A+ Chapters 1 - 4

If you determine an application error your users are receiving can be fixed by applying an application update from the manufacturer, you should go ahead and do that.

• True
• False

In which troubleshooting step are manufacturer Web sites and technical support forums helpful? Choose the best response.

• Identifying the problem.
• Establishing a theory of probable cause.
• Testing the theory to determine cause.
• Establishing a plan of action to resolve the problem and implement the solution.
• Verifying full system functionality.

The user who first reported a problem is often the best person to verify that it's fixed.

• True

• False

Which safety device is used to protect sensitive components from electrostatic discharge during transport and storage?

• Antistatic bags
• ESD straps
• ESD mats
• Self-grounding

Which class of fire extinguishers is used on electrical fires?

• Class A
• Class B
• Class C
• Class D

Which items can cause soil and water contamination if they are sent to a landfill?

• Batteries

• CRTs

• Magnetic tapes

• Toner cartridges

Which of the following are appropriate addresses for a customer?

• Buddy
• Dr. Smith
• Jimmy
• Ms. Jenkins

An end user has reported a system problem and you're trying to figure out its cause. Which of the following pieces of advice would be a mistake?

• Allow the customer to explain the problem fully at first, only asking questions for clarification.
• Always use detailed technical language when asking for clarifying information.
• Speak clearly, with an even tone, and loud enough to be heard.
• While listening to the customer's description, take notes and nod without interrupting.

Personally identifiable information includes which of the following?

• Address
• Name
• Names of co-workers
• Phone number
• All of the above

Which of the following components directly installed on the motherboard is replaceable?

• A RAM slot
• A 24-pin ATX power supply connection
• A CMOS battery
• A fan connector