if escalation is needed.
A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. What should you do next? - ANSWER Create an action plan.
A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. What should you do next? - ANSWER Test the solution.
A user reports that he can't send print jobs to a specific printer. You go to the user's computer and reproduce the problem. What should you do? - ANSWER Determine if anything has changed.
A user reports that her system is running slow when saving files. You determine that you will need to upgrade her hard disk. You identify the components that are required and decide to schedule the repair for later that afternoon. Up to this point, which step have you forgotten in your troubleshooting process? - ANSWER Perform a backup
You want to build a computer that can stand upright on a desk and takes up the least amount of space possible. Which case type should you select? - ANSWER Micro-ATX slim tower
Which of the following form factors does not have expansions slots on the motherboard, but instead uses a riser card to expansion cards? - ANSWER NLX
You decided to upgrade your PC to use a faster processor. To do this, you ordered a new motherboard over the internet that supports the processor you want to use. When it arrives, you discover that the motherboard uses Mini-ATX form factor. Your current case is an ATX mid-tower with a standard ATX motherboard inside. What should you do? - ANSWER Use the mini-ATX motherboard in the ATX case
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You need to replace the power supply in your home desktop computer. As you choose the replacement power supply, which of the following specifications are the most likely to affect your choice? (choose three) - ANSWER form factor
processor connector
output wattage
You are building a new computer from both new and used parts. The video card is a PCIe video card that requires an 8-pin power connector. However, your power supply doesn't haven an 8-pin PCIe power connector. Which solution would be the least expensive option for your system? - ANSWER Use an adapter cable to connect 2 4-pin molex connectors to the 8-pin PCIe connector.
Which of the following components converts AC to DC? - ANSWER power supply
Select the voltages provided by an ATX power supply. (Select three) - ANSWER 1) 3.
12
5
Your company relocated you to their United Kingdom office in London. You brought your personal computer with you and are in the process of setting it up. Your computer was previously configured to receive 110 V AC, but the electricity in London uses 230 V AC. Which of the following would allow your computer to run on 230 V AC? - ANSWER Toggle the voltage switch on the power supply to the different voltage.
You have a motherboard that uses a 24-pin ATX connector.
Which types of power supply could you use with this motherboard? - ANSWER 1) a power supply with a 24 pin ATX connector only
- a power supply with a 20-pin ATX and a +4-pin connector
Which of the following does an ATX power supply perform? (select two) - ANSWER 1) converts AC to DC
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- aids in thermal management
Which of the following devices use the 4-pin peripheral (molex) connector? (select two) - ANSWER 1) case fan
- PATA CD ROM
You need to replace the power supply in your home desktop computer. Which of the following specifications are most likely to affect your power supply choice? (select three) - ANSWER 1) form factor
output wattage
type and number of connectors
You are testing the power supply in a PC system by measuring the voltage available on the 4-pin Molex connector. The voltage on the red wire is +5.1 volts. What should you do? - ANSWER Nothing, the power supply is working normally.
You have a desktop computer that uses a 250 Watt power supply. You recently added a 4-disk RAID array to the system and now it spontaneously shuts down. Which of the following would MOST likely rectify this issue? - ANSWER Upgrade to a power supply that provides more watts.
You are building a new computer. You want to select a power supply with features that can help you prevent circuit overloads by balancing the current flow. Which of the following is the BEST option for you? - ANSWER Dual-rail
You are servicing a client's computer that has been randomly restarting. You decide to test the power supply using a multimeter. You connect the positive lead to the yellow wire on one of the Molex connectors.
::meter shows 10.24 VDC::
