A+ Certification Study Questions, Hardware/Systems/Customer Service

Start Studying!

Terms

undefined, object

copy deck

A customer complains because he has been put on hold several times. What should you do? a) Apologize for the inconvenience b) Tell him you will find out who keeps putting him on hold c) Explain how busy everyone is d) Give him y: A customer complains because he has been put on hold several times. What should you do?

a) Apologize for the inconvenience
The power supply in the PC is excessively dirty. How would you clean it? a) A vacuum cleaner b) All purpose cleaner c) A damp cloth d) Compressed air: The power supply in the PC is excessively dirty. How would you clean it?

d) Compressed air
A hard drive should not be: a) parked and boxed when removed from the computer b) protected from magnetic devices c) defragmented and backed up at regular intervals d) formatted before removing from the computer: A hard drive should not be:

d) formatted before removing from the computer
What is the best method of cleaning a dusty PC keyboard? a) Remove the bezel and blow out the dust b) Remove the bezel and vacuum out the dust c) Flush out the dust with a mild liquid detergent d) Wipe out the dust with a wet cl: What is the best method of cleaning a dusty PC keyboard?

a) Remove the bezel and blow out the dust
What do you use to check for line-voltage sags? a) Polarity tester b) Line monitor c) LAN analyzer d) Breakout box: What do you use to check for line-voltage sags?

a) Polarity tester
Which of the following is most likely to cause a problem with an unprotected hard disk drive? a) A magnetic field from a large speaker b) X-ray from a nearby monitor c) Solar Winds d) RFI from a nearby TV: Which of the following is most likely to cause a problem with an unprotected hard disk drive?

a) A magnetic field from a large speaker
Which is not a reason why compressed air is preferred over vacuuming for cleaning dust from a circuit board? a) Compressed air can generally provide greater cleaning power b) Compressed air is less likely to cause ESD damage c) Compr: Which is not a reason why compressed air is preferred over vacuuming for cleaning dust from a circuit board?

c) Compressed air is less likely to spread dust
Which of the following is most likely to protect a personal computer system during an electrical storm? a) Totally disconnect all cables and power cords b) Use surge suppressers on all AC outlets c) Disconnect the line cords d): Which of the following is most likely to protect a personal computer system during an electrical storm?

a) Totally disconnect all cables and power cords
What do you use to check for line surges? a) Polarity tester b) Line analyzer c) LAN analyzer d) Breakout box: What do you use to check for line surges?

b) Line analyzer
Which of the following statements are true? Pick one: a) When not being used, a 5-1/4" disk should be kept in its protective sleeve b) A hard drive should be protected from high magnetic fields c) A surge suppresser can help to: Which of the following statements are true? Pick one:

e) All of the above
Which of the following should be used to clean the external plastic cabinets of computers and their peripherals? a) Acetone b) All purpose spray cleaner c) Damp cloth with a mild detergent d) Wet cloth with a mild detergent: Which of the following should be used to clean the external plastic cabinets of computers and their peripherals?

c) Damp cloth with a mild detergent
The purpose of a line analyzer is: Choose one: a) to warn of line surges b) to warn of line sags c) to warn of voltage spikes d) to power the computer during power failures: The purpose of a line analyzer is: Choose one:

c) to warn of voltage spikes
Which of the following would make a computer installation safer? a) An extension cord b) Extra long cables c) A switch box d) Surge suppressers: Which of the following would make a computer installation safer?

d) Surge suppressers
The hard drive makes a grinding noise. The cause is probably: a) HDI (Head-to-Disk Interface) b) a faulty SCSI connection c) a software crash d) a dirty read/write head: The hard drive makes a grinding noise. The cause is probably:

a) HDI (Head-to-Disk Interface)
During the POST, what does a single beep indicate? a) A hardware problem with the PC b) A problem with an application software package c) Normal operation of the PC d) A hardware problem with a peripheral: During the POST, what does a single beep indicate?

c) Normal operation of the PC
Which of the following is NOT considered to be a field replaceable unit (FRU)? a) CPU chip b) Co-processor c) SIMM d) Power supply regulator: Which of the following is NOT considered to be a field replaceable unit (FRU)?

