5.0 Hardware and Network Troubleshooting (Exam Objectives)

Multiple Choice

A user is trying to play a DVD on a projector. The user can hear the audio, however, the projector is showing an error message that states:

HDMI Blocked due to Copy Protection

Which of the following is the MOST likely cause an error?

• A. The HDMI cannot carry the signal from the DVD to the projector

• B. The user needs switch from HDMI to a cable standard such as DisplayPort.

• C. The projector does not support the necessary HDCP protocol.

• D. The user needs to enable cony-protected sources in the projector's settings.

Poll

A user is trying to play a DVD on a projector. The user can hear the audio; however, the projector is showing an error message that states: HDMI Blocked due to Copy Protection

Which of the following is the MOST likely cause of the error?

• A. The HDMI cannot carry the signal from the DVD to the projector.

• B. The user needs to switch from HDMI to a cable standard such as DisplayPort.

• C. The projector does not support the necessary HDCP protocol.

• D. The user needs to enable cony-protected sources in the projector's settings.

Multiple Choice

* A user submitted a support ticket that states all of the printouts from a laser printer appear to have double images imposed on them. A review of past printer support tickets shows that a maintenance kit has not been installed in more than a year. Which of the following printer consumables is MOST likely causing the issue?

• A. Separation pad

• B. Transfer roller

• C. Ink cartridge

• D. Fuser

Multiple Choice

A user, who is attempting to give a presentation via a projector in a conference room, reports that the projector has video but no audio. Which of the following will

MOST likely resolve the issue?

• A. Changing the input on the projector to VGA

• B. Changing the output on the PC to DVI

• C. Modifying the projector's refresh rate

• D. Utilizing an HDMI connection

Multiple Choice

An IT manager discovered that hundreds of pages of printed materials are being recycled each day because of the materials are left on the printer tray instead of being picked up by users. Which of the following would BEST prevent this waste?

• A. Send a friendly reminders to not print unnecessarily

• B. Enable duplex printing to reduce paper utilization

• C. Bill each department for the excess material cost.

• D. Require a code or badge before releasing a print job..

Multiple Choice

*A company just bought a printer capable of automatically printing on both sides of the paper. After installation, however, the technician can only print on both sides of the paper manually. Which of the following should the technician do to fix the issue?*

• A. Install the most recent firmware upgrade available for the printer.

• B. Contact the vendor for a hardware replacement.

• C. Reinstall the printer software and drivers, and then restart the printer.

• D. Read the installation manual and configure duplex settings

Multiple Choice

*A laptop has been returned for a screen repair. The owner insists the screen is broken, but occasionally a faded image is able to be seen in very bright settings on the desktop. Which of the following steps should the repair technician take FIRST?

• A. Replace the graphics card.

• B. Replace the screen, as the customer insists.

• C. Recommend the usage of an external display instead.

• D. Ensure the backlight is functioning as expected

Multiple Choice

A laptop PC user is reporting issues with the hard drive. A filesystem check shows that all files are accessible and the filesystem is clean. After the check, the PC still issues a hard drive error message. Which of the following is the MOST likely cause of the error?

• A. S.M.A.R.T. failure

• B. IOPS failure

• C. DIMM failure

• RAID failure

Multiple Choice

A user submitted a support ticket that states all of the printouts from a laser printer appear to have double images imposed on them. A review of past printer support tickets shows that a maintenance kit has not been installed in more than a year. Which of the following printer consumables is MOST likely causing the issue?

• A. Separation pad

• B. Transfer roller

• C. Ink cartridge

• D. Fuser

Multiple Select

A user reboots a machine. On rebooting, the user hears one beep, and then an error message is displayed. Which of the following are MOST likely causing the issue? (choose two)

• A. RAM issue

• B. Graphics card

• C. CPU

• D. Boot order

• USB flash drive

Multiple Choice

*A technician replaced a motherboard on a server, and now the 64-bit hypervisor is not is not loading correctly. Which of the following needs to be enabled for the hypervisor to run?

• A. Hardware prefetcher

• B. Hyperthreading

• C. vPro

• D. VT-d

Multiple Choice

A users mobile phone gets really hot to the touch and does not really retain the charge. the user also reports that the phone is very slow, especially while charging. Which of the following is MOST likely causing the symptoms?

• A. Broken charge report

• B. Digitizer failure

• C. CPU overheating

• D. Defective battery

Multiple Choice

A user contacts the help desk in reference to a failing thumbprint scanner. The user states the scanner was functioning correctly yesterday. Which of the following troubleshooting steps should be performed FIRST after the ticket has been filed?

• A. Inquire about possible changes.

• B. File a damage report.

• C. Requisition a new scanner.

• D. Attempt to clean the scanner.

Multiple Select

A technician receives several error alerts on a server after an unexpected reboot. a message states that one or more disks are in the degraded state. When the technician advances to the next error message, it indicates the OS is missing. Which of the following are the MOST likely causes of these errors? (Choose two.)

• A. Missing drives in the OS

• B. RAID failure

• C. Bootable device nto found

• D. Data loss

• E. Controller failure

Multiple Select

A user requested upgrades to a company-issued laptop to increase its performance while working with a large database stored on drive C: Which of the following tasks should a systems administrator complete to BEST meet this goal? (Choose two.)

• A. Configure RAID 1.

• B. Install a hybrid drive.

