Operating Systems: Investigating Corrupt Drivers

You suspect that some driver on your Windows XP system is the source of the system crashing and locking up.
How can you verify that all drivers on the system have not been changed?
1. Run DiskProbe.
2. Run the DMDIAG.EXE program from the Run dialog box.
3. Run ASR.
4. >>Run the SIGVERIF.EXE program from the Run dialog box.

Explanation : Windows 2000 and Windows XP support the verification of digital signatures assigned to device drivers. If you suspect a problem with a driver, run SIGVERIF.EXE to scan for drivers that are not digitally signed. To use the utility, enter the command in the Run dialog box.
A digital signature is an electronic signature that can be used to authenticate the identity of the sender of a message or the signer of a document, and possibly to ensure that the original content of the message or document that has been sent is unchanged. Digital signatures are easily transportable, cannot be imitated by someone else, and can be automatically time-stamped. The ability to ensure that the original signed message arrived means that the sender cannot easily repudiate it later.
A digital signature can be used with any kind of message, whether it is encrypted or not, simply so that the receiver can be sure of the sender's identity and that the message arrived intact. A digital certificate contains the digital signature of the certificate-issuing authority so that anyone can verify that the certificate is real.

If changes to the operating system cause instability or startup problems, you can use the Automated System Recovery (ASR) tool to restore the system state and all files stored on the system volume. ASR is a last resort option to use after you have unsuccessfully tried other recovery methods, such as rolling back drivers, restoring from backups, performing parallel installations, and using System Restore. ASR restores system state files and settings and restores your ability to start the system. For example, hard disk corruption might prevent you from starting Windows XP, and the damage might be serious enough to prevent you from using Safe Mode, Recovery Console, or the Last Known Good Configuration. ASR will restore the Windows XP files that originally were installed from CD-ROM and may place incompatible file versions on the hard drive if files from service packs had been installed after original installation.

DiskProbe is a sector editor tool for Windows XP Professional that allows administrators to directly edit, save, and copy data on a physical hard disk. With DiskProbe, you can replace the Master Boot Record, repair damaged partition table information, and repair or replace damaged boot sectors.

DMDIAG is a command line tool that displays the location and layout of dynamic disks and disk volumes.
Objective: Operating Systems

Operating Systems: Performance Issues and Paging Files

A user's computer has two hard disks. The operating system and all applications are installed on the first hard disk. The second hard disk is used only to store backups of critical files. The computer is running Windows XP Professional.
The user reports that the system is slow when accessing certain applications. You launch the application and discover that there is a lot of disk access when running certain tasks. You use Task Manager and notice that the application is using a lot of memory.
What can you do to optimize performance? (Select TWO.)
1. >>Move the paging file to the second hard disk.
2. Configure the hard disks in a striped (RAID 0) volume.
3. Reinstall the operating system on the second hard disk.
4. Move the user's My Documents folder to the second hard disk.
5. >>Add more RAM to the computer.

Explanation : One way to resolve the problem is to move the paging file to the second hard disk. The paging file is used to swap data in and out of physical Random Access Memory (RAM). When performance is poor and there is a lot of disk access, the most likely problem is memory. You can either add more RAM or optimize the paging file. One way to optimize the paging file is to move it to a different hard disk than the one where the operating system is installed.
If the budget allows, you can also resolve the problem by increasing physical RAM. Doing so will cause the computer to rely less on the paging file.
Reinstalling the operating system on the second hard disk will not resolve the problem. The paging file is created on the same hard disk as the one where the operating system is installed by default.
You cannot configure the hard disks in a striped volume. The system and boot partitions must be located on a simple volume. They cannot be located on a striped volume.
Moving the user's My Documents folder to the second hard disk will not resolve the problem. The problem is caused by memory consumption. Moving the My Documents folder to the second hard disk might improve file access times for documents in the My Documents folder, but it will not resolve the problem the user is having.
Objective:

Components: Antistatic Wrist Strap

What safety feature is incorporated into an antistatic wrist strap?
1. >>A resistor in the path to ground
2. An alligator clip for quick disconnection
3. A high-voltage fuse
4. Static-eliminating material in the wrist band
5. A quick-release snap on the ground wire

Explanation : A wrist-grounding strap is necessary when working with PC motherboards, memory modules, and expansion boards. The strap drains away static electric charges that can damage microchips. A proper strap contains a high-value resistor (typically between 1 and 2 Megaohms) embedded in the strap or the coupling to the ground wire. One side of the resistor connects to a contact plate that touches your skin, and the other side connects to a wire lead (usually coiled) that should be connected to a known-good earth ground. The resistor is of high enough value that it acts as a short to ground for any high-voltage static charges that build up, but appears as an open circuit to the lower, current-carrying voltages that can be lethal (recall Current = Voltage / Resistance).
Static-eliminating material in the wristband may reduce static buildup.
A quick-release snap on the ground wire and an alligator clip for easy disconnection are conveniences, but not safety devices.
A high-voltage fuse would not offer protection against lower, current-carrying voltages.
Objective: Personal Computer Components

Operating Systems: Moving Boot Logs to another computer

Which boot option can you use to move system boot logs from a failing computer to another computer for evaluation?
1. Recovery Console
2. Debugging Mode
3. Safe Mode with Networking
4. Enable Boot Logging
Explanation : Debugging Mode gives you the opportunity to move system boot logs from the failing computer to another computer for evaluation. To use this mode, you first must connect the failing computer to another computer using a serial cable. You then can review the boot logs on a functioning computer.

Safe Mode with Networking is the same as Safe Mode, but the drivers necessary to access the network are loaded. This is useful if you need to access the network to download replacement drivers.

The Enable Boot Logging option allows the system to boot normally while recording all files loaded during the boot process. The log is recorded in a file named NTBTLOG.TXT. The log will identify which drivers loaded and which failed. This is especially helpful if you have a copy of the NTBTLOG.TXT file that was created before there was a problem. You then could compare them to see what has changed.
The Recovery Console does not start the graphical interface, but it does allow you to access any FAT16, FAT32, and NTFS file systems. The purpose of the Recovery Console is to allow you to repair a damaged registry, system files, or file system on the hard drive.
Objective: Operating Systems

Components: Installing SIMM vs DIMMs

Which statement about installing DIMMs is true?
1. You insert the DIMM at a 35-degree angle.
2. You must install DIMMs in matching pairs.
3. You must line up the cutout end of the DIMM with the correct end of the memory socket.
4. >>You push the DIMM straight down into the socket.

Explanation : Dual Inline Memory Modules (DIMMs) differ from the older Single Inline Memory Modules (SIMMs) in a variety of ways. DIMM connectors have different sized sections so you can line them up correctly in the socket. Once you match the sections correctly, you push the DIMM straight down into the socket. When the DIMM is correctly seated, swivel locks on either end snap into place.
SIMMs have a cut-away portion on one edge so you can line them up properly. You insert them at an angle and then raise them into place.
Older 486 and Pentium I systems required SIMMs to be installed in pairs.
Objective: Personal Computer Components

Operating Systems: Backups II

A customer's computer stores accounting and sales data that is backed up according to the following schedule:
Full backup Sunday night Differential backup Monday-Friday nights
The hard disk fails on Thursday morning.
What must you do to restore the data in the least amount of time?
1. Restore the Sunday backup. Restore the Monday backup. Restore the Tuesday backup. Restore the Wednesday backup.
2. Restore the Wednesday backup.
3. >>Restore the Sunday backup. Restore the Wednesday backup.
4. Restore the Sunday backup.
Explanation : You should restore the Sunday backup, then the Wednesday backup. A differential backup backs up all data that has changed since the last full backup. Therefore, you only need to restore the last full backup and the most recent differential backup.
You cannot restore the data using only the Sunday backup. If you only restore the Sunday backup, all data changed since the Sunday night will be lost.
You cannot restore the data using only the Wednesday backup. You must restore the full backup before you can restore the differential backup.
You do not need to restore the Sunday, Monday, Tuesday, and Wednesday backups. If the weekday backups were incremental backups, you would need to take these steps. However, since they are differential backups, they include all data changed since the last full backup.

Operating Systems: Dealing corrupt OS file

A user's computer cannot boot because an operating system file is corrupt.
What should you try first to resolve the problem?
1. Boot to Safe Mode and use System Restore.
2. Boot to Recovery Console and use System Restore.
3. Boot to Recovery Console and run Chkdsk.
4. Boot to Safe Mode and run Chkdsk.

