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kunci jawaban cisco IT essential chapter 1

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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 storage device that uses low power, has fast access to data, and is reliable. What is a suitable storage device that meets these requirements?#solid state drive

3 Which type of ROM can be reprogrammed with software while it is still physically installed in the computer?#EEPROM

4 Refer to the exhibit. Based on the advertisement that is shown, what is the native resolution of this computer system?#1280 x 800

5 Which type of computer resources are direct lines to the processor used by computer components to 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

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generates the 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 used for the hard drive speed?#revolutions per minute

10Refer 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.)#sizeshape

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 or memory 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

21 Why are solid state drives reliable and therefore suitable to be installed in computers used in harsh 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 can hold 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 if the criteria include that data be written and read simultaneously and that all data be duplicated using a minimum of three drives?#5

27 PATA data cables are available in two different types. The types are distinguished by the number of 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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Cisco it essential chapter 2 (version 4.1)1 Which three computer components contain hazardous materials and require special handling for disposal? (Choose three.)#batteries#monitors#printer toner cartridges2 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 sheet3 Which two tools can help protect against ESD? (Choose two.)#antistatic wrist strap#antistatic mat4 Refer to the exhibit. Which type of tool is presented in the graphic?#Phillips-head screwdriver5 Which precaution should be taken when working around electronic devices?#Avoid using magnetized tools.6 Which step should be performed first when servicing computer equipment?#Turn off and remove the power source.7 Which condition refers to a sudden increase in voltage, which is usually caused by lightning?#spike8 A technician has a room of computers which are running very hot. The technician discovers that the heat sinks in the computers are very dusty. What should the technician use to clean the heat sinks?#compressed air9 Which tool in Windows XP gives a technician access to initialize disks and create partitions?#Disk Management10 The performance of a computer is reduced after it has been using the Internet. Which three tools could be run to try to improve the performance of the computer? (Choose three.)#Spyware Remover#Defrag#Disk Cleanup

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11 Which two types of tools can help protect a computer from malicious attacks? (Choose two.)#Anti-virus software#Spyware Remover12 Which Windows XP command-line utility scans the critical files of the operating system and replaces any files that have been corrupted?#System File Checker13 Which characteristic defines EMI?#interference that is caused by motors14 Which computer components must a technician never try to work on when wearing an antistatic wrist strap?#CRT monitor15 Which condition refers to a reduced voltage level of AC power that lasts for a period of time?#brownout16. What is recommended to remove dust from inside a computer case?#can of compressed air17. Refer to the exhibit. Which type of tool is shown in the graphic?#digital multimeter18 Which tool should be used if a user needs to optimize space on a hard drive?#Defrag19 What are two significant sources of EMI? (Choose two.)#power lines#electrical storms20 A technician wants to limit the chances of ESD affecting his workspace. Which three precautions should be taken? (Choose three.)#Ensure antistatic mats are on the workbench and floor.#Wear an antistatic wrist strap.#Keep all components in antistatic bags.21 What is the proper way to dispose of outdated CRTs?#All of the components should be disposed of in compliances with local environmental regulations.


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Chapter 3 Exam - IT Essentials (Version 4.1)1.A technician is installing a new power supply in a computer. Which type of power connector should be used to connect to a PATA hard drive?#molex

2.Refer to the exhibit. Which type of port is shown?#USB

3.After a technician has assembled a new computer, it is necessary to configure the BIOS. At which point must a key be pressed to start the BIOS setup program?#during the POST

4.A technician is installing a new power supply in a computer. Which type of power connector should be used to connect to a floppy drive?#Berg

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

19. 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 technician observes that the floppy drive light remains lit constantly. How should the technician attempt to repair 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.Which type of drive is installed in a 5.25-inch bay?#optical drive

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

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

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#CPU#Memory

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

12.Which port is typically used for external wireless NICs?#USB

13.A technician is installing a new CPU in a ZIF socket on a motherboard. What is the primary way of securing the CPU in place?#load lever

14.Which action is recommended to prevent the motherboard from contacting the metal base of the case?#Use standoffs to keep the motherboard above the metal base.

15.A field technician has been asked to install a wireless 802.11g NIC in a computer, but is unsure about the expansion slots available. Which two types of wireless NICs should the technician have available? (Choose two.)#PCI#PCIe

16.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.

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

18.A technician has just finished assembling a new computer. When the computer is powered up for the first time, the POST discovers a problem. How does the POST indicate the error?#It issues a number of short beeps.

19.What is a convenient way that a technician can tell whether a ribbon cable is for an IDE hard drive or a floppy drive?#The floppy cable has a twist in the cable.

20.Which internal component of a computer uses a 3-pin power connector?#fan.


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cisco it essential chapter 5 (version 4.1)1. Refer to the exhibit. During a Windows Vista installation, the Select Your Computer’s Current Location screen fails to display. What could be a possible reason for the absence of this screen?#The network card driver was incorrectly installed.2. When troubleshooting a printer problem, a technician finds that the operating system was automatically updated with a corrupt device driver. Which solution would resolve this issue?#Roll back the driver. 3. Which three settings are available to personalize the appearance of the desktop on a Windows Vista computer? (Choose three.)3Theme#Screensaver#Mouse Printer4. In which two situations should a technician create a restore point? (Choose two.)#before an operating system update#before installing a new device driver5 .A user is running Windows Vista and has an application that runs in Windows XP but the application fails to run in Vista. In which Vista mode should the user try running the application?#compatibility mode6. 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 Places7. Refer to the exhibit. During the installation of Windows Vista, you are prompted with a screen that asks for a username and password. What type of account is created when you select Next after entering a username and password?#The user account that can change security settings, install software, and make changes to other user accounts8. A technician has a computer that is unable to boot Windows XP properly. The technician has decided that it is necessary to attempt a repair of XP. Which utility will be run if the technician selects Repair XP from the XP boot disk?#Recovery Console9. When a computer boots from the Windows Vista disc, which three functions are performed if the Custom (advanced) option is selected? (Choose three.)#Changes to disk partitions can be made.

