Chapter 1-16 Exam

8/12/2019 Chapter 1-16 Exam

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Chapter 1 Exam - IT Essentials: PC Hardware and Software (Version 4.1)

1. Which type of memory is primarily used as cache memory?-- SRAM

2 . A customer orders a new computer and specifies an internal read-write, non-volatile storagedevice that uses low power, has fast access to data, and is reliable. What is a suitable storage devicethat meets these requirements?

-- solid state drive

3. Which type of ROM can be reprogrammed with software while it is still physically installed in thecomputer?

-- EEPROM

4. Refer to the exhibit. Based on the advertisement that is shown, what is the native resolution of thiscomputer system?

-- 1280 x 800

5. Which type of computer resources are direct lines to the processor used by computer componentsto request information from the CPU?

-- IRQs

6. Which two activities are normally controlled by the Northbridge part of the chip set? (Choose two.)-- access to the RAM-- access to the video card

7. Which type of RAM chip has the fastest clock rate but consumes the least power and generatesthe least heat?

-- DDR3 SDRAM

8. Which expansion slot would be used to install a video capture card in a new computer?-- Peripheral Component Interconnect-Express

9. A technician is helping a customer compare two hard drives. Which unit of measurement is usedfor the hard drive speed?

-- Revolutions per Minute
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10. Refer to the exhibit. Which type of cable is shown in the graphic?

-- Serial

11. Which type of memory is unable to have the contents modified?-- ROM

12. Which important feature is offered by the USB standard?-- It can supply power from the computer to devices.

13. Which CPU architecture uses a small set of instructions that are designed to be executed rapidly?-- RISC

14, Which two characteristics are determined by the chip set on a motherboard? (Choose two.)-maximum amount of memory that can be installed

-- type of connectors that will be on the motherboard

15. Which two devices are considered input devices? (Choose two.)-- biometric authentication device-- digital camera

16. Which technology would be best to use for drive redundancy and data protection?-- RAID

17. Which two characteristics of a motherboard can be determined by the form factor? (Choose two.)-- size-- shape

18. Which two categories are used to classify CPU architecture? (Choose two.)-- CISC-- RISC

19. Which three system resources are commonly used for communication between the CPU ormemory and other components in the computer? (Choose three.)

-- IRQ-- DMA-- I/O address

20. What is the function of a capture card?-- enables a video signal to be recorded to the computer hard drive
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21. Why are solid state drives reliable and therefore suitable to be installed in computers used inharsh industrial workplaces?

-- They consume less power and have no moving parts.

22. A technician needs to back up 4 GB of data using a single storage medium. Which medium canhold the entire 4 GB on a single disc?

-- DVD+/-R

23. How many conductors are found in a SATA data cable?-- 7

24. What are the two connector types for the 1394a interface? (Choose two.)-- 4-pin-- 6-pin

25. Which two form factors are commonly used to build a new computer? (Choose two.)-- BTX-- ATX

26. A company employee has very important data on a computer. What RAID level should be used ifthe criteria include that data be written and read simultaneously and that all data be duplicated usinga minimum of three drives?

-- 5

27. PATA data cables are available in two different types. The types are distinguished by the numberof conductors. Which two types are available? (Choose two.)

-- 40-- 80

28. Which three devices are considered output devices? (Choose three.)

-- headphones-- monitor-- printer

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1. Refer to the exhibit. Which type of tool is shown in the graphic?-- digital multimeter

2. A technician has a room of computers which are running very hot. The techniciandiscovers that the heat sinks in the computers are very dusty. What should thetechnician use to clean the heat sinks?-- compressed air

3. A technician wants to limit the chances of ESD affecting his workspace. Which three precautionsshould taken? (Choose three.)

-- Ensure antistatic mats are on the workbench and floor.-- Wear an antistatic wrist strap.-- Keep all components in antistatic bags.

4. Which two tools can help protect against ESD? (Choose two.)-- antistatic wrist strap-- antistatic mat

5. A technician accidentally spills a cleaning solution on the floor of the workshop. Where would the

technician find instructions on how to properly clean up and dispose of the product?-- the material safety data sheet

6. The performance of a computer is reduced after it has been using the Internet. Which three toolscould be run to try to improve the performance of the computer? (Choose three.)

-- Spyware Remover-- Defrag-- Disk Cleanup

7. Which tool in Windows XP gives a technician access to initialize disks and create partitions?-- Disk Management

8. Which tool should be used if a user needs to optimize space on a hard drive?-- Defrag

9. Which two types of tools can help protect a computer from malicious attacks? (Choose two.)-- Anti-virus software-- Spyware Remover

10. What is the proper way to dispose of outdated CRTs?-- All of the components should be recycled whenever possible.

11. Which condition refers to a reduced voltage level of AC power that lasts for a period of time?

-- brownout

12. What is recommended to remove dust from inside a computer case ?-- can of compressed air

13. Which three computer components contain hazardous materials and require special handling fordisposal?

(Choose three.)-- batteries-- monitors-- printer toner cartridges


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14. Refer to the exhibit. Which type of tool is presented in the graphic?-- Phillips-head screwdriver

15. Which Windows XP command-line utility scans the critical files of the operating system andplaces any files that have been corrupted?

-- System File Checker

16. Which precaution should be taken when working around electronic devices?-- Avoid using magnetized tools

17. Which step should be performed first when servicing computer equipment?-- Turn off and remove the power source.

18. Which condition refers to a sudden increase in voltage, which is usually caused by lightning?-- spike


1. Which port is typically used for external wireless NICs?-- USB

2. Which action is recommended to prevent the motherboard from contacting the metal base of thecase?-- Use standoffs to keep the motherboard above the metal base.

3. A technician is assembling a new computer. Which two components are often easier to installbefore mounting the motherboard in the case? (Choose two.)

-- CPU-- memory

4. Which solution should be used to clean a CPU and a heat sink?-- isopropyl alcohol

5. When building a computer, which two components are normally installed in 3.5-inch drive bays?(Choose two.)

-- hard drive-- floppy drive

6. How many pins are in a SATA data cable connector?-- 7

7. A technician is troubleshooting a computer that has a malfunctioning floppy drive. The technicianobserves that the floppy drive light remains lit constantly. How should the technician attempt to repair
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the problem?-- Connect the data cable making sure that the colored stripe on the cable is aligned with pin 1 on

the drive and the motherboard.

