PC Repair and Diagnostics
Exam Answer Key
Course Introduction
This course provides an in-depth introduction to the fundamental concepts and practical skills required to troubleshoot, repair, and maintain personal computers. Students will explore hardware components, system assembly, BIOS configuration, operating system installation, and common diagnostic techniques. Emphasis is placed on identifying hardware and software issues, replacing faulty parts, upgrading systems, and using diagnostic tools to resolve problems. Upon completion, students will be prepared to perform basic PC repairs and diagnostics in a home or entry-level professional setting.
Recommended Textbook
A+ Guide to IT Technical Support Hardware and Software 9th Edition by Jean Andrews
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Page 2
Chapter 1: First Look at Computer Parts and Tools
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Sample Questions
Q1) What general-purpose tool can measure characteristics of electricity in a variety of devices?
A) loopback plug
B) POST card
C) multimeter
D) cable tester
Answer: C
Q2) What is the POST (power-on self test), and what can be done to troubleshoot this process?
Answer: The POST is a series of tests performed by the startup UEFI/BIOS when you first turn on a computer. These tests determine if startup UEFI/BIOS can communicate correctly with essential hardware components required for a successful boot. If you have a problem that prevents the computer from booting that you suspect is related to hardware, you can install a POST card in an expansion slot on the motherboard. For laptops, some cards install in a USB port. Then attempt to boot. The card monitors the boot process and reports errors, usually as coded numbers on a small LED panel on the card. You then look up the number online or in the documentation that accompanies the card to get more information about the error and its source.
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Chapter 2: Working Inside Desktops and Laptops
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Sample Questions
Q1) What diagnostic software is used by several manufacturers, and can run tests on keyboards, video, speakers, touchpad, optical drives, wireless LANs, motherboard, processor, ports, hard drive, and memory?
A) PC-Fixit
B) DiagNow
C) PC-Doctor
D) WinScan
Answer: C
Q2) controls power to the motherboard, must be connected to power the PC up.
A) Power SW
B) front panel header
C) Power LED +/-
D) HDD LED
E) spacer
F) Reset SW
G) ESD strap
H) ZIF connector
I) service manual
J) expansion slot
Answer: A
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Page 4
Chapter 3: All About Motherboards
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Sample Questions
Q1) What AMD socket uses the Steamroller architecture, providing an integrated graphics controller in the processor?
A) FM2+
B) FM2
C) FM1
D) AM3+
Answer: A
Q2) What type of bus does PCI Express use?
A) serial
B) virtual
C) parallel
D) logical
Answer: A
Q3) The first PCI bus has a 32-bit data path, supplied 5 V of power to an adapter card, and operated at what frequency?
A) 16 MHz
B) 33 MHz
C) 64 MHz
D) 88 MHz
Answer: B
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Chapter 4: Supporting Processors and Upgrading Memory
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Sample Questions
Q1) Multiple processors can be installed in a single processor housing.
A)True
B)False
Q2) What can a DIMM use to hold data and amplify a signal just before the data is written to the module?
A) EDO
B) registers
C) parity
D) CAS
Q3) What are the two names used by Intel and AMD respectively that refer to the Execute Disable Bit (EDB) technology?
A) Xtreme Security (XS)
B) eXecute Disable (XD)
C) Enhanced Virus Protection
D) BitStopper
Q4) After you have installed a processor, what should you do if you turn on the system and power comes on but you don't see any output on the screen and the system does not seem to be going through its normal boot procedure?
Q5) Describe the three levels of cache used by a processor.
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Chapter 5: Supporting the Power System and Troubleshooting Computers
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Sample Questions
Q1) What component of a motherboard is not considered to be a field replaceable unit?
A) processor
B) RAM
C) CMOS battery
D) chipset
Q2) What does a single beep or no beep imply during the startup of a computer?
A) a video problem
B) a memory error
C) all POST tests passed
D) a keyboard controller problem
Q3) What are the two highest heat producing components in a system?
A) hard drive
B) processor
C) CDROM drive
D) video card
Q4) What are three things you can do to solve an overheating problem?
Q5) Why should a power supply be rated about 30 percent higher than expected needs?
Q6) What causes a BSOD and how should you begin the troubleshooting process?
Q7) What are the FRUs on a motherboard?
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Chapter 6: Supporting Hard Drives and Other Storage
Devices
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Sample Questions
Q1) Which statement regarding the selection of a hard drive is accurate?
A) a faster spindle speed keeps the drive cooler but doesn't improve performance
B) PATA drives are backward compatible with SATA drives
C) USB drives are a good choice for fast internal drives
D) magnetic drives have larger capacity for the money than solid state drives
Q2) a type of volume that writes data to all physical disk members evenly for the purpose of improving performance
A) autodetection
B) fault tolerance
C) storage card
D) mirrored volume
E) NAND flash memory
F) WORM drive / cartridge
G) file system
H) spanning
I) striped volume
J) UDF
Q3) The 2.5" size hard drive is typically used in devices such as MP3 players.