d) Power supply regulator
During what process do you tell the PC the types of drives being used? a) CHKDSK b) POST c) SETUP d) PREP: During what process do you tell the PC the types of drives being used?

c) SETUP
Diagnostics indicate that you have several bad field replaceable units (FRUs). What do you do? a) Replace the motherboard b) Replace the indicated FRUs one at a time, rerunning the diagnostics after each replacement c) Replace all FR: Diagnostics indicate that you have several bad field replaceable units (FRUs). What do you do?

d) Investigate further to determine if the software is at fault
Which of the following would most likely result in the mouse pointer NOT being displayed when you switch from DOS applications to Windows applications? a) A faulty mouse b) A faulty serial interface c) Wrong mouse driver in the CONFI: Which of the following would most likely result in the mouse pointer NOT being displayed when you switch from DOS applications to Windows applications?

d) Wrong mouse driver in the SYSTEM.INI file
During what process do you tell the PC the amount of conventional or extended memory being used? a) SETUP b) POST c) Boot up d) PREP: During what process do you tell the PC the amount of conventional or extended memory being used?

a) SETUP
Which of the following is least likely to be a field replaceable unit? a) A board that plugs into the ISA bus b) A socketed integrated circuit c) A surface-mounted integrated circuit d) A battery: Which of the following is least likely to be a field replaceable unit?

c) A surface-mounted integrated circuit
Which of the following components will hold a charge even though power has been removed? a) Diode b) Transistor c) Capacitor d) Rectifier: Which of the following components will hold a charge even though power has been removed?

c) Capacitor
Which of the following components holds a charge after power has been removed? a) Diodes b) Rectifiers c) Capacitors d) Power transformers: Which of the following components holds a charge after power has been removed?

c) Capacitors
A multimeter is set up to DC, Ohms, and 20k. How would a good 4-ampere fuse measure? a) 0.00 b) 0.04 c) 0.40 d) 4.00: A multimeter is set up to DC, Ohms, and 20k. How would a good 4-ampere fuse measure?

a) 0.00
A multimeter is set up to DC, Ohms, and 20k. How would a bad 4-ampere fuse measure? a) 0.00 b) Infinitely high c) 0.04 d) 4.00: A multimeter is set up to DC, Ohms, and 20k. How would a bad 4-ampere fuse measure?

b) Infinitely high
The farad is the basic unit of measurement for: a) resistors b) inductors c) capacitors d) FETs: The farad is the basic unit of measurement for:

c) capacitors
A circuit board in a computer can be destroyed by voltages as low as: a) 100 volts b) 200 volts c) 1000 volts d) 30 volts: A circuit board in a computer can be destroyed by voltages as low as:

d) 30 volts
What should an ordinary household wall outlet measure? a) 12 volts DC b) 104-130 volts DC c) 104-130 volts AC d) 210-250 volts AC: What should an ordinary household wall outlet measure?

c) 104-130 volts AC
Which of the following can be caused by power source (electric company and building wiring) problems? Select one: a) Random memory errors b) Damaged components inside the computer c) Hard disk errors d) Computer occasionally loc: Which of the following can be caused by power source (electric company and building wiring) problems? Select one:

e) All of the above
Which of the following voltage levels would you not expect to find at the output of a typical personal computer power supply Choose one: a) +24 V b) +12 V c) +5 V d) -5 V e) -24 V: Which of the following voltage levels would you not expect to find at the output of a typical personal computer power supply? Choose one:

e) -24 V
Which of the following voltages is NOT normally present at the output of a personal computer power supply? a) +5 V b) -5 V c) +12 V d) -12 V e) 120 V: Which of the following voltages is NOT normally present at the output of a personal computer power supply?

e) 120 V
The wires coming from the power supply in a personal computer are color coded to specify their purpose. What color are the ground (or common) wires? a) Red b) Black c) Yellow d) Blue: The wires coming from the power supply in a personal computer are color coded to specify their purpose. What color are the ground (or common) wires?

b) Black
Ohms is the basic unit of measurement for: a) capacitors b) voltage c) current d) resistors: Ohms is the basic unit of measurement for:

d) resistors
What is the basic unit of measurement for resistors? a) Farads b) Ohms c) Amperes d) Volts: What is the basic unit of measurement for resistors?