8. What is a convenient way that a technician can tell whether a ribbon cable is for an IDE hard driveor a floppy drive?

-- The floppy cable has a twist in the cable.

9. A technician is installing a new power supply in a computer. Which type of power connector shouldbe used to connect to a floppy drive?

-- Berg

10. A field technician has been asked to install a wireless 802.11g NIC in a computer, but is unsureabout the expansion slots available. Which two types of wireless NICs should the technician haveavailable?(Choose two.)

-- PCIe-- PCI

12. Which additional 4-pin or 6-pin power connector is required by some motherboards?

-- AUX

13. A technician is installing a new CPU in a ZIF socket on a motherboard. What is the primary way ofsecuring the CPU in place?

-- load lever

14. Which type of drive is installed in a 5.25-inch bay?-- optical drive

15. After a technician has assembled a new computer, it is necessary to configure the BIOS. At whichpoint must a key be pressed to start the BIOS setup program?

-- during the POST

16. Refer to the exhibit. Which type of hard drive uses the power connector shown?-- SATA

17. Which internal component of a computer uses a 3-pin power connector?-- Fan

18. What is the most reliable way for users to buy the correct RAM to upgrade a computer?-- Check the motherboard manual or manufacturer's website.
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19. Refer to the exhibit. Which type of port is shown?-- USB

20. A technician is installing a new power supply in a computer. Which type of power connectorshould be used to connect to a PATA hard drive?

-- Molex

21. A technician has just finished assembling a new computer. When the computer is powered up forthe first time, the POST discovers a problem. How does the POST indicate the error?

-- It issues a number of short beeps.


1. Once minimum hardware requirements are satisfied, where should a technician look to determine ifthe computer hardware has been tested with Windows XP?

-- the Windows XP Hardware Compatibility List

2. What are two features of upgrading Windows 2000 to Windows XP? (Choose two.)-- The File System Is Upgrated To NTFS-- Windows 2000 applications and settings are kept

3. While performing preventive maintenance, a technician notices that the operating system ismissing updates. How can the technician enable automatic updates?

-- Run the Automatic Updates utility from the Control Panel

4. A technician has many new computers to set up. The technician completely configures one mastercomputer and makes an image of the hard drive. This image is then installed on the other computers.What is this process called?

-- disk cloning

5. A user installs a new sound card driver in a computer that is working properly. After installing thedriver for the new sound card the computer fails to boot. Which quick fix can the user implement toreturn to the previous working state?

-- boot to Last Known Good Configuration

6. A user is running Windows Vista and has an application that runs in Windows XP but theapplication fails to run in Vista. In which Vista mode should the user try running the application?

-- compatibility mode

7. A technician has a computer that is unable to boot Windows XP properly. The technician has
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decided that it is necessary to attempt a repair of XP. Which utility will be run if the technician selectsRepair XP from the XP boot disk?

-- Recovery Console

8. Which operating mode is used by Windows XP to run a DOS application?-- real mode

9. Which set of guidelines is used to ensure that programmers develop applications that arecompatible with an operating system?

-- API

10. When a computer boots from the Windows Vista disc, which three functions are performed if theCustom (advanced) option is selected? (Choose three.)

-- A clean copy of Windows Vista is installed-- The location of the Windows installation can be selected-- Changes to disk partitions can be made

11. As a user attempts to boot the computer, the message "NTLDR is missing" is observed on thescreen. What will result from this situation?

-- The operating system will fail to load.

12. In which two situations should a technician create a restore point? (Choose two.)-- before installing a new device driver-- before an operating system update

13. A technician has installed new video drivers on a Windows XP computer and now the monitorshows distorted images. What startup mode can the technician use to access a new driver on thenetwork?

-- Safe Mode

14. A user in a large manufacturing company uses a PC that is connected to the company network.Where should the user look to find a server attached to the network?

-- My Network Place

15. A user decides to install a new version of Windows Vista but needs to retain the configurationsand customizations of the current Windows XP operating system. Which software can be used toachieve this?

-- Windows User State Migration Tool

16. A technician is attempting to create multiple partitions on a hard disk. This will allow for storing theoperating system and data files on separate partitions. What is the maximum number of primary

partitions per hard drive that is supported by Windows XP?-- 4


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17. Refer to the exhibit. During the installation of Windows Vista, you are prompted with a screen thatasks for a username and password. What type of account is created when you select Next afterentering a username and password?

-- A user that has Super User rights for this installation

18. A technician needs to upgrade the file system on a Windows XP computer from FAT32 to NTFS.Which course of action should be taken to upgrade the file system to NTFS?

-- Run the Microsoft Convert utility.

19. A technician needs to upgrade the operating system on a computer from Windows 2000Professional to Windows XP Professional. When the technician inserts the XP disc in the computer,the setup wizard fails to start. Which command can be used to start the upgrade?

-- winnt32

20. Refer to the exhibit. During a Windows Vista installation, the Select Your Computer's CurrentLocation screen fails to display. What could be a possible reason for the absence of this screen?

-- The network card driver was incorrectly installed.

21. Which three settings are available to personalize the appearance of the desktop on a WindowsVista computer? (Choose three.)

-- Theme-- Screensaver-- Taskbar Properties

22. A technician thinks that the file system on a computer has a problem because Windows XP isreporting data integrity issues. Which Windows XP utility will check the file system for errors?

-- chkdsk

23. A technician installing Windows Vista has come to the point where the product activation key isrequested. What occurs if a product key is unavailable?

-- The user will be asked for a product key, but the installation can continue without a key
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24. When troubleshooting a printer problem, a technician finds that the operating system wasautomatically updated with a corrupt device driver. Which solution would resolve this issue?

-- Roll Back the Driver

25. What are three features of the Microsoft Management Console (MMC)? (Choose three.)-- MMC logs a history of application events-- It organizes operating system snap-ins-- It displays computer performance information

26. Windows Vista has a feature called the Sidebar. Which three types of items can be containedwithin the Sidebar? (Choose three.)

