ITE Chapter 6 Part 4

What is a common step that a technician can take to determine the cause of an operating system problem?

• Boot into Safe Mode to determine if the problem is driver related.

• Test the power supply.

• Document the time spent to resolve the problem.

• Check the fan connections and ensure the fan is working properly.

Which question is an open ended question that could be used when helping a customer troubleshoot a Windows problem?

• Can you boot the operating system?

• Have you changed your password recently?

• Do you get a login prompt when the computer boots?

• What programs have you installed recently?

A user reports that logging into the workstation fails after a display driver has been updated. The user insists that the password is typed in correctly. What is the most likely cause of the problem?

• The password has changed.

• The Caps Lock key is set to on.

• A display driver update failed.

• The display setting has changed after a driver update.

A user reports that a video editing program does not work properly after a sound mixing program is installed. The technician suspects that a compatibility issue might be the cause of the problem. What should the technician do to verify this theory?"

• Update Windows OS.

• Update the video editing software.

• Uninstall the sound mixing software.

• Check if an update of the sound mixing software is available.

A user reports to a technician that his computer freezes without any error messages. What are two probable causes? (Choose two.)

• An update has corrupted the operating system.

• A process is not using enough system resources.

• The power supply is failing.

• The MBR is corrupted.

• The boot order is not set correctly in BIOS.

A technician is trying to fix a Windows 7 computer that displays an "Invalid Boot Disk" error after POST. What is a possible cause of the error?

• The boot.ini file is corrupt.

• The ntldr.exe file is corrupt.

• The ntdetect.com file is corrupt.

• The boot order is not set correctly in the BIOS.

A help desk technician is talking to a user to clarify a technical problem that the user is having. What are two examples of open-ended questions that the technician might use to help determine the issue? (Choose two.)

• What happens when you try to access your files?

• What updates have you performed lately?

• Can you boot the operating system?

• Can you boot up in safe mode?

• Has anyone else used the computer recently?

A technician is having difficulty resolving what appears to be a Windows 7 problem. Previously documented known solutions did not work and neither Device Manager nor Event Viewer provided useful information. Which two actions should the technician try next? (Choose two.)

• Reinstall the operating system.

• Check any manuals that relate to the hardware and software.

• Check the Internet for possible solutions.

• Ask the customer for any idea about what may be wrong.

• Use the recovery CD to restore the operating system.

A user notices that a PC is running slowly and exhibits a delayed response to keyboard commands. What is a probable cause of this symptom?

• A recently installed device driver is incompatible with the boot controller.

• The video card does not support the resolution that is being used.

• A process is using most of the CPU resources.

• One or more program files have been deleted.

What would be the result of having a corrupt Master Boot Record?

• A new application will fail to install.

• The operating system will fail to start.

• The printer will function incorrectly.

• The keyboard will be unresponsive to the user.