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#A clean copy of Windows Vista is installed.#The location of the Windows installation can be selected.10. What are two features of upgrading Windows 2000 to Windows XP? (Choose two.)#Upgrading to Windows XP is quicker than a new installation of Windows XP#Windows 2000 applications and settings are kept.11. Which set of guidelines is used to ensure that programmers develop applications that are compatible with an operating system?#API12. A user decides to install a new version of Windows Vista but needs to retain the configurations and customizations of the current Windows XP operating system. Which software can be used to achieve this?#Windows User State Migration Tool13. A technician has finished installing Windows XP. What should the technician do to verify that all hardware has been installed correctly?#Use the Device Manager utility to ensure that all the devices are operational.14. A technician has many new computers to set up. The technician completely configures one master computer and makes an image of the hard drive. This image is then installed on the other computers. What is this process called?#disk cloning15. A technician thinks that the file system on a computer has a problem because Windows XP is reporting data integrity issues. Which Windows XP utility will check the file system for errors?#Chkdsk16. While performing preventive maintenance, a technician notices that the operating system is missing updates. How can the technician enable automatic updates?#Run the Automatic Updates utility from the Control Panel.17. Windows Vista has a feature called the Sidebar. Which three types of items can be contained within the Sidebar? (Choose three.)#games#sticky notes#clock18. A technician is attempting to create multiple partitions on a hard disk. This will allow for storing the operating system and data files on separate partitions. What is the maximum number of primary partitions per hard drive that is supported by Windows XP?#419. 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.20. A user reports that a Windows XP system is unable to boot properly. How can the technician advise the user to boot into Safe Mode?#Reboot the system, press and hold F8 until a menu is displayed, and then select Safe Mode.21. A technician installing Windows Vista has come to the point where the product activation key is requested. 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.

22. Once minimum hardware requirements are satisfied, where should a technician look to determine if the computer hardware has been tested with Windows XP?#the Windows XP Hardware Compatibility List23. A company with 40 computers needs to reduce repair costs, decrease downtime, and improve reliability. Which task will meet these needs?#Develop a preventive maintenance plan.24. Which operating mode is used by Windows XP to run a DOS application?#virtual real mode25. What would be the result of having a corrupt Master Boot Record?#The operating system will fail to start.26. What are three features of the Microsoft Management Console (MMC)? (Choose three.)#It can be used to create customized MMCs#It organizes operating system snap-ins.#It requires administrative privileges to access.27. As a user attempts to boot the computer, the message “NTLDR is missing” is observed on the screen. What will result from this situation?#The operating system will fail to load.28. A user installs a new sound card driver in a computer that is working properly. After installing the driver for the new sound card the computer fails to boot. Which quick fix can the user implement to return to the previous working state?#boot to Last Known Good Configuration29. A technician needs to upgrade the operating system on a computer from Windows 2000 Professional 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?#winnt3230. A technician has installed new video drivers on a Windows XP computer and now the monitor shows distorted images. What startup mode can the technician use to access a new driver on the network?#Safe Mode


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1Which 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 technician repeatedly pushes the power button without any results. What should the technician do next?

#Attach the AC adapter.

3Refer 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#size

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6Refer 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 the Windows 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? (Choose three.)

#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 laptop has 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

16Which type of interface do current laptops use to achieve similar expansion capabilities as desktops?

#PC ExpressCard

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

#F8

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

#Use the Safely Remove Hardware systray icon.

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

#Ethernet#modem

20Which 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.

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

#camera#printer#scanner

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

#S4

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

#RAM

24Where can a technician change the power schemes on a laptop running Windows XP?

#Select Power Options from within the Control Panel.

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

#PC Card#USB Drive

26During 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

27What 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.

28Which Windows XP or Vista control panel is used to reduce power when the computer has not been used by anyone for an hour?

#Power Options


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1 What is an advantage of using a solid-ink printer instead of an inkjet printer?

#It produces vivid color prints.

2 What is typical of a network printer installation?

#the use of Ethernet or wireless

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

#ECP#EPP

4 What is the maximum number of devices that can be connected to a single FireWire interface?

#63

5 What is a common disadvantage of inkjet printers?

#The nozzles can get obstructed.

6 What are two advantages of using impact printers? (Choose two.)

#carbon-copy printing ability#inexpensive consumables

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7 Which software converts scanned pages into text?

#Optical Character Recognition

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

#802.11b#802.11g

9 Which laser printer component is a metal cylinder that is coated with a light-sensitive insulating material?

#drum

10 Instead of the document that was expected, a printer is printing unusual characters. What should be the next steps in solving this printer problem?

#Check the printer data cabling. If the cabling is secure on both ends, replace the print cartridge or ribbon.

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

#fusing

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

#fax#printer#scanner

13 What is the best source for a Windows-compatible scanner driver?

#website for scanner manufacturer

14

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

#piezoelectric

15 Which unit is commonly used to measure the print quality of an inkjet printer?

#DPI

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

#drum

17 Which step of the laser printing process involves scanning the photosensitive drum with a laser?

#writing

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

#firmware

19 Which type of printer is commonly used in stores to produce cash register receipts?

#thermal

20 Which two names refer to the IEEE 1394 standard? (Choose two.)

#FireWire#i.Link

21 Which standard governs the use of parallel printer ports?

#IEEE 1284

22

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

#print example.txt

23 Which printer technology is used in low-cost, photo-quality printers?

#inkjet

24 Which technology is used by laser printers?

#electrophotographic

25 What laser printer component could cause streaking?#drum


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1Refer 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 the OSI model?#encapsulation

3 When purchasing Cisco components for a network installation, what are three warning signs that the 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 prompt?#Telnet

6 Which broadband technology would be recommended for a business that requires workers to access 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.