b) Ohms
What voltage should you measure on the yellow wires coming from the power supply in a personal computer? a) +5 volts b) -5 volts c) +12 volts d) -12 volts: What voltage should you measure on the yellow wires coming from the power supply in a personal computer?

c) +12 volts
Which of the following best describes a standby power supply? a) It uses an isolation transformer to remove AC line noise b) It uses metal oxide varistors (MOVs) to protect against AC line spikes c) It consists of a battery connected: Which of the following best describes a standby power supply?

d) It consists of a battery connected between the AC line and the computer. The AC line simultaneously charges the battery and supplies power to the computer. When the AC line voltage is lost, the battery quickly switches so it, instead the AC line, powers the computer
What is the basic unit of measurement of capacitors? a) Farads b) Ohms c) Volts d) Amperes: What is the basic unit of measurement of capacitors?

a) Farads
Which of the following does not provide surge protection? a) A power conditioner b) A standby power supply (SPS) c) An uninterruptible power supply (UPS) d) A gas discharge tube: Which of the following does not provide surge protection?

b) A standby power supply (SPS)
The best uninterruptible power supplies (UPS) and standby power supplies (SPS) produce which of the following output waveforms? a) Sine waves b) Square waves c) Stairstep waves d) Sawtooth waves: The best uninterruptible power supplies (UPS) and standby power supplies (SPS) produce which of the following output waveforms?

a) Sine waves
Which of the following is the smallest power interruption that can cause memory errors or the computer to lock up? a) 1 second b) 1/200 second c) 10 seconds d) 1 minute: Which of the following is the smallest power interruption that can cause memory errors or the computer to lock up?

b) 1/200 second
If a power supply has "watts capacity" rating of 200, what does this mean? a) The power supply uses up 200 watts b) The power supply always produces 200 watts. Therefore, the load you attach must be able to use up this much powe: If a power supply has "watts capacity" rating of 200, what does this mean?

d) The power supply can provide up to 200 watts
When measuring an unknown voltage a) start with the meter set to its highest range b) remove power until the meter is connected to the circuited c) start with the meter set to its lowest range d) set the meter to the Ohms functi: When measuring an unknown voltage

a) start with the meter set to its highest range
When using an ohmmeter: a) remove power to the circuit before attaching the meter b) you must physically break the circuit to insert the ohmmeter c) connect the meter in series with the component being measured d) power must be: When using an ohmmeter:

a) remove power to the circuit before attaching the meter
Which of the following rules do not apply when using a multimeter? a) Resistance is measured with the ohmmeter with all circuit power off b) When measuring current or voltage, if you are unsure which range to use, start with the highest r: Which of the following rules do not apply when using a multimeter?

c) Current and voltage are measured across the component with the power applied
A new external modem does not work properly. Which of the following should be checked? Choose one: a) The connections of the RJ-11 cable b) The serial port settings c) The communications parameters such as speed, parity, data bits, a: A new external modem does not work properly. Which of the following should be checked? Choose one:

e) All of the above
The mouse works in MS-DOS but not in Windows 3.1. What do you do? a) Check for the proper mouse driver in the SYSTEM.INI file b) Check the jumpers on the motherboard c) Check for the proper mouse driver in CONFIG.SYS file d) Che: The mouse works in MS-DOS but not in Windows 3.1. What do you do?

a) Check for the proper mouse driver in the SYSTEM.INI file
You replaced your customer's motherboard. Before returning the unit to the customer, what should you do? a) Reload the application software b) Run SETUP c) Write the word "serviced" and the current date on the board with a: You replaced your customer's motherboard. Before returning the unit to the customer, what should you do?

b) Run SETUP
A customer calls with a printer problem. What information should you gather first? a) Company name, customer name, type of computer, type of printer, the time at which he can bring the product in for service b) Customer name, Company name: A customer calls with a printer problem. What information should you gather first?

b) Customer name, Company name, type of printer, nature of the problem
A customer calls and tells you that the cable you just sent him was defective. What do you do? a) Tell the customer to call the manufacturer b) Call the manufacturer for the customer c) Tell him you will replace it if he can prove th: A customer calls and tells you that the cable you just sent him was defective. What do you do?