-- games-- Clock-- Sticky Note

27. A company with 40 computers needs to reduce repair costs, decrease downtime, and improvereliability. Which task will meet these needs?

-- Develop a preventive maintenance plan

28. A user reports that a Windows XP system is unable to boot properly. How can the technicianadvise the user to boot into Safe Mode?

-- Reboot the system, press and hold F8 until a menu is displayed, and then select Safe Mode

29. A technician has finished installing Windows XP. What should the technician do to verify that allhardware has been installed correctly?

-- Use the Device Manager utility to ensure that all the devices are operational

30. What would be the result of having a corrupt Master Boot Record?-- The operating system will fail to start


1. Which name is given to the collection of settings that control the power settings of a laptop?-- power schemes

2. A technician has been called in to troubleshoot a laptop that fails to power on. The technicianrepeatedly pushes the power button without any results. What should the technician do next?

-- Attach the AC adapter.

3. Refer to the exhibit. Which two form factors are supported by the devices shown in the graphic?(Choose two.)

-- 34mm wide-- 54mm wide

4. Which generation of cell-phone standards was the first to deal with how to send and receive text,photographs, and video?

-- third

5. Which two characteristics make laptops a better choice than desktop computers? (Choose two.)-- mobility
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-- size

6. Refer to the exhibit. What is the correct order of steps to remove a laptop battery?-- 2, 3, 4, 1

7. Which internal laptop component may be designed as a hot-swappable device?-- optical drive

8. What feature is provided by an auto-switching power supply on a laptop?-- The laptop can switch from AC input power or battery-provided power instantaneously.

9. A technician is responding to a helpdesk ticket for a laptop that has a distorted image of theWindows desktop. What is one possible solution?

-- Obtain an updated display driver from the laptop manufacturer.

10. Which three components are interchangeable between desktop and laptop computers? (Choosethree.)

-- printer-- scanner-- USB flash drive

11. What is the proper way to clean optical drives?-- Use a cleaning disc for optical drives.

12. Which two devices can be individually configured within Windows XP to power off after the laptophas been idle for a given period of time? (Choose two.)

-- disk drive-- monitor

13. Which display technology is most commonly found in modern laptop computers?-- LCD

14. What is meant by a laptop device being hot-swappable?-- The laptop does not need to be powered off to install or remove the device.

15. Which option within the Windows Control Panel is used to install a modem?

-- Phone and Modem Options

16. Which type of interface do current laptops use to achieve similar expansion capabilities asdesktops?

-- PC ExpressCard

17. Refer to the exhibit. A laptop has these graphics on specific keys on the keyboard. Which keywould be used in conjunction with the Fn key to connect a laptop to an external monitor?

-- F8

18. How should a hot-swappable device normally be removed from a laptop?


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-- Use the Safely Remove Hardware systray icon.

19. Which two laptop ports are used primarily for communication and network connectivity? (Choosetwo.)

-- Ethernet-- modem

20. Which two actions should be performed to clean the surface of CDs and DVDs? (Choose two.)-- Use a lint-free cotton cloth.-- Wipe the disc from the center outward.

21. Which three components commonly connect to USB or FireWire ports? (Choose three.)-- camera-- printer-- scanner

22. What power mode is commonly known in the Windows environment as suspend mode?-- S4

23. A technician is replacing a laptop SODIMM. With what component is the technician working?-- RAM

24. Where can a technician change the power schemes on a laptop running Windows XP?-- Select Power Options from within the Control Panel.

25. Which two devices are commonly hot-swappable on laptops? (Choose two.)-- PC Card-- USB Drive

26. During the set up of a network connection, which option can be double-clicked to configure an IP

address on an Ethernet NIC?-- TCP/IP or TCP/IPv4

27. What is the major difference between desktop and laptop motherboards?-- Desktop motherboards typically have a standard form factor and are interchangeable while

laptop motherboards are proprietary.

28. Which Windows XP or Vista control panel is used to reduce power when the computer has notbeen used by anyone for an hour?

-- Power Options

Chapter 7 Exam - IT Essentials: PC Hardware and Software (Version 4.1)1.Instead of the document that was expected, a printer is printing unusual characters. What should bethe next steps in solving this printer problem?

-- Check the printer data cabling. If the cabling is secure on both ends, replace the print cartridge orribbon.

2. Which printing technology uses the vibration of a crystal to control the flow of ink onto the paper toproduce an image?

-- piezoelectric


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3. Which unit is commonly used to measure the print quality of an inkjet printer?-- DPI

4. What is the best source for a Windows-compatible scanner driver?-- website for scanner manufacturer

5. What is an advantage of using a solid-ink printer instead of an inkjet printer?-- It produces vivid color prints.

6. What are two advantages of using impact printers? (Choose two).-- carbon-copy printing ability-- inexpensive consumables

7. What is typical of a network printer installation?-- the use of Ethernet or wireless

8. Which software converts scanned pages into text?-- Optical Character Recognition

9. Which three functions are commonly included in the all-in-one devices? (Choose three.)

-- fax-- printer-- scanner

10. Which step of the laser printing process is the last step performed by a laser printer when printinga document?

-- fusing

11. Which technology is used by laser printers?-- electrophotographic

12. Which two modes of operation within the IEEE 1284 standard allow bi-directional communication?(Choose two.)

-- ECP-- EPP

13. Which standard governs the use of parallel printer ports?-- IEEE 1284

14. Which printer technology is used in low-cost, photo-quality printers?-- inkjet

15. Which type of printer is commonly used in stores to produce cash register receipts?-- thermal

16. A museum possesses several old paintings that the curators wish to reproduce and sell in themuseum gift shop. Which type of scanner can be used to produce the highest-quality reproduction?

-- drum17. Which software, embedded in a printer, controls how the printer operates and can be upgraded?

-- firmware

18. What is the maximum number of devices that can be connected to a single FireWire interface?-- 63


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19. Which laser printer component is a metal cylinder that is coated with a light-sensitive insulatingmaterial?