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#The number of wires inside the cable.

8 Which network topology will allow all devices to continue to communicate with each other should a network cable fail?#mesh

9 Which software must be installed and working correctly on a computer to successfully enable a VPN 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 the two institutions use different protocols?#The bank encrypts the web page information that is sent and received.

11What 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 be counterfeit?#Cisco Brand Protection Team

13 Which digital technology provides an upstream speed that is typically less than the downstream speed?#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 for the first time?#Manually assign an IP address.

17 A student brings a laptop to a school that has wireless access. The laptop is not connecting to the school 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 most commonly implemented in newer networks?#star

20 Which layer of the OSI model is primarily concerned with accessing the physical media and physical addressing?#Data Link

21 Which wireless IEEE standard operates in a radio frequency of 2.4 GHz and supports a maximum bandwidth of 54 Mbps?#802.11g

22 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 B channels. 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 technician sends a test print to the printer, the print job fails. The technician tries to ping the network printer, but the technician suddenly remembers a change in Windows that is hampering the troubleshooting process. 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 is approximately 800 meters away from the existing network. Which cable type should the administrator choose?#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.)#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 from any other computer in a CSMA/CD network?#Computers listen to the network for clearance to send data.


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1 Which three suggestions are good security password policies that a company or individual should follow? (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 user intervention?#adware

4 A network administrator is looking for a technology that includes both hardware and software authentication. 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 conjunction with operating systems such as Windows and Linux?

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#LEAP

8 A bank is upgrading the hard drives in a server. What should be done to the old hard drives to permanently 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. What should 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 to remove all data from the hard drives in the computers?#Use data wiping software and delete any hard drive partitions.

12 Which three security storage features are supported by the TPM hardware module? (Choose three.)#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 user identification 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 Internet between 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 the user 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 network uses Windows XP and Cisco equipment. The security protocol that is used is WEP with 64-bit encryption. 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 and eradicate 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.

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 and password. 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 and requests disclosure of vital account information. Which security attack is being implemented?#phishing


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1 When dealing with an angry customer, which two things can a technician do to resolve the problem? (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 technician has received many complaints about rudeness regarding this coworker. How should the technician handle 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 handle the call?#Allow the customer to speak without interruption and then try to use closed-ended questions to gather 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 a customer? (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

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#prioritize the problem#gather information from the customer

7 The technician begins diagnosing a problem by asking an experienced customer to visit a troubleshooting Web site. The customer becomes angry because she feels this could be done without calling the technician. What should the technician do?#Explain how the Web site can be used by both of them during the call to quickly eliminate problems.

8 A technician wants to apply for a job in a call center for a computer repair service. Which two characteristics 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 to establish 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? (Choose three.)#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 the solution 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? (Choose two.)#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 a call 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".

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 previous service. How should the technician calm the customer?#Listen carefully and attempt to solve the customer's problem.


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1 On what media is information stored when an SSD is installed?#static RAM

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

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

4 A technician begins gathering data from a customer by asking open-ended questions. Which question is a proper open-ended question?#What happens when the PC is powered on?

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

6 A technician is helping a client select additional RAM for a computer. Which three items should be considered 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.


7 What type of motherboard bus carries memory locations?#address

8 Which two ports are used to connect external media readers to a computer? (Choose two.)#FireWire#USB

9 A technician is upgrading a computer motherboard and has successfully replaced a single core CPU with a dual core CPU. What should be checked to ensure that the dual core CPU now operates correctly?#Ensure that the front-side bus settings match the speed of each CPU core.

10 A customer needs help selecting a new power supply for an existing computer. Which two questions 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?

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

12 A technician is concerned that a computer is overheating. The computer reboots without warning. What can the technician do to improve the circulation of air through the computer?#Add one or more case fans.

13 What is the purpose of the copper or aluminum between a processor and the fan on a computer motherboard?#It conducts heat from the processor so that the fan can disperse the heat.

14 A motherboard has a 64-bit bus. What does this mean?#The processor buffers 64 bits of data each clock cycle.

15 A technician suspects that a hard drive is beginning to fail. Which two conditions would

support this suspicion? (Choose two.)#The hard drive is making unusual noises.#The hard drive has a gradual increase in the number of bad sectors.

16 A computer system keeps losing the date and time or requesting to go into the Setup program during the boot process. What are two possible solutions? (Choose two.)#Replace the motherboard battery.#Verify that the motherboard battery is secure.

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

18 Which three computer system capabilities should a technician consider when installing a video capture card? (Choose three.)#processor speed#amount of RAM#VGA adapter specification

19 When a computer boots, the hard disk is not recognized. What are two possible causes of the problem? (Choose two.)#The power cable is not attached properly to the drive.#The data cable is loose or disconnected.

20 Why is a solid state drive more reliable than a traditional drive?#It uses power-based memory instead of magnetic-based memory.

21 Which two problems are caused by inadequate CPU cooling and ventilation? (Choose two.)#The computer locks up.#The computer does not boot.

22 You are monitoring a new technician installing a device driver on a Windows-based PC. The technician asks why the company requires the use of signed drivers. What would be the best response to give?#A signed driver has passed Microsoft's quality lab test and prevents a system from being compromised.

23 A technician needs to retrieve a DVD from an optical drive that is jammed and fails to

open. What is the best method the technician could use to retrieve the DVD?#Insert a pin in the small hole next to the eject button.