Explanation : You should boot to Recovery Console and run Chkdsk. Because an operating system file is reported as corrupt, you will need to boot to Recovery Console. To do so, insert the Windows XP installation disc and choose R when prompted whether you want to install Windows XP or repair an existing installation. Next, run Chkdsk with the /r option to locate bad sectors and repair the file. If that does not work, you will probably need to reinstall Windows or restore from backup.
You cannot boot to Safe Mode because an operating system file is corrupt. Safe Mode loads a minimum set of drivers, but it still requires that the operating system files be valid.
You cannot use System Restore from Recovery Console. System Restore requires Windows XP. Also, System Restore is used to recover from configuration problems caused by installing applications or updating drivers. It does not perform a check disk.
Objective: Operating Systems

Operating Systems: Utilities to view Operating System Errors

Which utility would you use to view errors reported by operating system components?
1. Event Viewer Application log
2. System Information
3. System Monitor
4. >>Event Viewer System log

Explanation : Errors, warnings, and informational messages generated by the operating system components are viewed through the Event Viewer System log.
You would not use the System Monitor to view operating system error messages. System Monitor is used to monitor real-time performance of system components, operating system processes, and applications.
You would not use System Information. The System Information utility provides a lot of information about installed hardware and software. But it does not list error messages generated by operating system components.
You would not use the Event Viewer Application log to look for errors logged by operating system components. Applications log errors, warnings, and informational messages appear in the Application log.
Objective: Operating Systems

Components: Keyboard issues

A user reports that the C key sometimes will not register or registers multiple times. The problem only affects the C key.
What should you do?
1. Use Accessibility Options to disable StickyKeys.
2. >>Use tweezers to remove the debris from around the key.
3. Dust the keyboard using a soft cloth and window cleaner.
4. Install a new keyboard driver.
Explanation : The problem is most likely caused by debris under or around the C key. You can remove the debris with tweezers. Or if the entire keyboard seems dirty, you can use compressed air to blow out the debris or shake the debris to one end and pick it out with tweezers.
You should not spray window cleaner on a keyboard. You should avoid getting liquid under the keycaps. If you need to clean a keyboard's keys, avoid getting liquid under the keys.
Disabling StickyKeys will not solve the problem. StickyKeys is an accessibility feature that helps users who cannot press multiple keys at once activate key sequences.
The problem is not likely caused by a keyboard driver. The most likely cause of the problem is debris under the key.
Objective: Personal Computer Components

Operating Systems: Automatic Update Options

You are configuring a Windows XP computer for a client who travels frequently. The client often must connect to the Internet using a slow-speed connection. The client wants to ensure that the computer is updated with security updates in a timely manner, but he does not want to download updates when the computer is connected through a slow link.
What should you do?
1. On the Automatic Updates tab, select Download updates for me, but let me choose when to install them.
2. On the Automatic Updates tab, select Notify me but don't automatically download or install them.
3. On the Automatic Updates tab, select Turn off Automatic Updates.
4. On the Automatic Updates tab, select Automatic (recommended).

Explanation : You should select Notify me but don't automatically download or install them. This configuration option will allow the user to decline the update before it is downloaded based on how critical the update is and the speed of the computer's connection.
You should not select Download updates for me, but let me choose when to install them. Doing so will allow the user to selectively install the updates at a convenient time, but it will not prevent them from being downloaded when the computer is using to a slow connection.
You should not select Automatic. Doing so will not allow the user any control over the updates. They will be downloaded and installed automatically.
You should not select Turn off Automatic Updates. Doing so will cause the user to not be notified of security updates and will leave it up to the user to update the computer.
Objective: Operating Systems

Components: Command to Improve HDD performance

Which disk utility provides the best way to improve disk performance?
1. FDISK
2. CHKDSK
3. SCANDISK
4. >>DEFRAG
Explanation : Defragmenting a hard drive reorganizes all the files into contiguous sectors on the disk. This improves disk performance because the system can recover a file in fewer revolutions of the disk.

Both CHKDSK and SCANDISK can identify and correct disk errors, but neither will improve disk access times. CHKDSK is used by Windows NT family platforms, while SCANDISK is found in Windows 9x family of operating systems. Both perform the same function.
FDISK is a disk partitioning utility used in the initial setup of a hard drive. It creates the Master Boot Record required by the operating system. It does not affect disk performance.
Objective: Personal Computer Components

Printers and Scanners: More on the printing process

Which component of a laser printer is responsible for attaching the toner to the paper and making the print job permanent?
1. >>Fuser assembly
2. Photosensitive drum
3. Transfer corona
4. Print head

Explanation : The fuser assembly is the part of the laser printer that performs the final step in creating a printed page. Prior to this point, the toner is attracted to the page because of a difference in electrical charges. However, the toner is not permanently attached. The fuser assembly heats the toner and the paper, melting the plastic in the toner. The roller in the fuser assembly then presses the toner onto the page, making the print job permanent (fusing the image to the paper).

The transfer corona (or transfer roller) is used to apply a positive charge to the paper so that the paper attracts the negatively charged toner.

The photosensitive drum is used to create the image that will be printed. It is first given a strong uniform negative charge (between -800 and -1200V). Next, the image is "written" to the drum using the laser beam, which changes the charge of the dots that should be written to a low negative charge (between -200 and -400V). The toner, which is given a higher negative charge than the dots (around -600V) are attracted to the areas where the dots are drawn, thus forming the image on the drum.
A print head is used on impact printers, such as dot-matrix printers and on inkjet printers. A laser printer does not have a print head.
Objective: Printers and Scanners

Operating Systems: Change Directory Command

You are writing a batch file. The current focus is the C:\Windows\System directory. What command do you use to change the current focus to the root of the drive C:\?
1. CD\
2. CD..
3. C:
4. C:\
Explanation : The CD command is used to change the directory that has focus when working at a command prompt. The CD\ command changes the current focus to the root directory.
The CD.. command is used to navigate up to the parent directory.

The C: command is used to change the input focus to the C: drive, not to move the focus to the root directory on the same drive.
Typing C:\ will cause an error.
Objective: Operating Systems

Components: Installing New Memory Modules

Before installing new memory modules in your computer, what precautions should you take prior to removing the new modules from the bag and installing them? (Select TWO.)
1. Shut down and unplug the monitor.
2. >>Shutdown the PC and unplug the power cord.
3. Clean the motherboard with an approved cleaner.
4. Wash your hands.
5. >>Put on an antistatic wrist strap and clip it to a chassis ground connection.

Explanation : Before installing the new memory modules, the system should be turned off and unplugged so it does not accidentally start when you are installing the modules. Unplugging the system also cuts off the small amount of current that flows even when the system is turned off.
You should also use an antistatic strap to discharge any static prior to touching the modules. ESD (Electrostatic Discharge) must be prevented because it can cause the failure of the new modules.
Washing your hands, shutting down and unplugging the monitor, and cleaning the motherboard are unnecessary steps and would have no effect on the outcome of the job.
Objective: Personal Computer Components

Printers and Scanners: Memory Overflow Errors

A user receives a memory overflow error when printing a high resolution image.
What should you try to allow the user to print the document? (Select TWO.)
1. >>Reduce the printing resolution.
2. Upgrade the printer driver.
3. Add more memory to the computer.
4. Move the spooler to a hard disk with more disk space.
5. >>Turn off RET.

Explanation : You should reduce the printing resolution. A memory overflow error might mean that you are trying to print data that is too complex for the printer to render. In this case, reducing printing resolution will reduce the complexity of the data and the amount of data that must be stored in the printer's memory.

You might also try turning off Resolution Enhancement Technology (RET). RET helps produce smooth curves. However, it also requires more memory. Therefore, disabling RET might reduce the amount of printer memory required enough to allow the user to print the document.
Moving the spooler to a new location will not resolve the problem. If the hard disk containing the spool file did not have sufficient disk space, you would find that large print jobs would not print, but smaller print jobs would.
Upgrading the printer driver will not resolve the problem. The problem is caused by the printer's hardware being unable to handle the document's complexity.
Adding more memory to the computer will not resolve the problem. The problem is caused by the printer's hardware being unable to handle the document's complexity, not by insufficient memory in the computer.
Objective: Printers and Scanners

Operating Systems: Services

You install an application that includes a Windows service. When you restart the computer, you receive the message that the application cannot load because a service it depends on is not running.
Which utility should you use to correct the problem?
1. Program Compatibility Wizard
2. MSConfig
3. Add or Remove Programs
4. >>Services

Explanation : You should use the Services utility. The Services utility allows you to manage Windows services, including starting, stopping, pausing, disabling, and configuring their log properties. In this case, you need to locate the service on which the application depends and configure it to start automatically when the computer restarts. To prevent a restart now, you can start the service manually. If the error message does not provide enough information for you to know which service is not running, you can use Event Viewer to look for an error or warning. Operating system errors are logged to the System log. Application errors are logged to the event log.
The MSConfig utility (also called the System Configuration Utility) allows you to view which services are running and which are stopped. However, it does not allow you to modify their configuration or start or stop them. One useful feature is that MSConfig allows you to filter the services displayed to only non-Microsoft services, which can help you identify malicious programs that are loaded as Windows services.

You cannot resolve the problem using Add or Remove Programs. Add or Remove Programs allows you to install programs, but it does not allow you to configure services.

You cannot resolve the problem by using the Program Compatibility Wizard. The Program Compatibility Wizard allows you to specify backwards compatibility settings for legacy applications. It does not allow you to manage Window services.
Objective: Operating Systems

Components: External CD-Rom on a Parallel Port

A user reports poor performance accessing an external CD-ROM drive installed on a parallel port.
What should you do?
1. Change the system BIOS to use IEEE-1284 ECP/EPP mode.
2. Change the system BIOS to use IEEE-1394 FireWire mode.
3. Update the CD-ROM driver.
4. >>Assign a different DMA to the CD-ROM drive.