• C. Upgrade to 1GB NIC.

• D. Increase the RAM.

• E. Migrate to a SSD.

  F. Upgrade the power supply.

Multiple Choice

A user reports issues with a smartphone after dropping it. The icons on the screen all look normal, but when the user touches the email icon, for example, nothing happens. Which of the following is MOST likely the cause?

• A. Digitizer issues

• B. Overheating

• C. Broken screen

• D. Malware

Multiple Choice

A technician is tasked with upgrading a laptop's RAM. Which of the following steps should the technician take FIRST?

• a. Confirm that both the current and new memory are from the same brand.

• B. Run a diagnostic test on the current memory

• C. Verify the memory requirements of the motherboard

• D. Connect an electrostatic discharge strap

Multiple Choice

A technician is troubleshooting an old desktop system that shows a Windows BSOD or power off unexpectedly. all system temperatures are within normal limits. Which of the following should the technician do NEXT?

(5.1 BEST Practice Method)

• A. Visually inspect the motherboard capacitors

• B. Verify all case fans are operational

• C. Check that the BIOS version supports the installed CPU

• D. Compare the software requirements with the installed RAM.

Multiple Choice

A technician is troubleshooting intermittent fuzzy video on a computer using a VGA to DisplayPort adapter to connect to a monitor. The monitor with a VGA connector was previously working one for another user. The technician replaces the adapter; however, the issue persists. Which of the following should the technician do NEXT?

• A. Use another brand of VGA to DisplayPort adapter.

• B. Research the issue further and formulate a new hypothesis to test.

• C. Ask the user additional clarifying questions regarding the issue.

• D. Document the action taken and the outcome.

Multiple Choice

The help desk received a ticket regarding issues with a laser printer. The printer has had repairs previously for scanning issues. Currently, the printed text is not adhering properly to the paper. Which of the following should be replaced to resolve this issue?

• A. Fuser

• B. Waste container

• C. Roller

• D. Toner

Multiple Choice

A user reports the touch screen on an Android smartphone is not responding to any input. The technician has cleared the cache, restarted the phone, and ensured the phone is fully charged. The issue still persists. Which of the following should the technician replace on the phone to MOST likely resolve the issue?

• A. System on a chip

• B. Accelerometer

• C. Digitizer

• D. Gyroscope

Multiple Select

A user requested upgrades to a company-issued laptop to increase its performance while working with a large database stored on drive C: Which of the following tasks should a systems administrator complete to BEST meet this goal? (Choose two.)

• A. Configure RAID 1.

• B. Install a hybrid drive.

• C. Upgrade to 1GB NIC.

• D. Increase the RAM.

• E. Migrate to a SSD.

  F. Upgrade the power supply.

Multiple Choice

Which of the following is the SAFEST way to replace RAM on a server that has a redundant power supply?

• A. Unplug one power cable

• B. Verify the RAM temperature

• C. Utilize a grounding strap

• D. Replace the RAM while the server is running

Multiple Choice

A technician installed new firmware on the company's laser printers and has since been receiving multiple calls that information is garbled and looks like code. Only printers with the new firmware are having this issue. Which of the following steps should the technician complete NEXT?

• A. Change the language settings on the printers.

• B. Reboot all the machines having the issues.

• C. Reboot all the printers.

• D. Install an updated printer driver on the print server.

Multiple Choice

User attempted to install an application on a desktop, and the installation attempt failed. Technician compares these installation files to those on another user's machine and finds the files are different. Which of the following should the technician do NEXT?

• A. Attempt to reinstall the application.

• B. Verify the system functionality.

• C. Test the functionality of the antivirus.

• D. Complete the final report.

• E. Determine the source of the installation file.

Multiple Choice

A technician responds to a help desk ticket that indicates a user's workstation is not booting. The technician initially suspects a failed hard drive. The technician performs diagnostics and confirms the hard drive is fully operational. Which of the following steps should the technician complete NEXT?

• A. Reinstall the operating system.

• B. Configure a new RAID array.

• C. Report the status of the drive and close the ticket.

• D. Consider another possible cause of the issue.

• E. Restore the latest backup of the system.

Multiple Choice

A technician is troubleshooting a computer that is not completing POST and gets stuck at the manufacturer logo screen. All internal, removable parts have been disconnected and only the minimum parts necessary to POST were reconnected. However, the symptoms remain the same. Which of the following should the technician try NEXT?

• A. Test the RAM in different slots, one at a time.

• B. Remove and test the power supply.

• C. Replace the motherboard.

• D. Change the CMOS battery.

Multiple Choice

A help desk technician thinks a desktop PC has failed due to a defective power supply. Which of the following steps should the technician take NEXT?

• A. Inquire about environmental or infrastructure changes.

• B. Conduct external or internal research based on symptoms.

• C. Establish a plan of action to resolve the problem and implement the solution.

• D. Document the findings, actions, and outcomes.

Multiple Choice

**A user submitted a ticket to report an issue with a new printer that is no longer accepting new print jobs. The technician veri􀀁es the printer is on and notices the printer LCD screen has the following error message:

Paper Jam, Jam in Fuser.

Which of the following is the MOST efficient next step the technician should complete?

• A. Apply a maintenance kit to the printer.

• B. Check the printer paper path to locate any obstructions.

• C. Turn the printer on and off to see if the error clears.

• D. Replace the fuser.