-- drum

20. Which two names refer to the IEEE 1394 standard? (Choose two.)-- FireWire-- i.Link

21. Which step of the laser printing process involves scanning the photosensitive drum with a laser?-- writing

22. Which Windows XP command sends a file named example.txt to the default printer?-- print example.txt

23. Which two Wi-Fi standards are used to provide a wireless connection between printers andcomputers? (Choose two.)

-- 802.11b-- 802.11g

24. What is a common disadvantage of inkjet printers?

-- The nozzles can get obstructed.


1. Refer to the exhibit. Which type of network cable is shown?-- fiber-optic

2. Which term describes the process of adding headers to data as it moves through the layers of theOSI model?

-- encapsulation

3. When purchasing Cisco components for a network installation, what are three warning signs thatthe equipment may be counterfeit? (Choose three.)

-- The price is much less than expected.-- The equipment appears to be performing at a substandard level.-- The packaging appears to be substandard compared to the packaging of other Cisco purchases.

4. Which protocol is used to automatically configure network devices?-- DHCP

5.Which protocol lacks support for encryption and can be initiated from a computer command
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prompt?-- Telnet

6. Which broadband technology would be recommended for a business that requires workers toaccess the Internet while visiting customers at many different locations?

-- cellular

7. Which two factors are used to determine the different categories of UTP cabling? (Choose two.)-- The number of twists in the wires inside the cable.-- The number of wires inside the cable.

8. Which network topology will allow all devices to continue to communicate with each other should anetwork cable fail?

-- mesh

9. Which software must be installed and working correctly on a computer to successfully enable aVPN connection to a remote site?

-- VPN client

10. A college student is confused. To use online banking, the student types https://www.banking.com,whereas to access the college web page, the student types http://www.college.edu. Why would thetwo institutions use different protocols?

-- The bank encrypts the web page information that is sent and received.

11. What is the purpose of the device that uses the 198.133.219.43 address?--It is the device that translates domain names to IP addresses.

12. Which Cisco team can be contacted to help when Cisco equipment is suspected to becounterfeit?

-- Cisco Brand Protection Team

13. Which digital technology provides an upstream speed that is typically less than the downstreamspeed?

-- ADSL

14. Which utility can be used to determine end-to-end connectivity between source and destination?-- Ping

15. Which Windows XP command displays the route taken by packets crossing an IP network?-- tracert

16. Which procedure is normally performed when connecting a computer to an Ethernet network forthe first time?

-- Manually assign an IP address.
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17. A student brings a laptop to a school that has wireless access. The laptop is not connecting to theschool network. What is the first thing that the student should check?

-- the available wireless networks within range

18. Which device enables computers to be attached to a network without segmenting the network?-- hub

19. Which topology has only one central point of failure, is easy to troubleshoot, and is mostcommonly implemented in newer networks?

-- star20. Which layer of the OSI model is primarily concerned with accessing the physical media andphysical addressing?

-- Data Link

21. Which wireless IEEE standard operates in a radio frequency of 2.4 GHz and supports a maximumbandwidth of 54 Mbps?

-- 802.11g22. A company is investigating the use of an ISDN service to act as backup for the ASDL service they

use to communicate with branch offices. They discover that the ISDN BRI service uses two 64 kb/s Bchannels. Which function do the B channels perform?

-- carry the data stream

23. What is the maximum range a data signal can travel through a 1000BASE-T network segment?-- 328 ft. (100 m)

24. A technician is configuring a computer to send print jobs to a network printer. When the techniciansends a test print to the printer, the print job fails. The technician tries to ping the network printer, butthe technician suddenly remembers a change in Windows that is hampering the troubleshootingprocess. What change might this be?

-- The Windows firewall stops pings.

25. What is one difference between a network domain and a workgroup?-- A domain provides centralized control.

26. Which three protocols are associated with e-mail? (Choose three.)-- IMAP-- POP3-- SMTP

27. A network administrator wants to connect a new building to an existing network using cable that

can provide a secure connection and is not susceptible to electrical interference. The new building isapproximately 800 meters away from the existing network. Which cable type should the administratorchoose?

-- fiber optic

28. Which two characteristics describe Ethernet technology? (Choose two.)-- supported by IEEE 802.3 standards-- uses a bus logical topology

29. Which three factors are reasons to choose a client/server model for a network instead of peer-to-peer? (Choose three.)


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-- The company network requires secure access to confidential information.-- The users need a central database to store inventory and sales information.-- The data gathered by the employees is critical and should be backed up on a regular basis.

30. Which technique is used to ensure that data from one computer does not collide with data fromany other computer in a CSMA/CD network?

-- Computers listen to the network for clearance to send data.


1. Which three suggestions are good security password policies that a company or individual shouldfollow? (Choose three.)

-- Passwords should have an expiration period.-- Password lockout should be enabled.-- A mix of letters, numbers, and other characters should be used.

2. Which two characteristics describe a worm? (Choose two.)-- Is self-replicating.-- Travels to new computers without any intervention or knowledge of the user.

3. Which type of program causes banners and ads to appear on the desktop without any userintervention?

-- adware

4. A network administrator is looking for a technology that includes both hardware and softwareauthentication. Which technology could the administrator use?

-- Trusted Platform Module (TPM)

5. When setting up a new wireless access point, which basic security measure should be taken?-- Disable SSID broadcast.

6. Which best practice should be included in a password protection policy?-- Implement lockout rules upon consecutive unsuccessful attempts at accessing the system.

7. Which wireless security technology is a good choice when using Cisco equipment in conjunctionwith operating systems such as Windows and Linux?

-- LEAP

8. A bank is upgrading the hard drives in a server. What should be done to the old hard drives topermanently remove any confidential data?

-- Destroy the hard drives with a hammer.

9. Which two statements are true about username and password standards? (Choose two.)-- The username naming convention should be kept simple.-- Rules about password expiration and lockout should be defined.

10. A technician has downloaded the latest Windows XP updates from the Microsoft website. Whatshould the technician do before installing the updates?

-- Create a restore point.

11. A financial organization is donating computers to a local charity. What is the best method toremove all data from the hard drives in the computers?


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-- Use data wiping software and delete any hard drive partitions.