24 What are two probable causes of a computer failing to recognize a newly installed storage device? (Choose two.)#The device jumpers are set incorrectly.#The system BIOS settings are incorrect.

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

26 A motherboard flash BIOS has been updated. After the update, the computer restarts, but does not boot. The technician examines the motherboard documentation and discovers the motherboard has only one BIOS chip. What will the technician have to do to fix this problem?#Re-flash the BIOS.

27 A new sound card has just been installed, but no sound reaches the speakers. What are two common solutions a technician might implement? (Choose two.)#Connect the speakers to the correct port.#Unmute the sound through the operating system.


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1 Which virtual memory attribute is the only one a technician should change?#location

2 Which Windows XP utility is used to partition and format hard drives?#Disk Management

3 A technician boots a Windows XP computer that has an incorrect driver loaded for the video adapter card. How can the technician revert to a previous driver?#Select the video adapter card in Device Manager, select the Driver tab, and click Roll back driver from Properties.

4 A user wishes to dual boot Windows XP and Windows Vista on a computer with a single hard drive. Which advice should the technician provide the user?#It is necessary to create a second partition and install Vista into the second partition.

5 A technician is setting up an e-mail client for a customer. Which two protocols can the technician select to retrieve e-mails from the e-mail server? (Choose two.)#IMAP#POP

6 What are two reasons for creating two partitions? (Choose two.)#separate data files and operating system#allow the computer to be dual booted

7 Which information is backed up when a restore point is created?#system and Registry information only

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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-fix solutions did not work and there are no obvious clues found in either Device Manager or Event Viewer. 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 Category View?#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 continuing optimal 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 Windows XP? (Choose two.)#day#time

15 When configuring Windows XP, which setting configures a service to run every time a computer is started?#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 the first 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

20 What is a feature that Internet browsers provide to improve performance when accessing recently visited websites?#caching recently accessed pages

21 While attempting to run an application, a user receives an error message indicating that a required 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.


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1 Which portable connection provides the user with the possibility of high-speed Internet connectivity?#cellular

2 Which standard does Bluetooth incorporate to reduce the chance of interference when multiple Bluetooth devices are present?#AFH

3 What wireless technology has a range limited to 3 feet (1 m) and cannot penetrate ceilings and walls?#infrared

4 Which wireless technology is a low-power, short-range technology that uses LEDs to transmit data and 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 laptop power LED is off. What is the probable cause of the problem?#The AC adapter is not securely connected.

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

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the infrared 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 is still 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 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 a computer? (Choose two.)#POST screen#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 the users 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. When a 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 in another 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

remove the 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 drivers and 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 maintenance schedule? (Choose three.)#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 technical specification, the printer complies with the Bluetooth Class 2 specification. What is the maximum distance that any device could be expected to successfully send print jobs?#33 ft (10 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.)#128 bit encryption#PIN authentication

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.


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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 a computer 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 cool before 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.#Connect to a networked computer and share the printer.

6 Which two items can help extend the life of an inkjet printer? (Choose two.)#type of ink#paper type

7 A user reports that whenever he needs to print a document, the print job process is automatically sent to the wrong network printer. Which path should the user follow to

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resolve this problem in Windows XP?#Start > Control Panel > Printers and Faxes, right-click the printer, and then select Set as Default Printer

8 What two solutions would fix the problem that occurs when every page that is printed by a laser printer produces lines or streaks? (Choose two.)#Replace the drum.#Use the cleaning utility to clean the cartridge nozzles.

9 Which path will allow a user to add a printer in Windows XP?#Start > Control Panel > Printers and Faxes > Add a Printer

10 What could be a result of printing with paper that has become damp because of high humidity?#Paper jams are more frequent.

11 Which scanner option considerably affects the size of the output file?#resolution settings

12 Users in the accounting department are having trouble digitizing documents with a scanner. What should the technician do to resolve the problem?#Calibrate the scanner.

13 Which two pieces of software are included with most new printers and are installed by the user? (Choose two.)#configuration software#printer driver

14 Which type of printing option should be implemented to allow a user to change settings for each document sent to the printer?#per-document

15 Which two issues should be considered when purchasing RAM for a new printer? (Choose two.)#physical type of memory#number of memory slots available

16 A technician is installing network printer software and drivers on a Windows Vista computer. At the Select a Printer stage the technician wants to install a printer that is not listed. Which two methods are available to identify and select the required printer? (Choose two.)#name#IP address

17 As a part of the maintenance process for a laser printer, a technician should remove all the small particles of toner inside the printer. What is the recommended method to perform this task?#Use a vacuum cleaner with HEPA filtration.

18 Users working in humid environments notice that documents printed by a laser printer are of poor quality. It is discovered that the printer is unable to attach toner to the paper. What is the most likely cause 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 accounting department. Which action helps ensure that the next routine maintenance service is performed at the correct 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

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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 network technician has been asked to perform a physical inspection of the facilities to determine the flow of data 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 requires cabling 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 on networks?#Cat5e

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

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#reliability#speed

7 Students on the college network need to be able to view folder names and data in files stored on the 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: "Can’t find server name for address 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. Which two 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 IP address already exists on another computer". Which two steps will quickly obtain a new IP address from 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 address previously 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 connectivity with a remote site. Which type of address is shown in the highlighted line of the tracert command output 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 select to 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 the refurbished computers perform significantly worse than the original networked computers performed with applications that require the transfer of data over the network. What should the company technicians do?#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 the publisher. The author uses the correct username and password, but the transfer fails. What is the most 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 Add Printer 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. A message 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 is unable 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 used as 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 website form 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 actions could 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 the e-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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1 A computer user cannot access the Internet. A technician, attempting to resolve the problem, can ping the proxy server, but Internet access is still denied. What is the problem?#The computer browser proxy server settings are wrong.