A)True
B)False
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Chapter 7: Survey of Windows Features and Support Tools
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Q1) A utility that can be used to solve a failed network connection
A) gadget
B) System window
C) Desktop
D) Action Center
E) Compressed folder
F) Child directories
G) Network and Sharing center
H) OneDrive
I) Device drivers
J) Navigation pane
Q2) What GUI element is usually on the right side of the taskbar and displays open services?
A) status tray
B) display area
C) system tray
D) identification area
Q3) List the four functions of an operating system.
Q4) Describe the notification area.
Q5) . Describe the Control Panel window.
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Chapter 8: Installing Windows
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Q1) What important information is needed if you are installing an OEM version of Windows 7?
A) installation code
B) Receipt of purchase
C) OEM license
D) product key
Q2) A computer must have a DVD drive in order to install Windows 8.
A)True
B)False
Q3) What versions of Windows 8.1 are valid in-place upgrade paths for a computer that has Windows 7 Starter edition on it? (Choose all that apply.)
A) Windows 8.1
B) Windows 8.1 Pro
C) Windows 8.1 Enterprise
D) Windows 8.1 Ultimate
Q4) . Describe the zero-touch, high-volume deployment strategy for Windows.
Q5) Describe some advantages of a 64-bit versus 32-bit version of Windows.
Q6) Why might you not want to use all of the available space on a drive for a Windows installation?
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Chapter 9: Supporting I/O Devices
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Sample Questions
Q1) What is a biometric device, and how is it used?
Q2) the number of times a monitor screen is built or refreshed in one second
A) infrared (IR)
B) digitizer
C) dxdiag.exe
D) HDMI connector
E) OLED
F) projector
G) refresh rate
H) stylus
I) contrast ratio
J) ghost cursor
Q3) What two colored RCA connectors in a component video cable are used for audio?
A) red
B) blue
C) white
D) green
Q4) The official standard for USB interfaces is called IEEE 1394.
A)True
B)False
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Chapter 10: Maintaining Windows
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Q1) What partition is the bootable partition that startup BIOS turns to when searching for an operating system to start up on an MBR partitioned drive?
A) extended partition
B) startup partition
C) active partition
D) volume
Q2) the overall structure an OS uses to name, store, and organize files on a drive
A) Dynamic volumes
B) Virtual memory
C) Defragmenting
D) Backup
E) Mounted drive
F) Chkdsk utility
G) Pagefile.sys
H) Basic disk
I) restore points
J) file system
Q3) Describe the purpose of Pagefile.sys.
Q4) Discuss defragmenting as it applies to solid-state drives used in a Windows 7 system.
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Chapter 11: Optimizing Windows
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Sample Questions
Q1) What types of events are logged by Windows and can be viewed using the Event Viewer? (Choose all that apply).
A) Scheduled
B) Error
C) Warning
D) Information
Q2) The Windows shell is responsible for interacting with hardware.
A)True
B)False
Q3) can be set to launch a task or program at a future time, including at startup
A) Task Scheduler
B) Event Viewer
C) Windows ReadyBoost
D) Task Manager
E) Registry
F) kernel
G) shell
H) Computer Management
I) Service
J) HAL
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Chapter 12: Supporting Customers and Troubleshooting Windows
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Sample Questions
Q1) a program associated with a file extension
A) call tracking
B) Blue Screen of Death
C) System File Checker
D) escalate
E) Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32
Q2) What should you do if you cannot solve a problem that you are working on?
Q3) What are two valid steps in the six step troubleshooting method discussed in this chapter?
A) Boot to Safe Mode
B) Establish a Theory
C) Document outcomes
D) Reinstall Windows
Q4) Describe what you might do if you suspect a problem is caused by a corrupted Windows system file.
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Chapter 13: Troubleshooting Windows Startup
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Q1) As you work to solve a Windows problem, always choose the method that makes the most changes to the system as possible in order to rejuvenate the machine.
A)True
B)False
Q2) If you suspect corrupted system files are causing issues, what command can be run to search for and replace the corrupted files?
A) chkdsk /scannow
B) sfc /scannow
C) sfc /r
D) chkdsk /r
Q3) A hard boot takes more time than a soft boot.
A)True
B)False
Q4) The Advanced Boot Options menu appears when a user presses F8 as Windows is loading.
A)True
B)False
Q5) What is Windows RE and how can you use it?
Q6) Describe the Windows 8 refresh ability.