Explanation : You should change the system BIOS to use IEEE-1284 ECP/EPP mode. IEEE-1284 is the standard for parallel connections. Enhanced Capabilities Port (ECP) and Enhanced Parallel Port (EPP) are two standards for bi-directional communication over a parallel port. They provide better performance than older standards. However, you will still receive better performance by purchasing a USB or Firewire external drive.

You cannot change a parallel CD-ROM drive to support IEEE-1394 FireWire. FireWire is a high-speed wired connection appropriate for data transfer, such as to an external drive. However, the drive must have a FireWire port.

Updating the CD-ROM driver will most likely not solve the problem. Updating the driver might correct other problems, but if the BIOS is configured to support an older parallel bi-directional standard, it will not resolve the performance issue.

Assigning a different Direct Memory Address (DMA) to the CD-ROM drive would resolve a resource conflict, but it will not help correct a performance problem.
Objective: Personal Computer Components

Printers and Scanners: Sharing a PC printer with PDAs

A user in the sales department has an ink jet printer that is currently connected to the user's desktop computer through the parallel connection. The printer is currently available for use only by that user. The department wants to enable all salespeople to print to the printer from their PDAs.
What should you do?
1. >>Connect a Bluetooth adapter to the printer's USB port.
2. Install an 802.11g wireless access point. Connect the computer to the access point.
3. Connect a Bluetooth adapter to the computer's USB port.
4. Install an 802.3 switch. Connect the printer to the switch.

Explanation : You should connect a Bluetooth adapter to the printer's Universal Serial Bus (USB) port. Doing so will make the printer visible to Bluetooth devices that are in range, including the Personal Data Assistants (PDAs).

You should not install an 802.3 switch. 802.3 is the Ethernet standard for a wired local area network. It will not allow wireless connectivity for PDAs.

You should not install an 802.11g access point and connect the computer to the access point. Doing so will not make the printer available unless you share the printer to the network and the PDAs are compatible with Windows file and printer sharing.
You should not connect a Bluetooth adapter to the computer's USB port. Doing so will allow the computer to communicate with Bluetooth devices, but it will not allow the printer to be visible to Bluetooth devices.

Operating Systems: Setting Users PC for Automatic Updates

You are installing Windows XP Professional on a user's computer. You want to ensure that the user receives all security updates in a timely manner. The user's computer is connected to the Internet.
What should you do?
1. Add a shortcut to the URL to the Windows Update Web page to the All Users Startup folder.
2. Add a shortcut to the URL to the Windows Update Web page to the user's Startup folder.
3. >>Use the System Control Panel utility to enable Automatic Updates.
4. Create a batch file that checks the Windows Update Web page and add it to Scheduled Tasks.

Explanation : Windows XP Professional supports Automatic Updates to allow users to keep their systems up to date with service packs and security updates. You can enable Automatic Updates through the System Control Panel utility.
Each user has a Startup folder located at C:\Documents and Settings\user_name\Start Menu\Programs\Startup. This folder contains shortcuts to programs that run when a specific user logs on. However, adding a shortcut to the Windows Update Web site Uniform Resource Locator (URL) to the user's Startup folder will not cause updates to be applied each time the user starts the computer.

Shortcuts to programs that should start when any user logs on should be added to the C:\Documents and Settings\All Users\Start Menu\Programs\Startup folder. However, adding a shortcut to the Windows Update Web site's URL to the All Users Startup folder will not cause updates to be applied each time the user starts the computer.

You should not create a batch file that checks the Windows Update Web page and add the batch file to Scheduled Tasks. However, you can configure Automatic Updates to run on a schedule by using the System Control Panel utility.

Objective: Operating Systems

Operating Systems: Enabling Hard Disk Quotas

You are configuring a computer running Windows XP Professional. It will be used to support three users on three different shifts. How can you limit the amount of disk space each user can use?
1. Define disk quotas on the Documents and Settings folder.
2. >>Enable disk quotas in the hard disk properties.
3. Define disk quotas on the My Documents folder for each user.
4. Define disk quotas in the default user profile.

Explanation : Disk quotas allow you to restrict the amount of hard disk space used by each user. You enable disk quotas through the Properties box dialog of the hard disk.
You do not configure disk quotas through user profiles.
You do not configure disk quotas on the My Documents folder.
You do not configure disk quotas on the Documents and Settings folder.
Objective: Operating Systems

Components: BIOS, CMOS and Supervisor Password

Someone has put a Supervisor Password on the CMOS Setup Utility, which prevents you from making changes to CMOS. You decide to erase the password by erasing CMOS.
What steps are necessary to wipe out the current CMOS password? (Select TWO.)
1. High-level format the hard drive.
2. Low-level format the hard drive.
3. Replace the power supply.
4. Flash the BIOS.
5. >>Remove the motherboard battery.
6. Replace the floppy drive.
7. >>Unplug power.
Explanation : With the power disconnected, you can clear the settings held in the CMOS if you remove the motherboard battery and then replace it (preferably with a new one). This temporarily removes voltage to the CMOS chip so that stored settings are erased, and it is reset. Some motherboards have a jumper to clear the CMOS chip, and some CMOS setup programs have a feature called Restore Default Settings.
Do not confuse the ROM that holds the BIOS with the CMOS chip that holds the configuration settings. BIOS is non-volatile, while CMOS is actually volatile RAM that is powered by battery.

Flashing the BIOS refers to upgrading the BIOS to a newer version. You upgrade the BIOS to take advantage of new features or bug fixes, not to wipe the CMOS settings.

Hard drives need to be high-level formatted before they can be used, but CMOS passwords will remain even after the hard drives are reformatted. Hard drives rarely if ever need low-level formatting. You might have to perform a low-level format if you were installing another operating system (for example, UNIX) on the same drive that used different track and sector divisions.
Replacing the power supply or the floppy drive will not delete the CMOS password.
Objective: Personal Computer Components

Printers and Scanners: Removing Paper Dust

What is the best way to clean paper dust from a laser printer?
1. Use denatured alcohol and a cotton swab.
2. >>Use compressed air.
3. Replace the toner cartridge.
4. Use the maintenance kit that comes with the printer.

Explanation : The best way to remove paper dust (and other dust particles) from a laser printer is to blow it out using a can of compressed air. You could optionally use a low static vacuum.
You can use denatured alcohol and a cotton swab to clean many parts of a laser printer, including the transfer wire and the rubber rollers. However, paper dust is dry, so the best thing to do is to use compressed air to blow out the printer first. Next, you can remove things that are stuck onto components using the denatured alcohol.
A maintenance kit is a set of software programs for analyzing and correcting problems. It cannot be used to remove dust.
Replacing the toner cartridge will not help remove paper dust from within the printer.
Objective: Printers and Scanners

Operating Systems: Getting Help in Recovery Console

You are using the Windows 2000 Recovery Console to help repair a serious problem. You cannot remember the command you need.
What command will provide you with information about other commands?
1. Command
2. H
3. ?
4. >>Help
Explanation : Windows 2000 introduced the Recovery Console to perform troubleshooting and repair tasks. You can access this command-line interface through either the Windows 2000 CD or the Setup disks. If you have installed the Recovery Console previously, you can access it directly during startup.
Several of the Recovery Console commands, particularly those associated with navigation, were originally DOS commands. The following are a sample of Recovery Console commands:

Cd - Changes the current directory.
Chkdsk - Checks computer disks for errors.
Cls - Clears the screen.
Enable - Enables a system service or device driver.
Fixboot - Repairs the boot sector.
The Help command will provide you with information about the other commands.
H, ?, and Command will not provide you with this information.

Components: Troubleshooting Power Supply

You are troubleshooting a computer that will not boot. The fans turn on, but the computer will not start.
What should you try?
1. Use a multimeter to check the voltage at the outlet.
2. Replace the power cable.
3. >>Verify that the power supply is connected to the motherboard.
4. Verify that correct driver for the power supply is installed.

Explanation : You should verify that the power supply is connected to the motherboard. You know that the power supply is working because the fans are running. However, it might not be supplying power to the motherboard. Therefore, you should verify that it is properly connected to the motherboard.
There is no need to use a multimeter to check the voltage at the outlet. You know the outlet is supplying power because the fans turn on.
There is no need to replace the power cable. You know the power cable is transmitting current because the fans turn on.
Power supplies do not require drivers. They are the first thing to start up and supply power to the other devices in the computer.
Objective: Personal Computer Components

Networks : TELNET vs NBTSTAT vs NETSTAT vs ARP

Which TCP/IP command can be used to enter commands into a remote computer?

1. >>Telnet
2. ARP
3. Nbtstat
4. Netstat

Explanation : Telnet allows you to communicate with another computer on the network remotely, entering commands to control the remote computer. To open a telnet session using Windows 9x and Windows NT/2000/XP, type "telnet (ipaddress)" from the command line.