2 What are two features of Windows Vista Backup? (Choose two.)#The backup files can be saved to another connected computer or server.#The backup files have an extension of .bkf and a maximum uncompressed file size of 200 MB.

3 On a computer in the lab, a student can access e-mail. However, from a laptop that is owned by the student, the wireless connection to the e-mail server fails. What is the problem?#Windows Firewall is blocking the port that is used by the e-mail application.

4 A network administrator has noticed that users without administrative rights are installing unauthorized applications on the Windows Vista computers. What could the administrator do to prevent the installation of these applications?#Enable the UAC function on the computers.

5 Windows XP should be updated on a regular basis. In which situation should automatic updates be disabled?#Users accessing the network using a dial-up connection need to control when the updates are downloaded and installed.

6 Which encryption technology provides secure tunnels?#VPN

7 A network technician has received several reports regarding missing and corrupted

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information on a company file server. Which course of action can the technician use to investigate any unauthorized network access?#Audit the event logs on the server to check for unauthorized network access.

8 A business has a policy to automatically update and run the antivirus software on all computers each day. When is the best time to perform this security maintenance?#awhen the computers are not being used

9 Refer to the exhibit. Which Firewall Settings tab would be used to allow an FTP connection through a Vista-based computer?#Advanced

10 Which simple wireless configuration technique can make the network invisible to unauthorized users?#Disable SSID broadcasting.

11 Which two file-level permissions allow a user to delete a file? (Choose two.)#modify#full control

12 Which two characteristics of network traffic are being monitored if a network technician configures the company firewall to operate as a packet filter? (Choose two.)#ports#protocols

13 Port triggering has been configured on a wireless router. Port 25 has been defined as the trigger 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

15 Which two advantages are attributed to a hardware firewall when compared to a software firewall? (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 file system that can use file-level permissions to secure confidential information. Which file system should be used by the technician?#NTFS

18 After a technician collects information from the computer, which two sources can provide the technician 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 is restarted, despite being reactivated each time the computer starts up. Further investigation by the technician shows that the Internet browser also displays an incorrect homepage. What is the probable cause of these problems?#The computer has been infected with spyware.

22 Which three physical security measures are employed to prevent security breaches and loss of data? (Choose three.)#conduit#card keysecurity guard

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

#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?#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 a wireless router?#MAC address filtering

26 A network administrator has moved encrypted files from one computer to another computer on the network and now the files are not encrypted. What does the administrator need to do to correct the 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 to individual subfolders to individuals. The administrator is having problems with all users being able to view 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 computer before 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 the changes. What could be a possible cause?#The administrator does not have the correct permissions to make the change.

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Final Exam for ch 1-10 - IT Essentials: PC Hardware and Software (Version 4.1)

1 A computer user buys a low priced replacement monitor but finds that there is a lot of flicker. The flicker makes the monitor unusable. Which characteristic of a monitor needs to be considered to ensure flicker-free viewing?#refresh rate

2 When analyzing a protocol used on the network, it is discovered that multicast messages are being sent to network devices. Which class of IP addressing is being used to send these messages?#D

3 A technician notices that a data floppy disk is in the floppy disk drive of a computer when it is powered on. Which error message could this potentially cause?#invalid system disk

4 What characterizes spoofing?#Making data appear to come from a source other than the actual source.

5 When a Windows XP computer has completed the POST for each adapter card that has a BIOS, what is the next step during the boot sequence?#BIOS reads the MBR.

6 When calculating the total cost of ownership of a printer it is necessary to consider the cost of the consumables. Which two consumables are associated with an inkjet printer? (Choose two.)#ink cartridge#paper

7 Which protocol adds security to remote connections?

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#SSH

8 What is the purpose of an IRQ?#Request information from the CPU.

9 A wireless LAN is being deployed inside the new park ranger, one room office that is located at the highest part of the national park. When the testing was completed, the technicians reported that occasionally, the wireless LAN signal is affected by some type of interference. What are two possible causes of the signal distortion? (Choose two.)#the number of wireless devices that are used in the wireless LAN#the large number of trees that surround the office

10 When installing a service pack or security patches on an operating system, what should be done to protect the system in the event of a faulty or aborted installation?#Create a restore point.

11 A technician is asked to wire a network that supports CSMA/CD. Which architecture and physical topology should the technician use for supporting this access control method?#Ethernet and Star

12 What is the best way to fully ensure that data is unable to be recovered from a hard drive?#shattering the hard drive platters with a hammer

13 A technician is asked to configure the time the system must be idle before the hard disk spins down on all the Windows-based laptops in the company. The technician configured the power options in Windows but it appears to have no effect. Where should the technician look to enable power management?#System Registry

14 A printer has a paper jam. An impatient user has sent multiple print jobs of the same document to this printer. What can be done to remove these print jobs?#Cancel the jobs in the printer queue.

15 ABC Inc. decided to integrate redundancy by connecting multiple hard disks to duplicate the information they store. Which type of adapter will need to be installed on the servers to accomplish the desired redundancy?#RAID adapter

16 A call center technician has asked a customer to perform a simple operation to fix a problem on a computer. The customer seems unable to perform the task. What should the technician do?#Determine whether the customer would prefer to receive the instructions in another form, such as e-mailed, illustrated written instructions.

17 Which two technologies enable printers to be accessed by multiple network users? (Choose two.)#Wi-Fi#Ethernet

18 A user reports that a printer is printing unknown characters on documents. What is a possible solution to this issue?#Uninstall and reinstall the printer driver.