d) Replace the cable
A customer complains that the company that manufactured his computer is incompetent. What do you tell him? a) Explain that you are not associated with that company b) Agree with him c) Ask him what he expects you to do about it: A customer complains that the company that manufactured his computer is incompetent. What do you tell him?

d) Inquire as to why he feels that way
You are giving directions to a customer on the phone. If the customer is having problems following your directions, what should you not do? a) Ask if there is someone else you could speak to b) End the call because he can't follow directi: You are giving directions to a customer on the phone. If the customer is having problems following your directions, what should you not do?

b) End the call because he can't follow directions
You replace a faulty motherboard. Before returning the computer to the customer, you should: a) run SETUP and setup the configuration b) review the customer's programs on the hard drive c) FORMAT the hard drive d) restore the cu: You replace a faulty motherboard. Before returning the computer to the customer, you should:

a) run SETUP and setup the configuration
A customer calls and says that his computer keeps dying. After taking the customer's name, what sequence of questions should you ask? a) Computer type, is the equipment under warranty, printer type, set up an appointment b) Computer type,: A customer calls and says that his computer keeps dying. After taking the customer's name, what sequence of questions should you ask?

b) Computer type, what the problem is, number of times it has occurred, set up an appointment
A customer calls and says that their Desktop Publishing System that was working fine yesterday will not perform certain functions today. Which of the following is the most appropriate question to ask? a) Did anyone make any changes in the soft: A customer calls and says that their Desktop Publishing System that was working fine yesterday will not perform certain functions today. Which of the following is the most appropriate question to ask?

a) Did anyone make any changes in the software or hardware between yesterday and today?
A customer complains that the printer you just returned after being serviced has a broken paper tray. What do you do? a) Order a new paper tray for the customer b) Explain that this will not affect the print quality in any way c) Ask: A customer complains that the printer you just returned after being serviced has a broken paper tray. What do you do?

a) Order a new paper tray for the customer
A customer calls and complains that the computer you just serviced is still not working properly. What do you do? a) Apologize and explain that it is a different problem than the one you repaired b) Explain that the customer did something: A customer calls and complains that the computer you just serviced is still not working properly. What do you do?

d) Offer to replace or re-service the computer
A customer calls and complains that the computer you just returned after being serviced is missing a power cord. What do you do? a) Explain that most any power cord she has will work. b) Order a new power cord from the manufacturer c: A customer calls and complains that the computer you just returned after being serviced is missing a power cord. What do you do?

b) Send out a replacement power cord
A customer complains that his laptop computer has lost the time and date information. What do you do? a) Tell him to recharge the battery and run SETUP b) Have him bring it in for repair c) Send someone out to pick up the unit for re: A customer complains that his laptop computer has lost the time and date information. What do you do?

a) Tell him to recharge the battery and run SETUP
A customer calls with a question about how to make a change in the AUTOEXEC.BAT file. What do you do? a) Explain that this procedure will void the warrant b) Explain that this should be attempted only by a qualified service technician: A customer calls with a question about how to make a change in the AUTOEXEC.BAT file. What do you do?

d) Politely answer the question
Which of the following is least likely to be affected by a virus? a) Floppy disk b) Hard drive c) BIOS in ROM d) A file in RAM: Which of the following is least likely to be affected by a virus?

c) BIOS in ROM
A disgruntled customer is critical of the company that made his equipment, what do you do? a) Agree with him b) Quote statistics to the contrary c) Inquire as to why he feels that way and how you can help d) Tell him it is out o: A disgruntled customer is critical of the company that made his equipment, what do you do?

c) Inquire as to why he feels that way and how you can help
Computer viruses are most likely to be spread via: a) on-line services b) pirated games software c) licensed application programs d) licensed operating systems: Computer viruses are most likely to be spread via:

b) pirated games software
Which of the following is not a recommended way to minimize damage caused by a computer virus? a) Frequently running a virus checker program b) Frequently formatting your hard drive c) Frequently backing up your data d) Avoiding: Which of the following is not a recommended way to minimize damage caused by a computer virus?