Nbtstat (NetBIOS Status) displays current information about TCP/IP and NetBEUI when both are being used on the same network.

Netstat displays information about current TCP/IP connections.

Address Resolution Protocol (ARP) manages the IP-to-Ethernet address translation tables used to find the Media Access Control (MAC) address of a host on the network when the IP address is known.
Objective: Networks

Printers and Scanners: Cleaning the Fuser

What should you do before cleaning a fuser assembly?

1. >>Turn off the printer and let it cool down.
2. Shut down and unplug the computer.
3. Attach an ESD strap to the printer's casing.
4. Shut down the computer and unplug the printer cable.

Explanation : The primary danger in cleaning a fuser assembly is heat. A fuser assembly operates by applying heat to the page, so it becomes very hot. Therefore, you should turn off the computer and let it cool down before cleaning the fuser assembly.

The fuser assembly is located in the printer, not in the computer. It is not necessary to shut down or unplug the computer before cleaning the fuser assembly.
Although you will probably want to unplug the printer cable before cleaning the fuser assembly for convenience, it is not required. A printer is hot swappable, so you do not need to shut down the computer before unplugging the printer cable.

You do not need to attach an Electrostatic Discharge (ESD) strap to the printer casing before cleaning the fuser assembly. The fuser assembly does not include components that would be damaged by ESD.

Operating Systems: RAID 1

You are installing a computer for a user. The user's specification calls for a RAID 1 volume.
What is the minimum system configuration that will support RAID 1?
1. A computer with two hard disks and Windows Server 2003.
2. A computer with three hard disks and Windows Server 2003.
3. >>A computer with two hard disks and Windows XP Professional.
4. A computer with three hard disks and Windows XP Professional.

Explanation : A Redundant Array of Inexpensive Disks (RAID) 1 configuration is a disk mirroring volume. It requires exactly two hard disks. One hard disk will act as a mirror to the other. It also requires Windows Server 2003 (or Windows 2000 Server, or Windows NT).
Windows XP Professional does not support any fault tolerance configurations, including RAID 1. Windows XP Professional does support RAID-0 (disk striping), however.
A RAID 1 configuration cannot use three hard disks. A RAID-5 (disk striping with parity) configuration requires at least three hard disks.
Objective: Operating Systems

Components: Cleaning The Inside Of A PC

What should you use when cleaning the inside components of a PC? (Select THREE.)
1. >>Pure isopropyl alcohol
2. >>Compressed air
3. >>Vacuum cleaner
4. Rubbing alcohol
5. Soap and water
Explanation : Compressed air, vacuum cleaners, and pure isopropyl alcohol are all acceptable for cleaning the inside components of a computer.
You should make sure the cleaning solutions you use are designed to clean electronic assemblies. In most cases, this means that the solution should be chemically pure and free from contaminants. You should not use drugstore rubbing alcohol because it is not pure and could contain water or perfumes.
Cleaning solutions must also be free of residues, making soap and water a poor choice.
Objective: Personal Computer Components

Networks : TRACERT vs PING vs FTP vs TELNET

Which utility would provide the output shown in the graphic exhibit?
1. FTP
2. >>TRACERT
3. TELNET
4. PING

Explanation : TRACERT is a TCP/IP utility that uses Internet Control Message Protocol (ICMP) Echo Requests to trace the route a data packet takes to its destination. The TRACERT command displays the hop count (also called the metric, the number of routers the signal must pass through to get to the destination), the time each hop takes (in milliseconds), the name of the computer or router passed through (optional), and the IP address of each router in the hop. This is the output shown in the graphic. TRACERT works with IP addresses, host names, and domain names.

The PING utility (for example, ping 208.160.120.17) is used to send test data packets to verify connectivity to another computer using ICMP. PING sends an ICMP Echo Request to a target name (like www.whitehouse.gov) or IP address. The resulting ICMP Echo Reply verifies that a TCP/IP configuration is set up properly and that the destination host is online and connected to the network.

FTP (File Transfer Protocol) is a utility program that allows the bi-directional transfer (uploading and downloading) of files between two networked hosts. A small FTP client program runs on the remote computer and accesses a larger FTP server running on a host.

The TELNET utility allows a computer to connect to a UNIX host by emulating a terminal (such as a DEC VT100) and establishing a remote command-line window.
Objective: Networks

Printers and Scanners: Adding a Network Printer

You are configuring a user's computer to be able to use a printer that is shared to the network from a computer running Windows XP Professional. The user's computer is also running Windows XP Professional.
What should you do?
1. Use the Network Setup Wizard.
2. Use My Network Places and choose Add a network place.
3. >>Use the Add Printer Wizard.
4. Install the software from the manufacturer's installation CD-ROM.

Explanation : To connect to a printer that is shared on the network, you need to use the Add Printer Wizard and add a network printer. You launch the Add Printer Wizard by clicking Add Printer in Printers and Faxes.

You cannot add a printer using the Network Setup Wizard. The Network Setup Wizard is used to enable file and printer sharing on a computer, not to configure network printers.

You do not need to install the software from the manufacturer's installation CD-ROM. The driver will be automatically downloaded when you create the printer using the Add Printer Wizard.

You should not use My Network Places and choose Add a network place. My Network Places displays storage locations on the network, such as shared folders or Web sites. It does not display icons for network printers.
Objective: Printers and Scanners

Networks : Protocols For Sending And Reveiving E-Mail

Which two protocols are used for sending and receiving e-mail? (Select TWO.)
1. >>SNMP
2. SMTP
3. >>POP
4. FTP
5. PPP
Explanation : Simple Mail Transfer Protocol (SMTP) and Post Office Protocol (POP) are both part of the TCP/IP suite of protocols and are used for e-mail. SMTP, which uses Port 25, is typically used for e-mail transfers between mail servers. You use it to send mail. POP, which uses Port 110, is used for transferring e-mail from a mail server to an e-mail client. You use it to receive mail.

The FTP (File Transfer Protocol) utility program allows the bi-directional transfer of files between two networked hosts. Both hosts must be using TCP/IP, and the source host (the file server) must be running the FTP server daemon application.

Point-to-Point Protocol (PPP) is a communication protocol used in dial-up connections.

SNMP (Simple Network Management Protocol) is used for collecting information about devices on a network.
Objective: Networks

Printers and Scanners: Continuous Black Line on Page

A laser printer prints a continuous black vertical line down the center of each page.
What is the most likely problem?
1. >>The fusing roller is dirty.
2. The toner cartridge is empty.
3. The corona wire is broken.
4. The drum is scratched.
Explanation : When a continuous black line appears on every page, it usually indicates that the photosensitive drum has been scratched. You should replace the drum or the toner cartridge if the drum is part of the toner cartridge.
If the fusing roller were dirty, the problem would most likely be a series of repeated marks instead of a continuous line.

If the toner cartridge were empty, the problem would be uneven, light, or no print on the page.

If the corona wire were broken, the problem would most likely be a blank page.
Objective: Printers and Scanners

Operating Systems: MSINFO32 vs Task Manager vs System CP utility

A user reports memory errors. Which utility will allow you to determine how much physical memory is installed, how much is currently being used, and the size of the paging file on a computer running Windows XP?
1. Task Manager
2. Msconfig
3. System Control Panel utility
4. >>System Information utility

Explanation : You can gather all that information from System Summary in the System Information utility (MSInfo32.exe). The System Information utility allows you to view a lot of information about the computer, including general statistics such as the amount of memory installed, the size of the paging file, the amount of physical RAM currently committed, and the processor type and speed.

The System Control Panel utility General tab reports the amount of RAM installed. The Advanced tab allows you to access virtual memory settings that report the current size of the paging file. This is also where you change virtual memory settings. However, it does not report the amount of RAM currently being used.

Task Manager allows you to gather information about the amount of RAM installed and the amount of RAM currently committed (in use). It does not provide the size of the paging file. However, it does report information about paging file usage. This is not the size of the paging file, but how much data is currently stored in the paging file. You can also see how much virtual memory is being used by each process.
Msconfig allows you to configure startup options for troubleshooting. It is not used to view current performance statistics.
Objective: Operating Systems

Components: Cleaning DVDs

How should you clean a dusty DVD-ROM?
1. >>Use a damp soft cloth and wipe from the center to the outer edge.
2. Use a damp soft cloth and wipe in a circular motion.
3. Use furniture polish on a soft cloth and wipe from the center to the outer edge.
4. Use furniture polish on a soft cloth and wipe in a circular motion.
Explanation : You should use a damp soft cloth and wipe from the center to the outer edge. Doing so will remove the dust without damaging the DVD-ROM. Special lint-free cloths are available for cleaning LCD monitors and camera lenses. This cloth is extra soft, so it is also a good choice for cleaning CDs and DVDs.

You should not wipe in a circular motion. Doing so could scratch the disc.