19 Which network device uses a MAC address table to segment the network?#router

20 A technician needs to configure the hard drive on a computer so that there appears to be one drive for the operating system and four drives for data from different applications. How can the hard drive be configured to provide this perception?#Create one primary partition and one logical partition with four logical drives within it.

21 A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?#The technician interrupted a number of times to ask questions.

22 A technician is troubleshooting a user complaint that a printer is not printing a report. Which step is one of the first that the technician should take?#Check the Device Manager on the user computer for hardware problems.

23 Which Registry file contains information about all software that is installed on a Windows XP computer?#HKEY_LOCAL_MACHINE

24 A hacker is detected using commonly available wireless hacking tools to access encrypted wireless network communication. Which resolution would prevent this action?

#Change the SSID that is being used on the wireless network.

25 Which two general precautions should be taken before replacing any non-hot-swappable laptop component? (Choose two.)#Disconnect the power cord.#Remove any batteries.

26 Which power mode should be used by a laptop so that all the data is saved, all the applications the user was working on are left open, and there is no power used by the laptop?#Hibernate

27 What is the purpose of SCSI and RAID adapters?#to connect storage devices such as hard disk drives to a PC

28 Which network protocol is used to automatically assign an IP address to a computer on a network?#DHCP

29 A customer used the convert.exe utility to take advantage of NTFS security features. The customer later discovered that the application on the computer can only read FAT32 files. After the hard drive was formatted back to FAT32, the customer noticed all of the data files are missing. What should the customer do next?#Restore the data files that were backed up in preparation for the conversion.

30 Which two components normally require a laptop to be powered down and the battery removed before removing the components? (Choose two.)#internal hard drive#RAM

31 A customer reports that after using a computer for over a year, the computer now takes more time to access the files. Which management tool can be used first, before any other complex procedure?#defrag

32 A customer needs to purchase a new power supply for a computer. What must be considered when selecting an appropriate power supply?#The power supply has sufficient wattage to support all components inside the computer.

33 What is a benefit of using the USB or FireWire ports to connect peripherals to a laptop?#The peripherals can be plugged in and out without turning the laptop off.

34 A small business has used a high quality configurable flatbed scanner to scan a number of photographs to print as large posters. However, the quality of the images printed as posters is poor. What should the user do?#Increase the resolution of the scanner.

35 A user has been writing data to a USB flash memory drive. What should the user do before removing the device?#Click on the Safely Remove Hardware icon in the system tray then on the device.

36 A technician installed a network adapter in a computer and wants to test network connectivity. The ping command can only receive a response from local workstations. What could be causing the problem?#The default gateway is not set.

37 A technician is explaining the differences between inkjet printers and laser printers to a customer. Which two comparisons should the technician make? (Choose two.)#Inkjet printers are less expensive than laser printers.#The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper after printing.

38 A network administrator is troubleshooting a server that keeps crashing. While monitoring traffic to the server, the administrator notices repeated, larger than normal pings to the server. What is the name of this type of attack?#ping of death

39 A technician wants to create a new partition on a new additional hard drive. Which tool should be used?#Disk Management

40 Which two quick solutions are commonly recommended when a technician is troubleshooting a laptop? (Choose two.)#Reboot the laptop.#Disconnect the peripherals.

41 A company uses a single computer to receive and test all Windows updates. When the most recent update was installed, several programs failed. What is the first course of action that a technician should attempt to remove the update?#Run a System Restore from the last restore point.

42 A mobile training room uses a generator to power the PCs, servers, and printers. The company that runs the room upgraded the equipment but then found that when all the devices are powered up they become unreliable, with some PCs shutting down. What may cause this power problem?#The power consumption of all devices is too much for the electrical circuit that is provided.

43 When installing the Windows XP operating system, a technician is given a choice of file systems to use. If security is a requirement, which file system should be chosen?#NTFS

44 A technician has replaced a failing floppy drive. While testing the new drive, the technician notices that the floppy drive light remains lit constantly. What is most likely the cause of the problem?#The ribbon cable is installed incorrectly.

45 Which two types of connectors can be found on DVI cables? (Choose two.)

46 Which Windows tool should be run before upgrading the operating system?#Ntbackup

47 The technician has been asked to upgrade the printer driver for an old printer. What is the best source for a new driver?#manufacturer's website

48 Where can a user change the idle time after which a laptop will switch to standby mode?#Left-click Start > Control Panel > Power Options, then click the Power Schemes tab.

49 A home computer owner has a PC system that runs Windows XP. For security reasons

the owner has been using a limited local user account for a number of years. The owner wishes to install a new piece of software, but the user account does not have the necessary permissions. Which type of account does the owner need to use to install the new software?#administrator

50 A student enables file sharing on a laptop so that a friend can access music files. Which type of service is being configured?#peer-to-peer

51 What do the terms refresh rate, interlace, and aspect ratio explain?#image properties of a monitor

52 A technician wishes to boot a computer using a CD-ROM that contains a limited operating system and diagnostic utilities. Where would the technician set the boot order for the PC?#BIOS

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1. Refer to the exhibit. What type of device is highlighted in white?*touch pad

2. Refer to the exhibit. Which type of removable media is depicted?*flash drive

3. A user is experiencing slow print rates when printing files that contain large complex graphics. What could be done to improve performance?Change the printr cabling from paralel to serial

4. A technician has installed a new sound card in a PC but it is not operating correctly. Where should the technician look to investigate driver problems?*Device manager

5. Which type of power connector is used to connect devices such as optical drives and hard drives?*P8

6. A technician installed Windows XP on a 20 GB SCSI drive but when the computer is started a NTLDR error message is displayed. Based on this information which file was most likely corrupted during installation?*NTBOOTDD