12. Which three security storage features are supported by the TPM hardware module? (Choosethree.)

-- encryption keys-- digital certificates-- passwords

13. A fingerprint reader is an example of which security technology?-- biometric

14. Where is the safest place to store backups?-- locked server room

15. Which type of authentication is evidenced by the use of a small chip on a card that contains useridentification data such as bank account numbers and digital signatures?

-- smart card

16. Which two items can be downloaded from the Microsoft website to help protect Windows XP?

(Choose two.)-- service packs-- security patches

17. Which threat to security uses traffic from zombie computers to overwhelm servers?-- DDoS

18. What is the preferred wireless encryption technique if the wireless clients support it?-- WPA

19. Which is the best procedure to secure a laptop left at the office while the user is away for an

extended period of time?-- Place the laptop in a locked security cage designed to store computer equipment.

20. What is the best method for a company to secure data being transmitted across the Internetbetween remote sites?

-- Use computers secured with smartcard authentication.

21. Which type of software is downloaded onto the computer of a user without the knowledge of theuser and causes information about various products to be displayed on the user's monitor?

-- adware

22. An attacker has managed to decode the encrypted messages of a wireless network. The networkuses Windows XP and Cisco equipment. The security protocol that is used is WEP with 64-bitencryption. Which action can be recommended to the technician for securing the network?

-- Upgrade to the LEAP wireless security protocol.

23. What must be done to ensure that the anti-virus software on a computer is able to detect anderadicate the most recent viruses?

-- Download the latest signature files on a regular basis.

24. Which statement accurately describes the WEP standard?-- WEP is a first generation security standard for wireless communication.


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25. What are two examples of malware? (Choose two.)

-- spyware-- grayware

26. An employee for a small company inadvertently allows a visitor to see their username andpassword. At home, the visitor then uses this information to gain access to the company network.This is an example of what type of threat?

-- social engineering

27. An attacker claiming to be a bank representative contacts a potential victim via e-mail andrequests disclosure of vital account information. Which security attack is being implemented?

-- phishing


1.When dealing with an angry customer, which two things can a technician do to resolve theproblem? (Choose two.)

-- Allow the customer to explain the problem, possibly dispelling some of the anger.-- Sympathize with the customer's problem.

2. A customer calls to complain that another technician was rude to them. In the past, the technicianhas received many complaints about rudeness regarding this coworker. How should the technicianhandle this complaint?

-- Listen to the complaint, apologize for the incident, and then offer to help the customer.

3. A technician receives a call from a customer who is too talkative. How should the technician handlethe call?

-- Allow the customer to speak without interruption and then try to use closed-ended questions togather data.

4. Which three items are commonly parts of a service level agreement (SLA)? (Choose three.)-- supported software-- diagnostic procedures-- service location

5. Which three pieces of information should be given to the next technician when transferring acustomer? (Choose three.)

-- your name-- ticket number-- customer name

6. Which three tasks are commonly carried out by a level-one technician? (Choose three.)-- document all information on the work order-- prioritize the problem-- gather information from the customer

7. The technician begins diagnosing a problem by asking an experienced customer to visit atroubleshooting Web site. The customer becomes angry because she feels this could be done withoutcalling the technician. What should the technician do?

-- Explain how the Web site can be used by both of them during the call to quickly eliminateproblems.


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8. A technician wants to apply for a job in a call center for a computer repair service. Which twocharacteristics are desirable for this type of position? (Choose two.)

-- possess good listening skills-- display professional behavior at all times

9. A customer calls to report a computer problem. Which two actions can the technician use toestablish a good rapport with the customer? (Choose two.)

-- Allow the customer to speak without interruption.-- Refer to the customer by name whenever possible.

10. What are three guidelines for beginning a call with a customer? (Choose three.)-- Determine the level of knowledge that the customer possesses about computers.-- Use brief communication to establish a one-to-one connection with the customer.-- Call the customer by name.

11. Which three techniques should be used to successfully deal with a talkative customer? (Choosethree.)

-- Politely interrupt to refocus the customer.

-- Gather as much information as possible while the customer is talking.-- Allow the customer to talk for one minute and then ask closed-ended question to regain control

of call.

12. Which two approaches are recommended when dealing with customers on the telephone?(Choose two.)

-- Be positive.-- Look for alternative ways to help the customer.

13. While a technician is listening to a lengthy explanation of a problem, the technician identifies thesolution to the problem. How should the technician proceed?

-- Wait until the customer has finished speaking, and then explain the possible solution.

14. Which two techniques should be used when dealing with an inexperienced customer? (Choosetwo.)

-- Use simple step-by-step instructions.-- Speak in plain terms.

15. What is the recommended way to place customers on hold?-- Ask and wait for permission before placing customers on hold.

16. Which issue is an example of an exception to an SLA that should be escalated to a manager?

-- A customer wants two new computers added to the existing SLA without additional cost.

17. Which three relaxing techniques can help relieve the stress caused from helping customers in acall center? (Choose three.)

-- Go for a quick walk.-- Listen to soothing sounds.-- Practice relaxed breathing.

18. Which two guidelines demonstrate proper netiquette? (Choose two.)-- Begin each e-mail with an appropriate greeting.-- Avoid replying to "flames".


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19. A technician is trying to calm an angry customer. What is the best approach?

-- Maintain a positive tone of voice and offer to help solve the problem.

20. A technician is talking on the telephone to an angry customer who is unhappy with previousservice. How should the technician calm the customer?

-- Listen carefully and attempt to solve the customer's problem.


1. A customer is interested in video editing and has purchased a FireWire hard drive for storage ofvideos. However, no FireWire ports are available on the motherboard. What type of adapter will thecustomer be interested in obtaining?

-- I/O2. A motherboard has a 64-bit bus. What does this mean?

-- The processor can handle multiple sections 64 bits at a time.

3. A technician fails to successfully boot a computer into Safe Mode. The technician then successfullyboots the computer using a Windows boot disk. What is the most likely cause of the problem?

-- hard drive failure

4. What is the purpose of the copper or aluminum between a processor and the fan on a computermotherboard?

-- It conducts heat from the processor so that the fan can disperse the heat.

5. You are monitoring a new technician installing a device driver on a Windows-based PC. Thetechnician asks why the company requires the use of signed drivers. What would be the bestresponse to give?

-- A signed driver has passed Microsoft's quality lab test and prevents a system from beingcompromised.