You should not use furniture polish. Doing so will leave a film on the disc.
Objective: Personal Computer Components

Networks: Using an existing NIC in a new PC and connecting to the network

You are replacing a computer in an office. The existing computer has been connected to a TCP/IP network, and you want to use the existing network card in the new computer.
Which configuration settings would you have to set in the new computer? (Select THREE.)
1. MAC address
2. >>Default gateway
3. Network media
4. Subnet Mask
5. >>Network access method
6. Network topology
7. >>IP address
Explanation : Since the old computer was connected to a Transmission Control Protocol/Internet Protocol (TCP/IP) network, TCP/IP needs to be configured on the new computer. The IP address is the unique network client identification address. The default gateway is the network address of the local router interface, and the Subnet Mask is used to determine whether data packets are destined for local or remote hosts. All of these need to be configured and/or assigned to the network card.

The Media Access Control (MAC) address is the physical address of the network card. It is programmed into the card by the manufacturer and is not changeable.

The network topology refers to the configuration of the network (ring, bus, star, star-bus, etc.). These are not system settings.

The network media refers to the type of cable used (10Base-T, 10Base-2, Fiber, etc.).

The Network access method (for example, Carrier Sense-Multiple Access with Collision Detection or CSMA/CD) is determined by the type of network in use. You are using the existing card, so it already matched the type of network in use.
Objective: Networks

Printers and Scanners: Bad Character Output On Impact Printer

You are diagnosing a problem with a dot matrix printer. Each character printed is dark at the top and light at the bottom.
What should you try first to resolve the problem?
1. Replace the ribbon.
2. >>Align the print head.
3. Align the platen.
4. Reinstall the printer driver.

Explanation : When the amount of ink used to print a character is uneven, the problem is most likely caused by a misaligned print head. If the print head is not aligned, it will not apply uniform pressure to the ribbon when printing the character. Therefore, one part of the character will be dark and the other part will be light. Another possible cause problem that could result in this symptom is the ribbon being out of alignment.

The problem is probably not caused by a misaligned platen. If the platen is not aligned, the pressure applied to the ribbon will be uneven across the length of a line of text. The symptom for a misaligned platen is dark text on one side of the line, fading to light text on the other.

The problem is probably not caused by a worn ribbon. When the ribbon needs to be replaced, the text will become lighter evenly. It will not be dark on one part of a character and light on another.

The problem is not caused by a corrupt or incorrect printer driver. The printer driver is responsible for translating application and operating system commands to a language the printer can understand. Vertical white lines are caused by an ink distribution problem, not a translation problem.
Objective: Printers and Scanners

Operating Systems: Short Cut To the Command Prompt Window

You have been asked to add an icon on your friend's desktop that provides easy access to the command prompt.
What file in his Windows XP computer should be used in the command line of the icon to open a command prompt window?
1. >>CMD.EXE
2. COMMAND.EXE
3. COMMAND.COM
4. WIN.COM

Explanation : To add a command prompt icon to your Windows desktop for easy access, locate the program file CMD.EXE (for Windows NT/2000/XP), right-drag it to the desktop, and choose Create Shortcuts Here.
CMD.EXE is the 32-bit version of the 16-bit COMMAND.COM, which was used in Windows 95/98.
COMMAND.COM is the DOS command interpreter.
WIN.COM is used to launch the Windows graphical user interface.
Objective: Operating Systems

Laptops : Auxiliary Power Source

A user plans to use her laptop computer while she is traveling. She will be driving across the country and will not have access to a standard electrical outlet.
What should she do?
1. Purchase a Y-adapter.
2. Purchase a PCMCIA card.
3. Purchase a larger transformer.
4. >>Purchase a 12-volt power adapter.

Explanation : The user should purchase a 12-volt power adapter. A 12-volt power adapter can allow you to plug your laptop computer into an auxiliary power socket or the cigarette lighter in an automobile or into a power socket on an airplane. These adapters are often referred to as inverters.
A larger transformer will not solve the problem. The transformer (also known as the power brick) is located on the power cord. A larger transformer will not allow the battery to retain a charge longer. Also, a laptop must have a transformer with the correct power settings.

You should not purchase a Y-adapter. A Y-adapter is used to connect a keyboard and mouse to the same PS/2 port. It is not related to power.
You cannot purchase a PCMCIA card. A laptop does not receive power from the PCMCIA slot. Instead, a PCMCIA slot is used for peripherals, such as external drives, network adapters, or other peripherals.
Objective: Laptops and Portable Devices

Components: Measuring Resistance In a Circuit With A Multimeter

You are using a multimeter to troubleshoot a problem with a circuit. What should you do before measuring resistance?
1. Connect the device to a power source.
2. Touch the red probe to ground.
3. Touch the black probe to ground.
4. >>Disconnect the device from its power source.

Explanation : You should disconnect a device from its power source before measuring resistance. If the device is connected to the power source, the multimeter might be damaged when you attempt to measure resistance.

You should not touch the black probe to ground when measuring resistance. Resistance is measured across a circuit, so you should touch the leads to each end of the circuit you are measuring. You touch the black probe to ground when measuring voltage.

You should not touch the red probe to ground when measuring resistance. You should touch the leads to each end of the circuit you are measuring.

You should not connect the device to a power source. You must connect the device to the power source when measuring voltage, but you should not do so when measuring resistance.
Objective: Personal Computer Components

Networks : Automatically Self-Configure IP address and subnet mask

Which feature of Windows XP permits Dynamic Host Configuration Protocol (DHCP) clients to automatically self-configure an IP address and subnet mask when their DHCP server cannot be found?
1. >>APIPA
2. IPCONFIG
3. DNS
4. WINS
Explanation : Automatic Private IP Addressing (APIPA) is a feature of Windows 98/2000/XP that permits DHCP clients to automatically self-configure an IP address and subnet mask when their DHCP server cannot be found. When Windows is booting, if it cannot find a DHCP Server, APIPA configures an IP address for the computer automatically. This address is in the range 169.254.0.1 to 169.254.255.254 with a subnet mask of 255.255.0.0. The client uses this address until the DHCP server becomes available.

Domain Name Service (DNS) is used to resolve a fully qualified domain name to an IP address. When one computer needs to establish a communication session with another, the sending computer queries a DNS server for the IP address of the destination host. The DNS server responds with the IP address, which is used by the source computer to establish the connection. It does not assign IP addresses to clients.

Windows Internet Name Service (WINS) resolves NetBIOS names to IP addresses in a Windows network. It does not assign IP addresses to clients.

IPCONFIG is a utility used by Windows 2000 to view current IP configuration information. It does not assign IP addresses to clients.

Objective: Networks

Printers and Scanners: White Vertical Lines on Paper

You are diagnosing a problem with a laser printer. When the laser printer prints, each page has white vertical lines running down it.
What should you try first?
1. >>Shake the toner cartridge.
2. Reinstall the printer driver.
3. Clean the photosensitive drum.
4. Replace the fuser assembly.

Explanation : When a laser printer prints pages with vertical white lines, it usually means that the toner cartridge is clogged so toner is not being distributed evenly. The first thing to try is to shake the toner cartridge to try to remove the clog. If that does not work, replace the toner cartridge.

The problem is probably not caused by a dirty photosensitive drum. A dirty or scratched photosensitive drum can cause a mark on the paper that repeats at regular intervals. A dirty drum will not normally cause white vertical lines.

You should not replace the fuser assembly. A problem with the fuser assembly would generally result in smudges or blotches on the page. It is not the first thing to check when diagnosing white lines on the page.

The problem is most likely not related to the printer driver. The printer driver is responsible for translating application and operating system commands to a language the printer can understand. Vertical white lines are caused by an ink distribution problem, not a translation problem.
Objective: Printers and Scanners

Operating Systems: Red "X" in Device Manager

What does a red "X" mark over a device icon indicate in Device Manager?
1. The device does not currently have power.
2. The device driver has a resource conflict with another device.
3. >>The device is disabled.
4. The device is not on the HCL.
Explanation : Device Manager enables you to perform tasks such as identifying installed ports, updating device drivers, and changing I/O settings.
If Device Manager displays a red "X" over the icon for a device, then the device has been disabled.

If Device Manager displays an exclamation point inside of a yellow circle over the icon for the device, then there is a problem with the device or driver, usually because of a resource conflict.

Other Device Manager symbols include a blue I on a white background, which indicates that automatic settings were not used and resources have been manually assigned. It does not indicate a problem.
Objective: Operating Systems

Laptops: connecting PDAs to the Internet

Which types of connections can be used to connect a handheld PC to the Internet? (Select TWO.)
1. >>Bluetooth
2. Infrared
3. >>Cellular WAN
4. FireWire

Explanation : Cellular WAN is a technology that uses cell phone equipment to link a handheld PC, such as a Windows CE device or a Palm Pilot, to the Internet. A handheld PC is also called a Personal Digital Assistant (PDA). Cellular WAN has a transfer speed up to 56 kilobits per second (Kbps).
Bluetooth is a low-speed wireless technology for connecting devices in a personal area network. Bluetooth devices include mouse, keyboard, and digital cameras. The range for Bluetooth communication is only 100 meters. It operates at 721 Kbps. Some cell phones are equipped with Bluetooth to allow them to connect to other Bluetooth devices within range, including wireless headsets or wireless Internet access points. If you have a Bluetooth-enabled Internet access point, you can connect to the Internet using a Bluetooth-enabled device as long as you are within range.