b) Frequently formatting your hard drive
A PC virus is least likely to attach itself to: a) a data file b) the boot sector of your hard disk c) a .COM file d) a .EXE file: A PC virus is least likely to attach itself to:

a) a data file
Which MS-DOS files are concerned with viruses? a) MSAV, VSAFE, and MWAV b) VER, CHKDSK, and SCAN c) SCANDISK and CHKVIR d) DMDRVR and FINDVIR: Which MS-DOS files are concerned with viruses?

a) MSAV, VSAFE, and MWAV
A virus is detected and successfully removed from a customer's PC. What additional action should be taken to prevent re-infection? a) Destroy all floppy disks that have been used recently on the PC b) Scan all floppy disks that have been: A virus is detected and successfully removed from a customer's PC. What additional action should be taken to prevent re-infection?

b) Scan all floppy disks that have been used recently on the PC
Which of the following files is most likely to harbor a virus? a) COMMAND.COM b) TEXTFILE.DOC c) SALES99.XLS d) IMAGE.BMP: Which of the following files is most likely to harbor a virus?

a) COMMAND.COM
Which of the following statements about PC viruses is not true? a) The PC is infected only if it boots (or attempts to boot) from an infected disk; or if it executes an infected program b) Viruses are not carried by PC data files c): Which of the following statements about PC viruses is not true?

d) The PC can not be infected by attempting to boot from a non-bootable floppy
A customer complains because he has been on hold for so long. What should you do? a) Explain how busy you are b) Give him your direct number c) Tell him the best time to call d) Apologize for the inconvenience: A customer complains because he has been on hold for so long. What should you do?

d) Apologize for the inconvenience
A customer complains because a technician did not return his call. What should you do? a) Find out who the technician was b) Explain that the technicians are overworked c) Apologize for the inconvenience d) Make an excuse for th: A customer complains because a technician did not return his call. What should you do?

c) Apologize for the inconvenience
What is the best ground to use when working on a personal computer? a) Chassis b) Common c) AC outlet ground d) Computer: What is the best ground to use when working on a personal computer?

c) AC outlet ground
When should you not wear a wrist band ground strap? a) When working on a disk drive b) When working on a CPU c) When working on memory d) When working around an exposed cathode ray tube (CRT).: When should you not wear a wrist band ground strap?

d) When working around an exposed cathode ray tube (CRT).
Once an IC is mounted on a circuit board it is: a) not susceptible to ESD damage if the board is not installed in the PC b) still susceptible to ESD damage c) not susceptible to ESD damage if the board is properly installed in the PC: Once an IC is mounted on a circuit board it is:

b) still susceptible to ESD damage
Which of the following could generate electrostatic voltages high enough to cause ESD damage? a) Combing your hair b) Walking across a carpeted floor c) Taking off your coat d) Any one of the above: Which of the following could generate electrostatic voltages high enough to cause ESD damage?

d) Any one of the above
When shipping a board from one place to another, to avoid ESD damage, the board should be: a) placed inside an anti-static bag b) grounded at all times c) kept in high humidity environment d) sprayed with antistatic spray before: When shipping a board from one place to another, to avoid ESD damage, the board should be:

a) placed inside an anti-static bag
When you use the computer chassis for ground, what should you do? a) Keep the line cord plugged into an AC outlet b) Disconnect the line cord c) Disconnect all test equipment from ground d) Do not wear a wristband ground strap: When you use the computer chassis for ground, what should you do?

a) Keep the line cord plugged into an AC outlet
Select the incorrect answer. Sometimes ESD damage: a) is not immediately apparent but may show up weeks after the ESD incident b) happens to ICs or circuit boards through improper handling c) will "toughen" the computer aga: Select the incorrect answer. Sometimes ESD damage:

c) will "toughen" the computer against future ESD damage
Which of the following techniques is the best way to prevent ESD damage? a) Wear a properly connected ESD wrist strap when you work on microcomputer equipment b) Work in a high humidity area c) Work in a non-carpeted area d) Han: Which of the following techniques is the best way to prevent ESD damage?

a) Wear a properly connected ESD wrist strap when you work on microcomputer equipment
Which of the following types of mat will reduce static electricity problems? a) Nylon b) Plastic c) Rubber d) Vinyl: Which of the following types of mat will reduce static electricity problems?

c) Rubber
Which of the following statements is false? a) You can feel any electrostatic discharge strong enough to damage an IC. b) An IC is still susceptible to ESD damage even when properly mounted on a circuit board c) ESD damage may not ca: Which of the following statements is false?