6. A new sound card has just been installed, but no sound reaches the speakers. What are twocommon solutions a technician might implement? (Choose two.)

-- Connect the speakers to the correct port.-- Unmute the sound through the operating system.

7. A computer system keeps losing the date and time or requesting to go into the Setup programduring the boot process. What are two possible solutions? (Choose two.)

-- Replace the motherboard battery.-- Verify that the motherboard battery is secure.

8. A technician is helping a client select additional RAM for a computer. Which three items should beconsidered when updating RAM? (Choose three.)

-- The memory must be compatible with the motherboard.-- The new memory must be the same type as the memory already present.-- The speed of the new memory must be the same or faster than the existing memory.

9. Which two problems are caused by inadequate CPU cooling and ventilation? (Choose two.)-- The computer does not boot.-- The computer clock no longer keeps the correct time.

10. What manufacturing process makes a multicore processor operate faster than a single-core


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processor on the same motherboard?-- The multicore processors are designed with lower Level 2 caches on the chip, and they make

better use of the cache on the motherboard.

11. On what media is information stored when an SSD is installed?-- static RAM

12. A motherboard flash BIOS has been updated. After the update, the computer restarts, but doesnot boot. The technician examines the motherboard documentation and discovers the motherboardhas only one BIOS chip. What will the technician have to do to fix this problem?

-- Obtain a replacement BIOS chip.

13. Which two motherboard features must be compatible when selecting a new CPU? (Choose two.)-- chip set-- socket type

14. A technician begins gathering data from a customer by asking open-ended questions. Whichquestion is a proper open-ended question?

-- Were any recent updates performed?

-- What happens when the PC is powered on?

15. A customer needs help selecting a new power supply for an existing computer. Which twoquestions should a salesperson ask to help the customer? (Choose two.)

-- What is the size of the case, and which type of motherboard is in the computer?-- Which components are currently being used on the computer, and what new components may

be added to the computer?

16. Which three computer system capabilities should a technician consider when installing a videocapture card? (Choose three.)

-- processor speed-- amount of RAM-- VGA adapter specification

17. A technician is upgrading a computer motherboard and has successfully replaced a single coreCPU with a dual core CPU. What should be checked to ensure that the dual core CPU now operatescorrectly?

-- Ensure that the front-side bus settings match the speed of each CPU core.

18. When testing the 6-pin PCIe connector with a multimeter, what should the voltage read?-- 12 V

19. Which tool would be the best to use to test the voltage output on every pin of a SATA connector?--multimeter

20. A technician needs to retrieve a DVD from an optical drive that is jammed and fails to open. Whatis the best method the technician could use to retrieve the DVD?

-- Insert a pin in the small hole next to the eject button.

21. What are two probable causes of a computer failing to recognize a newly installed storagedevice? (Choose two.)

-- The front side bus speed is set too high.


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7. Which information is backed up when a restore point is created?

-- system and Registry information only

8. What is a common cause of the Invalid Boot Disk error?-- There is a non-bootable floppy disk in the floppy drive.

9. A technician is having trouble repairing a difficult Windows XP problem. The usual quick-fixsolutions did not work and there are no obvious clues found in either Device Manager or EventViewer. What two actions should the technician try next? (Choose two.)

-- Check any manuals relating to the hardware and software.-- Check the Internet for possible solutions.

10. Which action should be taken to start the defragment utility when using the Windows XP CategoryView?

-- Double-click My Computer, right-click the disk to defragment, and choose Properties > Tools >Defragment Now.

11. In Windows XP which file determines the prompt that a user sees during the boot process when

multiple operating systems are present?-- BOOT.INI

12. Which action configures Windows Explorer to display file extensions?-- Choose Start > Control Panel > Folder Options > View, uncheck the Hide extensions for known

file types check box.

13. A video-file editor defragments the hard drive on his computer every month to ensure continuingoptimal performance. How can the editor ensure that the defragmentation occurs every month?

-- Add Defrag to Scheduled Tasks in System Tools.

14. Which two pieces of information are required when configuring Automatic Updates for WindowsXP? (Choose two.)

-- day-- time

15. When configuring Windows XP, which setting configures a service to run every time a computer isstarted?

-- automatic

16. Which two locations are commonly used in Windows for temporary files? (Choose two.)-- C:\temp

-- C:\Windows\temp

17. What is the most common cause of blue screen errors?-- device driver errors

18. A user has observed that the performance of the hard disk has degraded over time. What is thefirst thing a user should do to improve performance?

-- Defragment the hard disk.

19. Which Windows XP Professional installation uses a Sysprep file?-- image-based installation


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20. What is a feature that Internet browsers provide to improve performance when accessing recentlyvisited websites?

-- caching recently accessed pages

21. While attempting to run an application, a user receives an error message indicating that arequired RPC service is unavailable. The user determined that the RPC server is functioning properly.Which action should be tried next by the user?

-- Restart the service.


1. Which portable connection provides the user with the possibility of high-speed Internetconnectivity?

-- cellular

2. Which standard does Bluetooth incorporate to reduce the chance of interference when multipleBluetooth devices are present?

-- IrDA

3. What wireless technology has a range limited to 3 feet (1 m) and cannot penetrate ceilings andwalls?

-- infrared

4. Which wireless technology is a low-power, short-range technology that uses LEDs to transmit dataand uses photodiodes to receive data?

-- infrared

5. Some keys on a laptop work intermittently. They sometimes type the letter and sometimes do not.What should a technician do to fix this problem?

-- Clean the keyboard.

6. A student unpacks a new laptop, attaches the AC adapter, and powers it up. However, the laptoppower LED is off. What is the probable cause of the problem?

-- The AC adapter is not securely connected.

7. Refer to the exhibit. Which type of connection is being established between the PDA and theinfrared keyboard?

-- line-of-sight

8. A technician is working on a laptop that has excessive hard drive activity. Which two actions can

the technician take to resolve the problem? (Choose two.)-- Delete files and programs on the hard drive.-- Replace the laptop hard drive.

9. What are two steps a technician should take before repairing a laptop? (Choose two.)-- Backup all data stored on the laptop.-- Check the warranty to see if repairs must be done by an authorized service center.