FireWire (IEEE 1394) is a high-speed wired connection for connecting peripherals, such as video cameras, external hard drives, and printers. It is a wired technology, not a wireless technology. Two speeds are available: 400 megabits per second (Mbps) and 800 Mbps.
Infrared is a line of site wireless technology that supports transfer rates of 9600 bps to 4 Mbps. Its maximum range is 20 feet. It is typically used to connect a PDA to a PC or for supporting a wireless keyboard, mouse, or printer.
Objective: Laptops and Portable Devices

Components: Overheating Mobo in an extra warm environment

You are replacing a motherboard on a computer that is used in a factory. The air temperature on the factory floor is typically between 90 and 105 degrees F. You install the motherboard and boot the computer.
After several hours you receive a call that errors are occurring. You discover the processor is overheating.
What should you do?
1. Install a heat sink.
2. >>Install a Peltier cooler.
3. Leave the case open for extra ventilation.
4. Replace the processor with a different one.

Explanation : You should install a Peltier cooler. Extremely hot environments require additional cooling. A Peltier cooling device gets colder when it receives voltage. Therefore, it can cool the processor regardless of the ambient air temperature. Another thing to check is to make sure that you properly installed the processor's fan.
A heat sink will probably
not solve the problem. A heat sink is a convection device. In order for it to cool a Central Processing Unit (CPU), the air temperature must be cooler than the inside of the computer.

Replacing the processor will not resolve the problem. The problem is not caused by a defective processor. It is caused by insufficient cooling.

You should not leave the case open for extra ventilation. The ambient air temperature outside the case is very hot. Also, leaving the case open will cause a build up of dust inside the computer case, which will make the problem worse.

Objective: Personal Computer Components

Security: Configuring Permissions for a File Server (shared folder)

You are configuring permissions for a file server. The file server is a member of an Active Directory domain. It is running Windows Server 2003.
You need to ensure that all users in the Marketing department can add files to and modify files in the shared Brochures folder. Only Managers in the Marketing department should be able to delete files from the Brochures folder. Managers should also be able to change permissions on the folder if necessary. Only members of the Marketing department should have permission to access files in the Brochures folder.
How should you configure file system permissions?

1. Create a group named Marketing and add all user accounts in the marketing department to that group. Grant the group Modify permission to the Brochures folder. Create a group named MktgManagers and add all managers in the marketing department to that group. Grant the group Full Control permission to the Brochures folder. Remove the Everyone group from the permissions list.

2. >>Create a group named Marketing and add all user accounts in the marketing department to that group. Grant the group Modify permission to the Brochures folder. Create a group named MktgManagers and add all managers in the marketing department to that group. Grant the group Full Control permission to the Brochures folder. Deny Everyone the group Full Control permission to the Brochures folder.

3. Grant the user account for each member of the Marketing department the Modify permission. Grant the user account for each member of the Marketing department who is a manager the Delete permission.

4. Add the users in the marketing department to the Power Users group. Add the managers in the marketing department to the Administrators group. Remove the Everyone group from the permissions list.

Explanation : The best way to manage permissions is by creating groups, granting permissions to those groups, and then adding user accounts to the groups as required. In this case, the members of the Marketing department who are not managers require a different set of permissions than those who are managers. Therefore, you should create two groups: Marketing and MktgManagers. You can then grant the Marketing group Modify permission to the Brochures folder, which will allow users to add, read, and modify files in the folder. You can grant the MktgManagers group Full Control, which allows the MktgManagers to be able to delete files and subfolders and to change permissions on the folder. If you do not want MktgManagers to be able to change permissions, you could assign them the Delete Subfolders and Files permission discretely. Because managers belong to both groups, they would have the accumulated permissions: Modify and Delete Subfolders and Files. Finally, because the default permissions grant the Everyone group the Full Control permission, you will need to remove the Everyone group from the permissions list.

You should avoid assigning permissions to individual user accounts. Doing so will make the permissions list more difficult to maintain. Consider the situation where a file server has several shares used by members of the Marketing department. If you use groups to assign permissions, when a new user joins the Marketing department, you only need to add that user to the Marketing group instead of assigning permissions to individual folders.

You should not deny the Everyone group Full Control to the Brochures folder. All users who have been authenticated belong to the Everyone group. Because Deny takes precedence over Allow, by denying the Everyone group Full Control, you prevent all users from accessing the folder.

You should not add the users in the Marketing department to the Power Users group. Doing so will not grant them any permissions on the folder. You should not add the managers to the Administrators group. Doing so will give them unnecessary permissions on the file server. You should never grant more permissions than necessary.

Networks : Manual DNS Queries

Which TCP/IP utility allows a user to perform a manual DNS query of any DNS database?
1. TRACERT
2. WINIPCFG
3. >>NSLOOKUP
4. IPCONFIG

Explanation : NSLOOKUP is a TCP/IP utility that allows a user to perform a manual Domain Name System (DNS) query of any DNS database. You would use this to verify that DNS name resolution is functioning properly.

WINIPCFG is a graphical utility found in Windows 9x that allows you to get information about your IP configuration. It also allows you to release a Dynamic Host Configuration Protocol (DHCP) lease and request a new one.

IPCONFIG does the same thing as WINIPCFG, but for Windows NT/2000/XP. IPCONFIG can only be run from the command line.

TRACERT is a utility that allows you to trace the path information takes to get from one machine to another as it moves from network to network.
Objective: Networks

Printers and Scanners: Ink Spillage on an Ink Jet Printer

The ink tank on an ink jet printer is nearly full and a little ink has spilled over. What should you do?
1. >>Use a twisted paper towel to soak up the ink. Clean spilled ink with distilled water.
2. Use the maintenance kit to drain the tray.
3. Carefully remove the tray and empty it. Clean spilled ink with household cleaner.
4. Use a twisted paper towel to soak up the ink. Clean spilled ink with denatured alcohol.

Explanation : You should use a twisted paper towel to soak up the ink and clean any spilled ink with distilled water. You need to be very careful not to spill ink on the power supply or the printer's main board. Ink jet ink is water-based, so distilled water is the best way to clean up minor spills. You should always unplug the printer before performing maintenance on it.
You should not clean spilled ink with denatured alcohol. Ink jet ink is water-based, so the best way to clean it up is with distilled water.

Laser printers have maintenance kits; ink jet printers do not.

You should not attempt to remove the tray. Removing a tray that is filled with ink is likely to cause a spill that will damage the printer.
Objective: Printers and Scanners

Operating Systems: PC won't boot after a configuration change

A user makes some configuration changes and then installs an application. The application requires the user to reboot the computer. When the computer reboots, it is unable to start Windows XP.
You need to ensure that the user's data is preserved.
What should you try first?

1. >>Start in Safe Mode and perform a System Restore.
2. Use the Emergency Repair Disk.
3. Perform Automated System Recovery.
4. Start the system in VGA mode and uninstall the application.

Explanation : You should start the computer in Safe Mode and perform a System Restore. Windows XP saves a scheduled restore point, a restore point before making some configuration changes, and a restore point before an application is installed. It allows you to revert your computer's configuration to a specific point in time. Restoring a system using System Restore does not affect user data. You can initiate System Restore by booting normally or to Safe Mode. In this case, you will need to boot to Safe Mode.

You should not start the system in VGA mode and uninstall the application. VGA mode is used specifically to correct problems with the video adapter configuration. Also, uninstalling the application might not resolve the problem because the problem might be caused by one of the configuration changes.

You should not use Automated System Recovery (ASR). ASR reformats the hard disk and restores from an ASR backup set, which does not include user data. Therefore, user data would be lost.

You cannot use an Emergency Repair Disk (ERD). ERDs were supported by Windows NT and Windows 2000. They are not supported by Windows XP.

Laptops: Batteries and Charging II

How can you tell whether a laptop battery is charging?
1. The LED light on the laptop will be blinking.
2. >>The LED light on the laptop will be a solid orange or yellow light.
3. The LED light on the laptop will be a solid green or blue light.
4. The LED light on the laptop will be off.

Explanation : A solid orange or yellow LED light indicates that the battery is being charged.

A solid green or blue LED light indicates that the battery is fully charged.

A blinking LED light indicates that the laptop is hibernating.

An off LED light indicates that the laptop is turned off or not receiving power.
Objective: Laptops and Portable Devices

Printers and Scanners: Parallel Ports

Which standard defines how a printer manufacturer should implement a bidirectional parallel port?
1. >>IEEE 1284
2. IEEE 1394
3. IEEE 802.11b
4. IEEE 802.1x

Explanation : The IEEE 1284 standard defines guidelines for implementing bidirectional communication across a parallel port. Bidirectional communication is a technology used by printers to allow a printer to send data to the operating system, such as a notification that the paper tray needs to be refilled. IEEE 1284 supports higher transfer rates than a traditional parallel cable, but not as fast as Universal Serial Bus (USB).

