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?
Run a full virus scan on the computer.
- 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?
Replace the CMOS battery.
- During what step in the troubleshooting process does the technician demonstrate to the customer how the solution corrected the problem?
Document the findings, actions, and outcomes.
- 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 CPU is overheating.
- 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?
The hard drive LED cable has come loose from the motherboard.
- 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.
- What component is most suspect if a burning electronics smell is evident?
power supply
- What is a primary benefit of preventive maintenance on a PC?
It extends the life of the components.
- When troubleshooting a computer, where can a technician find updated information about errors caused by the system, the user, or the software?
Event Viewer
- An employee reports that the output of a workstation display is distorted. The technician checks the manufacturer website and downloads the latest version of the video driver. After the video driver is installed, what should the technician do next?
Open a video editing application to verify the video performance.
- What is the best way to determine if a CPU fan is spinning properly?
Visually inspect the fan when the power is on to ensure it is spinning.
- 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?
Remove dust from intake fans.
- What are three benefits of computer preventive maintenance? (Choose three.)
reduction in the number of equipment failures
improvement in data protection
extension of the life of components
- What is the purpose of documenting the information that is obtained from the customer in the work order?
to use the information to aid in solving the problem
- A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?
everything that was done to try to solve the problem
- What should a technician do before beginning any troubleshooting steps on a customer computer?
Perform a data backup.
- 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?
adding more RAM
- 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?
Establish a plan of action to resolve the problem and implement the solution.
- If a technician is unable to create a backup of data on a customer computer, what three pieces of information should the technician include on the liability release form signed by the customer before beginning work? (Choose three.)
permission to work on the computer without a current backup available
a description of the work to be performed
a release from liability if data is lost or corrupted
- 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?
Verify the solution and confirm full system functionality.
- Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.)
Internet Explorer favorites files
documents that are created by the customer
- A helpdesk technician takes a call, “Good morning, this is the helpdesk. My name is Greg. How may I help you today?” The frantic caller states, “My computer will not turn on and I have a presentation in 15 minutes.” The technician responds, “Now calm down and let us see what we can do.” The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?
Identify the problem.
- A specific computer has an issue that could not be resolved by the help desk technician. The on-site technician finds that Windows updates have been disabled. The technician re-enables the update service, configures the computer for automatic updates, downloads and installs all missing updates, ensures the computer boots successfully, and verifies with the customer that the issue has been resolved. Which step, if any, is next?
Document the findings, actions, and outcomes.
- A customer asks for a solution to a printer problem that is beyond the knowledge level of the technician. What should the technician do?
Gather as much information as possible and escalate the problem.