10. A laptop that worked fine previously now fails to emit sound. A technician finds that the sound isstill enabled through the control panel. What could be causing the problem?

-- The sound could have been disabled through a slide switch commonly located below the sound


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port.

11. Which wireless technology offers a maximum data rate of 540 Mbps?-- 802.11n

12. Which two sources can be used to determine the amount of currently installed RAM on acomputer? (Choose two.)

-- Administrative Tools utility-- System Properties dialog box

13. The design department recently doubled the RAM capacity in all of the laptops. After the upgrade,the laptop users reported experiencing improved performance. Which operational benefit have theusers noticed after the RAM increase?

-- The hard disk swap file is read less frequently.

14. A laptop that previously worked now fails to boot. The cursor fails to appear on the screen. Whena bootable DVD is inserted, the system still fails to boot even though it is set to boot from CD/DVD.The fan turns, so power is applied and the power light is on. The technician installs the hard drive inanother laptop and it works there. What is the probable cause of the problem?

-- The CD/DVD drive has failed.

15. Which two types of batteries should be completely discharged and then fully recharged to removethe charge memory? (Choose two.)

-- Ni-Cad-- NiMH

16. Which attribute of a solid state drive would be an advantage when being used in a laptop?-- Solid state drives reduce power usage.

17. A laptop fails to start after a new hard drive has been installed. What are two possible causes of

this problem? (Choose two.)-- The hard drive was not connected properly.-- The BIOS does not recognize the new hard drive.

18. Which Wi-fi standard uses the 5.0 GHz frequency band?-- 802.11a

19. Which type of infrared network bounces the signal off ceilings and walls?-- scatter

20. Which two types of ports can be used to attach an external hard drive to a laptop computer?

(Choose two.)-- USB-- Firewire

21. Manufacturers often offer devices in two versions, one with all the necessary manuals and driversand one without. Which two names are given to these versions? (Choose two.)

-- OEM-- retail

22. Which three standard procedures must always be included in a preventive maintenanceschedule? (Choose three.)


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-- physical cleaning-- hard drive maintenance-- software updates

23. Which IEEE 802.11 standard uses only 5 GHz technology?-- 802.11a

24. The accounting department has received a new laser printer. According to the printer technicalspecification, the printer complies with the Bluetooth Class 2 specification. What is the maximumdistance that any device could be expected to successfully send print jobs?

-- 33 ft (10 m)-- 100 ft (30 m)

25. Why should care be taken when charging and handling a laptop battery?-- Laptop batteries can explode if mishandled or improperly charged.

26. Which two methods can be used to provide security for a Bluetooth connection? (Choose two.)-- PIN authentication-- Service Set Identifier (SSID)

27. Which type of encryption key should be enabled on WPA-compliant devices?-- 128-bit

28. Which three laptop components should be cleaned during routine maintenance? (Choose three.)-- exterior case-- cooling vents-- keyboard

29. A laptop will only work on AC power. What should be done to fix the problem?-- Replace the battery.


1.Which two printer parts should be cleaned with a damp cloth? (Choose two.)-- roller surfaces in dot matrix printers-- print head in inkjet printers

2. Which Windows component allows the Windows operating system to output graphics to acomputer screen or print device?

-- GDI

3. Which type of port is used for low-speed dot matrix printers?-- Serial

4. Which two parts, one in a laser printer and one in a dot matrix printer, should be allowed to coolbefore attempting any repairs? (Choose two.)

-- fuser assembly-- print head

5. Which two methods are often used to connect a lower-cost printer to a Windows XP network?(Choose two.)

-- Use a separate print server.


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18. Users working in humid environments notice that documents printed by a laser printer are of poorquality. It is discovered that the printer is unable to attach toner to the paper. What is the most likelycause of the problem?

-- The paper absorbed moisture from the air and is damp.

19. A technician has completed the routine maintenance service for all the printers in the accountingdepartment. Which action helps ensure that the next routine maintenance service is performed at thecorrect time?

-- Reset the counters.

20. A technician is installing a new inkjet printer. The printer has successfully printed test pages.Which task also verifies the functionality of an inkjet printer after installing the printer driver?

-- using different types of paper trays for special paper sizes


1.Which two hazards exist when working with fiber optic cabling? (Choose two.)-- chemicals-- glass splinters

2. Which safety precaution should be used when working with any type of cable?-- Wear safety glasses when working any type of cable.

3. ABC Computer Company is in the process of planning a network for a new client. A networktechnician has been asked to perform a physical inspection of the facilities to determine the flow ofdata and protocols required by the client. What is this inspection called?

-- site survey

4. Which protocol provides secure transport of data from the company web server to remote users?-- HTTPS

5. When planning the network in a new building, the technician notes that the company requirescabling that can extend up to 295 ft (90 m) with enhanced bandwidth support at an affordable price.Which cable type will the technician pick if he chooses the most common type of cabling used onnetworks?

-- Cat5e

6. The network technician is researching the best way to connect the branch offices to the mainoffice. What are three main considerations that the technician should remember when choosing anInternet connection? (Choose three.)

-- availability-- reliability-- speed

7. Students on the college network need to be able to view folder names and data in files stored onthe Windows-based file server, but should never be allowed to add or save information on the server.Occasionally, the students also need to run media programs to watch videos stored on the server.Which permission should the network technician assign to the students accessing the file server?

-- read

8. While using nslookup, a student sees the following message: "Cant find server name for address


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127.0.0.0: timed out." What is one possible problem?-- The computer does not have at least one entry for a DNS server configured.

9. The network administrator has physically installed wireless NICs in three new computers. Whichtwo additional steps will complete the installation process? (Choose two.)

-- Configure the device drivers.-- Configure the NICs with addressing information.

10. After booting a computer running Windows 2000, the following message displays: "The IPaddress already exists on another computer". Which two steps will quickly obtain a new IP addressfrom the DHCP server? (Choose two.)

-- run ipconfig /release-- run ipconfig /renew

11. Which two ipconfig parameters are used within Windows XP to remove and assign the IP addresspreviously provided by a DHCP server? (Choose two.)