IEEE 1394 (FireWire) is a high-speed connection standard for devices like digital cameras and video cameras. It is not a standard for defining a parallel printer port.

IEEE 802.1x is a security standard for wireless networks. It is not a standard for defining a parallel printer port.

IEEE 802.11b is a wireless networking standard. It is not a standard for defining a parallel printer port.
Objective: Printers and Scanners

Operating Systems: Incremental Backups

A user's computer performs scheduled backups that back up the data to a network server on the following schedule:
Full backup: Friday
Incremental backup: Monday, Wednesday
System state backup: Tuesday, Thursday

Backups are performed in the evening. The hard disk fails on Thursday afternoon.
Which backup or backups should you restore?
1. Friday, Wednesday, Tuesday, Monday
2. Tuesday, Wednesday
3. Friday, Wednesday
4. >>Friday, Monday, Wednesday
Explanation : You should first restore the full backup taken on Friday. Next you should restore each incremental backup in order. An incremental backup backs up all data that has changed since the last backup and resets the Archive flag on the files. The Archive flag determines whether the file needs to be backed up.
You should not restore Tuesday and then Wednesday. A system state backup does not back up user data. Therefore, restoring the Tuesday backup will not serve as a base for installing incremental data backups.
You should not install Friday and then Wednesday. An incremental backup backs up only the information that has changed since the last full, differential, or incremental backup. Therefore, the Wednesday backup will only back up files that have changed since Monday.
There is no need to restore the Tuesday backup. Any changes that were reflected in the Tuesday backup will also be reflected in the Wednesday backup. Also, you should restore incremental backups in the order in which they are taken.
Objective: Operating Systems

Laptops and Wireless

A user's laptop has a built-in wireless antenna. The user cannot connect to the wireless access point. When the user attempts to view wireless networks, none are listed. Other computers can connect to the wireless access point.
What should you try? (Select TWO.)
1. >>Verify that the user's TCP/IP settings are configured for automatic addressing.
2. Ask the user to open the display further.
3. >>Verify that the wireless antenna is turned on.
4. Verify that there is line of sight between the laptop and the wireless access point.
5. Disable the Ethernet adapter.
6. Install Windows XP Service Pack 2.

Explanation : Some laptops that have built-in wireless antennas include a button that turns wireless support off and on. You should first verify that the user has not accidentally pressed that button. Sometimes you need to enable the wireless connection through software, such as through the Network Control Panel utility or Device Manager.
Some wireless antennas are built into the display. Sometimes opening the display further will solve the problem.

The user's TCP/IP settings are not the cause of the problem. The computer cannot locate any wireless networks. This is a physical issue, not an IP addressing issue.
You do not need to disable the Ethernet adapter. A laptop can support both an Ethernet adapter and a wireless antenna at the same time.
You do not need to install Windows XP Service Pack 2. If the wireless antenna was built into the laptop, it is likely that the necessary drivers were installed by the Original Equipment Manufacturer (OEM). Also, Service Pack 2 is not required for wireless networking.

You do not need to verify that there is line of sight between the laptop and the wireless access point. The 802.11b and 802.11g protocols are radio-frequency protocols and do not depend on line of sight.
Objective: Laptops and Portable Devices

Components: Testing For A Faulty Parallel Port

You are troubleshooting a user's connection to a printer. The printer is attached to the parallel port on the user's computer.
How can you determine whether the problem is caused by a faulty port?
1. Attach a parallel cable that you know works.
2. Disconnect the printer cable and attach a loopback adapter to the port.
3. >>Press the self-test button on the printer.
4. Enable bidirectional support on the port.
Explanation : The best way to determine whether the problem is caused by a faulty port is to attach a loopback adapter to the port. A loopback adapter allows you to isolate the problem and determine whether it is caused by the port because it removes the printer and the cable as variables. If the loopback completes successfully, you know that the port is not the problem and you can then try a different cable to see if the problem is caused by the cable. If the loopback does not complete successfully, you know the problem is caused by the port itself.

Attaching a printer cable that you know works will not allow you to determine whether the problem is caused by the port. It will only allow you to eliminate the cable as the cause of the problem.

Pressing the self-test button on the printer will print a test page. This will ensure that the printer can print characters, but it will not help you isolate the communication problem.

Enabling bidirectional support on the port will not allow you to determine whether the port is causing the problem. Bidirectional support allows two-way communication between the operating system and the printer. However, if the port is not functioning, the cable is faulty, or the printer's parallel connector is not working, bidirectional messages will not be passed.
Objective: Personal Computer Components

Security: Securing a Wireless Network (WEP vs EFS vs SSID vs MAC vs Ad Hoc)

Your company has a wireless network that connects to a wired network. Your boss is concerned about data being intercepted as it is sent over the wireless network. He wants to ensure that only employees can use the wireless network.
What steps should you take? (Select TWO.)
1. >>Enable WEP.
2. Disable MAC address filtering.
3. >>Disable broadcast SSID.
4. Use ad hoc mode.
5. Enable EFS.

Explanation : You should enable Wired Equivalent Privacy (WEP). Doing so will cause the traffic sent over the wireless network to be encrypted using 40-bit encryption by default. Some access points and wireless network adapters also support 128-bit encryption, so you should use it if it is available. It is also more secure to use dynamic WEP keys if they are supported.
You should also disable broadcast Service Set Identifier (SSID). The SSID is used to publish the availability of the wireless network, sort of like a network name. If you disable broadcast SSID, only clients that are configured with the SSID will be able to find wireless network and connect. This will help prevent non-employees from connecting to the network.

Enabling Encrypting File System (EFS) will not cause data to be encrypted on the network. EFS is used to encrypt files where they are stored, not to encrypt network traffic.

Disabling Media Access Control (MAC) filtering will not resolve the problem. You might or might not want to use MAC filtering. MAC filtering can be used to increase the security of the network by only allowing certain network adapters to connect. However, it is more difficult to manage. Wireless Access Points (WAPs) have MAC filtering disabled by default.

You should not use ad hoc mode. Ad hoc mode is used for peer-to-peer wireless networking. When a WAP connects to a wired network, you need to configure the wireless clients for infrastructure mode. By configuring them for infrastructure mode only, you can prevent them from connecting to ad hoc wireless networks.
Objective: Security

Printers and Scanners: Paper Jams

A laser printer is experiencing paper jams. What should you do?
1. Clean the fuser assembly roller with water on a fibrous cleaning towel.
2. Replace the fuser assembly.
3. >>Use the maintenance software to realign the guide rollers.
4. Clean the rubber guide rollers using alcohol on a fibrous cleaning towel.

Explanation : You should clean the rubber guide rollers using alcohol on a fibrous cleaning towel. The guide rollers are responsible for moving the paper through the printer. They should be a little rough but clean. When they get dirt or paper dust on them, it can cause paper jams. You can clean them using alcohol on a fibrous cleaning towel. If they become too smooth, you can use alcohol on a non-metallic scouring pad to make them rough so they work better.

Replacing the fuser assembly will not resolve the problem. The fuser assembly is used to fuse ink to the paper, not to move the paper through the printer.

You should not clean the fuser assembly roller with water on a fibrous cleaning towel. A dirty fuser assembly roller is not the problem. Also, you should not use a fibrous cleaning towel and water to clean the fuser assembly roller. You should use alcohol and a soft cloth. You must be very careful not to scratch the fuser assembly roller.

You should not use maintenance software to realign the guide rollers. Ink jet printers include maintenance software, which can be used to realign the print heads. Laser printers have maintenance kits that contain spare parts.
Objective: Printers and Scanners

Operating Systems: Starting the PC without launching specific startup applications

You are troubleshooting a computer running Windows XP. You want to start the computer without launching specific startup applications. Aside from that change, you want the computer to boot normally.
What should you do?
1. Start the computer in Safe Mode.
2. Remove all shortcuts from the C:\Documents and Settings\All Users\Start Menu\Programs\Startup folder.
3. >>Use Msconfig to disable the startup applications.
4. Start the computer in Safe Mode with Networking.

Explanation : You should use Msconfig, also known as the System Configuration Utility, to disable startup items. Msconfig allows you to select which items load at startup, including which .ini files are loaded and whether all, none, or only selected startup applications are loaded. Using Msconfig is a good way to troubleshoot problems related to startup or devices and applications that load at startup. You can also view which services are running.

You should not start the computer in Safe Mode. Safe Mode loads only the minimum drivers needed to run the operating system.

You should not remove all shortcuts from C:\Documents and Settings\All Users\Start Menu\Programs\Startup folder. While this is the folder that stores shortcuts to the applications that run at startup for any user who logs onto the computer, it does not contain the user-specific shortcuts. Also, it is best not to remove the shortcuts because you will just have to reconfigure them later. Also, some startup applications are not configured through the Startup folder. Instead, they are configured through the registry.