7. Which program checks for installed hardware during the Windows XP boot process?*NTLDR

8. Which Registry file contains information about all software that is installed on a Windows XP computer?* HKEY_LOCAL_MACHINE

9. Which two security tasks should be included in a computer preventive maintenance plan?* an update of spyware removal tools* an update of antivirus scanner software

10. A customer is considering an inkjet printer to print batches of colored documents that will be immediately stacked and packaged for shipping. What advice should a technician

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give the customer?* Immediately after printing, the ink is wet

11. A technician is repairing Windows XP and wants to keep all of the application settings in the operating system. The technician is using the Repair XP option and has rebooted the computer. A message appears on the screen stating "Press any key to boot from the CD or DVD." What should the technician do?* The technician should ignore the message and allow XP to repair the operating system without deleting any of the applications

12. A technician has replaced a failing floppy drive. While testing the new drive, the technician notices that the floppy drive light remains lit constantly. What is most likely the cause of the problem?* The ribbon cable is installed incorrectly

13. A student wishes to buy a computer suitable for game playing. What CPU speed would be appropriate for game playing?*3 GHz

14. A customer requests advice about the type of storage device to use for 20 new computers. For which two conditions should SSDs be recommended as replacements for magnetic hard drives?* external flash drives that are required to be connected by USB* locations where redundant disks are required to appear as one logical disk to the operating system

15. A technician powers on a computer and opens a web page. A message that the web page could not be found appears. After checking the URL, the technician verifies that this is the problem that was reported by the computer owner. What would be the next step in the troubleshooting process for the technician*Verify the computer IP address information

16. What characterizes a DDoS attack?* Many hosts participate in a coordinated attack

17. Which two ports on a laptop allow connection or removal of external devices, such as hard drives or printers, without powering off the computer?* USB*VGA

18. What are two functions of a VPN gateway?*establish secure VPN connections* manage VPN tunnels

19. At which TCP/IP model layer would a MAC address be found?*network access

20. A technician wishes to boot a computer using a CD-ROM that contains a limited operating system and diagnostic utilities. Where would the technician set the boot order for the PC?*BIOS

21. A customer wants to produce video recordings to sell to the public. Which two types of media should be used to accomplish this type of recording?* DVD+/-R* BD-R

22. A customer complains that a scanner has suddenly stopped producing clear images. Which preventive maintenance task has the customer most likely forgotten to do?* visually inspect the scanner glass

23. A computer can access devices on the same network but can not access devices on other networks. What is the probable cause of this problem?* The computer has an invalid default gateway address

24. What is the best way to fully ensure that data is unable to be recovered from a hard drive?* formatting the drive

25. The current IP configuration of a small company is done manually and is time-consuming. Because of increased network growth, a technician needs a simpler way for IP configuration of workstations. Which service would simplify the workstation IP configuration task?* DHCP

26. Which network device uses a MAC address table to segment the network?*switch

27. Which type of standard interface allows users to connect and disconnect peripheral devices while the computer is running without having to restart?* PATA

28. A user believes that a data file on a Windows XP computer has been corrupted. Which utility can provide the best information about the data file?* CHKDSK

29. A customer is experiencing repeated paper jams on a laser printer. Which quick solution might correct this problem?*Power cycle the printer30. When a Windows XP computer has completed the POST for each adapter card that has a BIOS, what is the next step during the boot sequence?* BIOS reads the MBR

31. A customer is angry and calls to complain that the service scheduled on his computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?*Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer

32. Refer to the exhibit. Which two port types are shown in the graphic?*network*USB

33. Which power mode should be used by a laptop so that all the data is saved, all the applications the user was working on are left open, and there is no power used by the laptop?*hibernate

34.When starting a computer, a customer can no longer select two of the operating systems that are installed. Which file may be corrupted and causing this error*BOOT.INI

35. The technician has been asked to upgrade the printer driver for an old printer. What is the best source for a new driver?* manufacturer's website

36. A network specialist has been hired to install a network in a company that assembles airplane engines. Because of the nature of the business, the area is highly affected by electromagnetic noise. Which type of network media should be recommended?*UTP

37. In the event of a catastrophic system or hardware failure, which Windows XP utility provides a framework for saving and recovering the operating system?*System Restore (SR)

38. What guideline should be followed when establishing a password security policy?* An expiration period should be established so that passwords frequently change

39. A new application fails to install from a CD known to be virus-free and compatible with the operating system. What is a possible solution to this problem?* Run the installation application under Windows XP compatibility mode.

40. A user cannot log in to the network with a computer that worked yesterday. Other computers on the same network are working fine. Which troubleshooting process would be most logical to try first?* Use Device Manager to check for a resource conflict

41. A technician is explaining the differences between inkjet printers and laser printers to

a customer. Which two comparisons should the technician make?* Inkjet printers are less expensive than laser printers.* The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper after printing.

42. Which three tasks should a computer preventive maintenance plan contain?* the defragmentation of the hard drive* an update of antivirus and other protective software* an evaluation of the methods for gathering information about problems and the solutions to be implemented

43. A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?* Interrupt the customer and ask whether the customer would mind going on hold for a few minutes

44. What should always be done prior to replacing components that are not hot-swappable in a laptop?* Unplug the laptop and remove the battery

45. Which protocol adds security to remote connections*SSH

46. A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?* Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.

47. A technician is designing a hardware preventive maintenance plan for a company. Which strategy should be included in the plan?* Schedule and document routine maintenance tasks.

48. A technician is planning to convert a file system from FAT32 to NTFS. What step should be taken before doing the conversion?Create a complete system backup.