a) You can feel any electrostatic discharge strong enough to damage an IC.
Which is incorrect? An electrostatic potential too small to be felt by a human: a) may still be high enough to damage an IC b) cannot harm a properly installed IC c) may be caused by simply walking across a floor d) may damage a: Which is incorrect? An electrostatic potential too small to be felt by a human:

b) cannot harm a properly installed IC
Why is it important that you use AC outlet ground when working with computer equipment? a) It is easier to find than chassis ground b) It is more likely to be at the same potential as your body c) It is generally the most reliable ea: Why is it important that you use AC outlet ground when working with computer equipment?

c) It is generally the most reliable earth ground that is readily available
Why is it NOT a good idea to wear a wrist band ground strap when working around an exposed cathode ray tube (CRT)? a) A CRT is like a big capacitor b) A CRT maintains a high charge even when disconnected from the circuit c) Wearing a: Why is it NOT a good idea to wear a wrist band ground strap when working around an exposed cathode ray tube (CRT)?

d) All of the above
Which of the following devices will reduce the risk of ESD? a) Line analyzer b) Waveform generator c) Ion generator d) White noise generator: Which of the following devices will reduce the risk of ESD?

c) Ion generator
Which of the following semiconductors is most susceptible to electrical noise and ESD? a) TTL b) FET c) CMOS d) DTL: Which of the following semiconductors is most susceptible to electrical noise and ESD?

c) CMOS
Why should you keep the AC line cord plugged in if you are using the computer chassis as your source of ground? a) Because the computer must have power applied to safely swap components b) Because the computer must have power applied duri: Why should you keep the AC line cord plugged in if you are using the computer chassis as your source of ground?

b) To ensure that the computer chassis is at earth ground
An integrated circuit can be destroyed by a voltage as low as: a) 30 volts b) 100 volts c) 200 volts d) 1000 volts: An integrated circuit can be destroyed by a voltage as low as:

a) 30 volts
A wrist grounding strap contains a: a) resistor b) capacitor c) transistor d) diode: A wrist grounding strap contains a:

a) resistor
Why is a CMOS memory chip more susceptible to ESD damage than its earlier TTL counterpart? a) The CMOS chip uses a higher voltage b) The dimensions of the transistors in CMOS are much smaller c) Field effect transistors are imperviou: Why is a CMOS memory chip more susceptible to ESD damage than its earlier TTL counterpart?

b) The dimensions of the transistors in CMOS are much smaller
Which of the following devices will NOT reduce the risk of ESD damage? a) A humidifier b) An ion generator c) A grounded wrist strap d) A line analyzer: Which of the following devices will NOT reduce the risk of ESD damage?

d) A line analyzer
When shipping a circuit board from one place to another, you should first place the board in a(n): a) vinyl container b) plastic foam container c) shielded container d) antistatic container: When shipping a circuit board from one place to another, you should first place the board in a(n):

d) antistatic container
When you work with solid-state devices, which of the following may help prevent ESD damage? Choose one: a) Wear a properly connected ESD wrist strap b) Use conductive work surface and anti-static floor mats c) Handle circuit boards o: When you work with solid-state devices, which of the following may help prevent ESD damage? Choose one:

e) All of the above
Which of the following statements is true? a) Liberal use of anti-static spray is the best way to prevent ESD damage b) Because of the possibility of ESD damage, you should not work on the computer during periods of high humidity c): Which of the following statements is true?

c) ESD damage is a leading cause of hardware failure during the shipping, handling, and installation of printed circuit boards and ICs
Why does a ground strap often include a resistor in the grounding path? a) To limit the current to a safe level should the wearer experience an electrical shock b) To speed up the discharge of static electricity c) To reduce the amou: Why does a ground strap often include a resistor in the grounding path?

a) To limit the current to a safe level should the wearer experience an electrical shock
Using the computer chassis as a ground is most effective when: a) the cover is removed from the computer b) the computer is still plugged into the AC outlet c) the computer is unplugged from the AC outlet d) you are not wearing: Using the computer chassis as a ground is most effective when:

b) the computer is still plugged into the AC outlet

Start Studying!

Deck Info

Number of cards 95