You should not start the computer in Safe Mode with Networking. Safe Mode with Networking loads only the minimum drivers needed to start the operating system and access the network.
Objective: Operating Systems

Laptops and PCMCIA Card Slots

A user has a laptop computer with two Type II PCMCIA card slots, one on top of the other. How many Type III hard disk PC cards can the user install in the laptop?
1. >>1
2. 2
3. 0
4. 4
Explanation : All Portable Computer Memory Card International Association (PCMCIA) cards use the same 68-pin interface. The difference between Type I, Type II, and Type III cards is their height (thickness). A Type I card is 3.3 mm, a Type II card is 5.0 mm, and a Type III card is 10.5 mm. When the laptop has two Type II card slots, it can hold one Type III card, two Type II cards, or two Type I cards.

Objective: Laptops and Portable Devices

Components: HDD configuration with an ATA cable

Which of the following hard disk configurations is supported with one ATA cable?
1. Up to seven SCSI drives
2. >>One or two IDE drives
3. Between one and four IDE drives
4. Up to fifteen SCSI drives

Explanation : An Advanced Technology Attachment (ATA) cable is used to connect Integrated Drive Electronics (IDE) drives to a motherboard. Each ATA cable can support up to two drives: a master drive and a slave drive. A computer usually has two ATA cables, so you can add four drives, two on each cable.

An ATA cable has only three connectors: a motherboard connector and two hard disk connectors. Therefore, it cannot support more than two IDE drives.

An ATA cable is not used to connect Small Computer Systems Interface (SCSI) drives. SCSI devices are attached in a chain with the first device connected to the host controller. The last device in the chain must be terminated.
Objective: Personal Computer Components

Networks : Eavesdropping

Which type of network media is least subject to eavesdropping?
1. Shielded twisted pair
2. >>Fiber optic
3. Coaxial
4. 802.11g
Explanation : Fiber optic networks are least prone to eavesdropping because the signal is carried though light pulses instead of by electromagnetic signal. This makes it extremely difficult to tap the wire.

802.11g wireless networks are extremely subject to eavesdropping if encryption is not used.
Coaxial is a copper wire cable. Transmission is through electromagnetic signals, so it is relatively easy to tap the wire and eavesdrop.

Shielded twisted pair is a copper wire cable. Transmission is through electromagnetic signals, so it is relatively easy to tap the wire and eavesdrop.
Objective: Networks

Printers and Scanners: Printing Gibberish

You are diagnosing a problem with a laser printer. The laser printer prints the diagnostic print page correctly. However, when a user attempts to print a document, gibberish characters are printed to the page.
What should you try next?
1. Clean the photosensitive drum.
2. Change the toner cartridge.
3. >>Reinstall the printer driver.
4. Replace the primary corona wire.
Explanation : When a printer prints garbage or gibberish characters, you should first try printing a diagnostic test page. If the diagnostic test page prints correctly, it means that the problem is most likely the printer driver. It is the printer driver's responsibility to translate print commands sent by an application to a language the printer can understand. A corrupt or wrong driver will perform this task incorrectly, resulting in gibberish characters. The diagnostic test page is sent directly to the printer by the printer. It does not interface with the operating system, so it works even if there is not a driver installed.

Changing the toner cartridge will not resolve a problem with gibberish text. You would change the toner cartridge to correct a problem such as smudged characters or vertical white lines.

You should not replace the primary corona wire. The primary corona wire applies a uniform negative charge to the drum. If it was broken, it would not result in gibberish characters. Also, any problem caused by the primary corona wire would affect the diagnostic test page as well as any page sent from the operating system.

You do not need to clean the photosensitive drum. A dirty or scratched photosensitive drum can cause a mark on the paper that repeats at regular intervals. A dirty drum will not cause gibberish print. Also, any problem caused by a dirty drum will occur when the diagnostic test page is printed.
Objective: Printers and Scanners

Operating Systems: Checking Disk Integrity in XP

What tool should you use to verify that the hard disk on a Windows XP computer does not have any bad sectors?
1. ScanDisk
2. Fdisk
3. Defrag
4. >>Chkdsk
Explanation : You should use Chkdsk to check the integrity of a hard disk on a computer running Windows XP and optionally attempt to correct errors. You can launch Chkdsk from the command line or by clicking Check Now on the Tools tab of a hard disk's properties.

You cannot use ScanDisk to verify that the hard disk does not have any bad sectors on a computer running Windows XP. Scandisk was used on Windows 9x systems to verify hard disk integrity.

Defrag is used to defragment a hard disk to ensure that a file uses contiguous disk space. A defragmented hard disk performs better than a fragmented hard disk.

You cannot use Fdisk to check disk integrity. Fdisk was used in earlier versions of the Windows operating system and in MS-DOS to create partitions.
Objective: Operating Systems

Laptops: Removing PC card devices

What step or steps should you take before you eject a PC Card hard drive from a laptop computer?
1. Right-click the drive's icon and choose Eject.
2. >>Click the Safely Remove Hardware icon in the system tray.
3. Shut down the operating system and power off the computer.
4. Shut down the operating system.
Explanation : You should click the Safely Remove Hardware icon in the system tray and then click the option to safely remove that drive. Doing so shuts down the services the PC Card device is using so that you can safely remove the card.
You do not need to shut down the operating system. A PC Card hard drive is hot swappable.
You do not need to power off the computer. A PC Card hard drive is hot swappable.
You should not right-click the drive's icon and choose Eject. The Eject menu item is used to eject a CD or DVD from a removable media drive.
Objective: Laptops and Portable Devices

Components: BIOS flash after a hardware upgrade (Peripherals vs system devices)

You are upgrading components in a computer to refurbish it. The motherboard and BIOS are three years old. You are concerned that the BIOS may not properly support some of the components you want to install.
Which component might require updating Flash ROM contents before the installation will work properly?
1. >>Graphics card for 1600 x 1200 display
2. 56K modem
3. 100Base-TX network adapter
4. 128MB of physical SDRAM
5. DVD-ROM drive
6. 80 GB hard drive
Explanation : The Basic Input/Output System (BIOS) program is required to enable a CPU to boot up and configure the system for use. The program is stored on a Read-Only Memory (ROM) chip. On older systems, the chip had to be replaced to update BIOS. Flash ROM chips allow a user to store a new BIOS program on the chip by running a DOS program and loading an update file. A Flash BIOS chip is technically called an EPROM (Erasable Programmable Read Only Memory) chip. Circuitry built into the motherboard permits erasing and installing a new BIOS image file.

If components are added for which the BIOS is not programmed, it is necessary to run the Flash ROM program and update the BIOS. A new, higher capacity hard drive is one component that often creates the need for BIOS updates. Physical memory and hard drive size can be configured in CMOS, though memory size is often auto-detected during the Power On Self Test (POST) memory count. CMOS is external to the BIOS and can be looked at as being memory for the BIOS. CMOS is also known as the RTC/NVRAM chip.

Modems, network adapters, DVD drives, and graphics adapters are peripheral devices, not system devices. They use the existing slots and the expansion bus to communicate with the system and do not require BIOS upgrades.
Objective: Personal Computer Components

Security: Combining Group Permissions in a Shared Folder

Mary belongs to the Accounting group and the Temps group. The AP folder, which is located on a computer running Windows XP, has the following permissions:
Accounting - Allow Modify Temps - Deny Write
The AP folder is shared and the share has the Everyone - Full Control permission.
What access to the folder does Mary have when accessing it through the network share?
1. Mary cannot access any files in the folder.
2. >>Mary can read and modify files in the folder.
3. Mary can read files in the folder.
4. Mary can read, modify, and delete files in the folder.

Explanation : Mary can read files in the folder, but cannot modify or delete them. Mary obtains the Read permission through her membership in the Accounting group. However, her membership in the Temps group revokes the Write permission that would otherwise be granted through her membership in Accounting. When a resource is accessed through a share, both the NTFS permissions and the share permissions are checked and the most restrictive set of permissions is used. In this case, the most restrictive permissions are the NTFS permissions.
Mary cannot modify files in the share because a Deny overrides any Allow and the Temp group is denied Write permission.
Mary cannot delete files in the share. The Modify permission grants the ability to read, create, and modify files. However, users can only delete their own files. Also, Mary is denied Write access so she cannot make changes to the contents of the folder.
Mary can read files in the share. This permission is assigned as part of the Modify permission.
Objective: Security

Networks : Terminating an FTP session

When you are finished running an FTP session from the command line, which command will properly terminate your FTP session?
1. >>BYE
2. FTP
3. EXIT
4. PUT
Explanation : FTP can be initiated from a DOS, Windows 9x, or Windows NT/2000/XP command prompt provided that a connection to a network or the Internet is established first. To begin an FTP session, you first type FTP from the command line to get an FTP> prompt. To establish a connection with an FTP server at 135.61.85.1, from the FTP> prompt, type the following:
OPEN 135.61.85.1
To terminate an FTP session, simply type BYE from the FTP> prompt.

The PUT command is used after you have logged on and want to copy a file from your computer to the remote computer.

The EXIT command is used to terminate a DOS session.
After you are at the FTP> prompt, you would not use the FTP command again.
Objective: Networks