-- release-- renew

12. Which three ports are used by SMTP, POP, and IMAP? (Choose three.)-- 25-- 110-- 143

13. What is the purpose of an analog telephone adapter in the application of VoIP services?-- to connect a standard analog telephone to the IP network

14. Refer to the exhibit. The tracert command was used on the local computer to verify connectivitywith a remote site. Which type of address is shown in the highlighted line of the tracert commandoutput displayed in the exhibit?

-- default gateway for the local computer

15. What are two ways to assign an IP address to a wireless NIC? (Choose two.)-- Assign a static address.-- Use DHCP.

16. In Internet Explorer, after choosing Tools and then Internet Options, which tab would a user selectto set the browser to prompt before downloading potentially unsafe content?

-- Security

17. What would be a disadvantage of configuring a wireless router or access point to operate only in

accordance with the 802.11n protocol standard?-- Older, legacy wireless devices may be unable to connect to the wireless network.

18. Which two methods can be used to connect IP phones to a network? (Choose two.)-- Connect the IP phone to the Ethernet LAN using an RJ-45 connector.-- Establish an Internet connection then use an Analog Telephone Adapter.

19. A company adds a few refurbished computers to a network. The company finds, however, that therefurbished computers perform significantly worse than the original networked computers performedwith applications that require the transfer of data over the network. What should the companytechnicians do?


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-- Check if the network interface cards in the computers are limited to 10 Mb/s.

20. A textbook author needs to upload a chapter from a home computer to the FTP server of thepublisher. The author uses the correct username and password, but the transfer fails. What is themost likely cause of the problem?

-- The chapter document must be compressed before transmitting to an FTP server.

21. The network technician has been asked to share a new printer on the network using the AddPrinter wizard for Windows XP. Which path should the technician use to run the Add Printer wizard?

-- Start > Control Panel > Printers and Faxes > File > Add Printer

22. While troubleshooting a computer, the technician releases and renews the IP address. Amessage appears: "No operation can be performed on the adapter while its media is disconnected."What is a probable cause of the message?

-- The network cable is unplugged.

23. A new employee needs to transfer files to the corporate FTP server. However, the employee isunable to log in to the FTP server. What is the most likely cause of the problem?

-- The employee is using an incorrect username or password.

24. A technician is configuring a network device for remote access. Which protocol is commonly usedas a secure alternative to Telnet?

-- SSH

25. A computer user cannot access a bank using HTTPS. What is one recommended solution?-- Enable SSL through the web browser application.

26. Which action should a user take to ensure that personal information that is entered into a websiteform is not retained on the computer?

-- Delete the temporary Internet files.

27. A technician is troubleshooting a network and finds hosts with duplicate static IP addresses.Which protocol could be used to resolve this issue?

-- DHCP

28. A technician is working on a host computer that fails to obtain an IP address. Which three actionscould the technician perform to determine the cause of the problem? (Choose three.)

-- Check the DNS server to ensure that it is operating correctly.-- Check that the DCHP server is operational.-- Check the PC firewall settings to make sure that DHCP is allowed.

29. A user is receiving e-mail on a regular basis from a particular person. A problem occurs when thee-mail from this same person contains an attachment. What is one solution?-- Ask the IT department to permit port 25 through the firewall.

30. What are two possible causes of e-mail attachments not being received with e-mail messages?(Choose two.)

-- The firewall could be blocking port 21, with the result that attachments cannot get through.-- The e-mail server could not be receiving e-mail messages that are using POP.



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port and port 113 as an open port. What effect does this have on network traffic?-- All traffic that is sent out port 25 will open port 113 to allow inbound traffic into the internal

network through port 113.

14. Which Windows XP command initiates a backup from the command line?-- ntbackup-- zip

15. Which two advantages are attributed to a hardware firewall when compared to a softwarefirewall? (Choose two.)

-- It does not impact the processing performance of the equipment it protects.-- It is designed to protect more than one computer.

16. What is the result of changing the default username and password on a wireless access point?-- It reduces the chance of someone accessing the device and changing settings.

17. A technician has been asked to format the drives of several Windows XP computers with a filesystem that can use file-level permissions to secure confidential information. Which file system shouldbe used by the technician?

-- NTFS

18. After a technician collects information from the computer, which two sources can provide thetechnician with possible solutions for various types of network-related problems? (Choose two.)

-- the manufacturer FAQ for network devices-- technical websites

19. What is the default setting for Windows XP operating system updates?-- automatic

20. On a Windows Vista computer, which CLI command is used to repair the master boot record that

has been damaged by a virus?-- bootrec.exe/fixmbr

21. A user reports that the antivirus software on a computer is always turned off when the computer isrestarted, despite being reactivated each time the computer starts up. Further investigation by thetechnician shows that the Internet browser also displays an incorrect homepage. What is the probablecause of these problems?

-- The computer has been infected with spyware.22. Which three physical security measures are employed to prevent security breaches and loss ofdata? (Choose three.)

-- conduit

-- card key-- security guard

23. The ABC Company network designers are designing the new corporate WiFi network. Which twoprecautions should be implemented because of security concerns with wireless networks? (Choosetwo.)

-- Disable broadcast of the SSID.-- Configure WPA on access points.

24. A student has a Windows XP laptop firewall set with the Don't Allow Exceptions option enabled.What is the consequence of setting this option?


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-- No applications on an outside network are allowed access to the laptop.

25. Which method can a technician use to make sure that only specific computers connect to awireless router?

-- MAC address filtering

26. A network administrator has moved encrypted files from one computer to another computer onthe network and now the files are not encrypted. What does the administrator need to do to correctthe problem?

-- Convert the destination computer partition to NTFS.

27. A network administrator is trying to allow everyone access to a data folder while limiting access toindividual subfolders to individuals. The administrator is having problems with all users being able toview and edit all files and folders. What should the administrator look at to solve the problem?

-- Check to see if the subfolders have inherited rights from the main folder.

28. Which data security technology takes the form of an object which must be close to a computerbefore the user can successfully submit a username and password?

-- security key fob

29. A network administrator is trying to change the account name of a user but cannot make thechanges. What could be a possible cause?

-- The administrator does not have the correct permissions to make the change.

Documents

Chapter 1-16 Exam