Chapter 2

What should you avoid learning at all costs?

• Dependability

• Customer passwords

• Versatility

• Responsibility

Which one of the following is not an assertive fact-seeking question?

• When did it last work?

• Has software or hardware changed recently?

• What did you do to cause the problem?

• What applications were running when it locked up?

What do antistatic mats and wrist straps use to prevent anti-static charges from racing through devices?

• Extractors

• Resistors

• Potential depressors

• Multimeters

What is the first step of the troubleshooting theory?

• Identify the problem.

• Establish theory of probable cause.

• Test the theory.

• Verify full system functionality.

What action is always recommended before making any major changes to a critical system?

• Test your theory.

• Add more RAM.

• Make backups.

• Reboot using Low Resolution mode.

Which phrase best describes the process of asking questions once a person has described a situation?

• Respectful communication

• Sensitivity awareness

• Eliciting answers

• Showing versatility

Which device or appliance emits radio waves?

• Toaster

• Refrigerator

• Cordless drill

• Microwave oven

Which tool is generally included in a typical technician toolkit?

• Crescent wrench

• Hammer

• Measuring tape

• Parts retriever

What is the first step of the troubleshooting theory?

• Identify the problem.

• Establish theory of probable cause.

• Test the theory.

• Verify full system functionality.

If a theory is not confirmed during troubleshooting, what is the technician’s next step?

• Make changes

• Implement the solution

• Establish a new theory or escalate

• Verify full functionality