49. A technician is troubleshooting a computer that is experiencing hardware failure detected by the BIOS. What is one way this failure is indicated?* The computer emits a pattern of beeps indicating the failing device

50. A customer used the convert.exe utility to take advantage of NTFS security features. The customer later discovered that the application on the computer can only read FAT32 files. After the hard drive was formatted back to FAT32, the customer noticed all of the data files are missing. What should the customer do next?* Restore the data files that were backed up in preparation for the conversion

kunci jawaban cisco IT essential practice final exam 11-16

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1. What are two characteristics of the IEEE 1284 parallel interface standard?# The two available operative modes are EPP and ECP# Bi-directional communication is allowed

2. The corporate security policy states that all remote connections use only secure tunnels for transport of data. Which encryption technique secures data traveling across the public Internet as if it were traveling across the corporate LAN?# VPN

3. What are two problems that are caused by setting an incorrect boot order in the system BIOS?# The computer displays an "Invalid Boot Disk" error after POST# The computer displays a "Missing NTLDR" error after POST

4. A call center technician receives a call from a customer who wishes to add more memory to a laptop to increase graphics performance. Which type of memory should be installed?# RAM

5. The production manager of a small company is experiencing slow performance in a laptop. What should a technician try first in order to correct the problem?#Defragment the hard disk

6.Which safety precaution should an installer take when installing cable in the ceiling of a building?# Wear thick gloves to minimize damage to the cable

7. Several messages sent to the network administrator are reporting that access to a secure server using HTTPS is failing. After checking recent updates to the company firewall, the administrator learns that the firewall is blocking HTTPS. Which port should be opened to solve the problem?#22

8. Which action should be taken first if a card key is lost or stolen?#Disable the lost card key.

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9. Engineers are designing a security scheme to allow only authorized persons to access the facilities of a national bank. Which security control measure provides the most secure solution for employee identification?#biometric devices

10. Refer to the exhibit and consider the advertisement that is shown. Based on the advertisement, which statement is accurate regarding this motherboard?#The Intel Core i7 processor supports a maximum bus speed of 1600MHz

11. A technician has been asked to connect a new scanner to a computer. Which interface provides the fastest transfer of data?#USB 2.0

12. A technician has been asked to develop a physical topology for a network that provides a high level of redundancy. Which physical topology requires that every node is attached to every other node on the network#mesh

13. Which three ports should be left open to avoid filtering e-mail traffic?#25#143#212

14. What is the highest risk associated with improperly charged or mishandled batteries?#The battery can explode.

15. A network administrator has been informed about a problem with the network printer. What is the most reliable way to prevent print jobs from being added to the queue while the printer is being repaired?# Stop the print spooler

16. A Windows Vista computer does not display the thumbnail views of two windows that are currently minimized in the taskbar when the mouse pointer is placed over the appropriate tile on the taskbar. What is a possible solution to this problem?# Enable the Graphics Options "Tray Icon" in the Taskbar and Menu Properties window

17. Which Startup type must be selected for a service that should run each time the computer is booted?# automatic

18.The network manager decides to implement a simple security solution to the company WLANs. Which wireless security technique should the manager take to hide the WLAN id from any access point?# Disable the broadcast of the SSID on the access point

19. When upgrading a CPU what must be applied between the new CPU and the heat

sink/fan?# thermal compound

20. A technician is trying to explain USB 1.1 and USB 2.0 to a user in terms of speed. The user is having problems comparing the two standards based on the values expressed in Mbps. Which explanation can the technician use that will best describe the relationship?#USB 2.0 is forty times as fast as USB 1.1.

21. A technician is working on a laptop with a touchpad that fails to work. Which two actions can the technician take to try to repair the problem?# Enable the touchpad in the system BIOS# Ensure that the operating system has the correct driver for the touchpad

22. Which Windows hard drive partition is referred to as the C: drive?# the first primary partition

23. A computer has been relocated and all the cables reconnected. When the computer is powered on, the correct POST audio signals are heard and the hard drive LED shows disk activity. However, the monitor fails to display anything. What are two possible causes of this problem?# The monitor Power Scheme settings are incorrect.# The monitor cable connector is loose or disconnected because the retaining screws are missing

24. A technician has installed a third party utility that is used to manage a Windows XP computer. However, the utility is unable to startup automatically whenever the computer is started. What can the technician do to resolve this problem?#Change the startup type for the utility to Automatic in Services

25. Refer to the exhibit. What type of partition arrangement does this Windows XP computer have on its hard di#3 logical, 1 extended, 1 free space, 1 primary

26. Which two hazards are related to fiber optic installations?# glass splinters that can penetrate the skin# risk of explosion when installed close to combustible substances

27. Which interface can transfer data at a maximum speed of 480 Mbps?#USB 2.0

28. A company has a preventive maintenance policy that requires every computer have a new restore point created every six months. How can a technician create the restore point?#Go to Start > All Programs > Accessories > System Tools > System Restore > Create a restore point

29. For a default installation of Windows XP Professional, which two settings are customizable?#regional settings

30. Refer to the exhibit. Which utility has the IT department started on each computer?# Defragment

31. Refer to the exhibit. The IT department requested a new set of memory chips to upgrade the old laptops. A picture of the memory chip required is attached to the purchase order so the correct item can be bought. Which type of memory module is the IT department expecting to receive?# SODIMM

32. Which two characteristics describe a software firewall?# It typically protects only the computer it is installed on.# It uses the CPU in the host computer

33. Which feature is characteristic of the ntbackup command?# It can be executed from a batch file.

34. Which recommendation should be observed when replacing existing memory?# The new memory should be as fast or faster as the cache found in the processor.

35. Refer to the exhibit. Based on the information shown, which statement is true?# The only PC allowed on the wireless network is the one with the MAC address 00:05:4E:49:64:87

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