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Chapter 14: Connecting To and Setting Up a Network
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Q1) If a device does not receive an IP address from a DHCP server, the device may resort to what kind of IP address?
A) APIPA
B) random IP address
C) public IP address
D) dynamic IP address
Q2) The Remote Desktop and Remote Assistance applications utilize what port for remote access?
A) 22
B) 23
C) 110
D) 3389
Q3) What TCP port is utilized by an SSH server listening for connections?
A) 20
B) 21
C) 22
D) 23
Q4) The User Datagram Protocol (UDP) guarantees delivery of data to its destination.
A)True
B)False
Page 16
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Chapter 15: Supporting Network Hardware
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Sample Questions
Q1) 10Base5 cabling runs at speeds up to 1 Gbps and distances to 500 meters.
A)True
B)False
Q2) operates at 100 Mbps and uses STP or UTP cabling, rated CAT-5 or higher
A) broadband
B) throughput
C) ferrite clamp
D) latency
E) fast Ethernet
F) patch cable
G) STP
H) switch
I) repeater
J) DSL
Q3) Phone cords are a type of twisted-pair cable and use an RJ-45 connector.
A)True
B)False
Q4) What does the ping command do?
Q5) What are the differences between a hub and a switch?
Q6) What is the nslookup command, and what does it do?
Page 17
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Chapter 16: Supporting Mobile Operating Systems
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Sample Questions
Q1) What can you do if you want to obtain administrator privileges to an Android device?
A) delete the normal user account
B) logon as Admin
C) root the device
D) reboot into recovery mode
Q2) How are apps for iOS distributed?
Q3) an area where access to Wi-Fi Internet connectivity is made available, such as at a coffee shop, retail store, or airport
A) accelerometer
B) hotspot
C) gyroscope
D) iOS
E) Android
F) AirDrop
G) Handoff
H) IMSI
I) IMEI
J) Pairing
Q4) What is a VPN connection, and how can you create one on iOS?
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Chapter 17: Windows Resources on a Network
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Sample Questions
Q1) a method to control access to a shared folder and can be assigned to NTFS or FAT volumes
A) administrative shares
B) inherited permissions
C) Backup Operators
D) NTFS permissions
E) Power Users
F) share permissions
G) gpedit.msc
H) Remote Desktop Connection
I) Wake on LAN
J) ActiveX control
Q2) If you want to be able to power up a computer remotely, what feature should you use?
A) QoS
B) RDP
C) RemoteApp
D) Wake-on LAN
Q3) Define ActiveX control and explain why they might be unsafe.
Q4) Describe the difference between rights and permissions on a Windows OS.
Page 19
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Chapter 18: Security Strategies
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Q1) What methods exist to lock down a workstation running Windows, such as when stepping away from the screen? (Choose all that apply.)
A) press Ctrl+End and click Logon Screen
B) press Windows key + L
C) press Ctrl+Alt+Delete and click Lock this Computer
D) Press F1 and click Sleep
Q2) When an attacker presents a program or himself as someone else to obtain private information and pretends to be a legitimate website, network, FTP site, or person in a chat session, what type of attack is occurring?
A) rootkit
B) zombie
C) brute-force
D) man-in-the-middle
Q3) Describe file and folder encryption in Windows (not how you encrypt a file).
Q4) What statement is true regarding the Guest account in Windows 7?
A) it is disabled by default
B) it automatically has a complex password
C) you cannot rename it
D) it has administrative access
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Chapter 19: Supporting Printers and Customizing a System
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Q1) List three requirements for a high-end CAD/CAM workstation.
Q2) data sent to a printer without any formatting or processing
A) Home Theater PC
B) remote printing
C) Inkjet printer
D) Raw data
E) XPS file
F) Extension magnet brush
G) Laser printer
H) Impact printer
I) Bitmap
J) Calibration
Q3) List four things to try when troubleshooting poor print quality with an inkjet printer.
Q4) How do you stop and restart the Windows Print Spooler service?
Q5) If loose toner comes out with your printout, the fuser is not reaching the proper temperature and professional service is required.
A)True
B)False
Q6) Describe how an inkjet printer works.
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Chapter 20: Virtualization, Linux, and Mac OS X
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Q1) What command can be used to copy and convert files, directories, partitions, and even entire DVDs or hard drives?
A) copy
B) cp
C) dd
D) cat
Q2) What command lets you view the contents of a file?
A) cat
B) view
C) open
D) rm
Q3) In order to break out of a command or process on a terminal, what keys should you press?
A) ctrl+alt+del
B) ctrl+space
C) alt+del
D) ctrl+c
Q4) What is the terminal in Linux?
Q5) What is the Linux operating system?
Q6) What is the Boot Camp utility?
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