What is a recommended procedure to follow when cleaning computer components?

Hold cans of compressed air upright while spraying.

Use window cleaner on LCD screens.

Blow compressed air on cooling fans so that they will spin when dust is being removed.

Remove the CPU before cleaning.

During the process of testing a theory of several probable causes to a problem, which should be tested first?

those chosen by random selection

those the customer believes to be the most important

the most complex and difficult to diagnose

What is the preferred method to remove a disc from an optical drive that fails to eject the disc?

Insert a pin into the small hole on the front of the drive.

Send the drive to an authorized repair depot.

Remove the top of the drive enclosure.

Use a small screwdriver and pry the drive door open.

A customer reports that recently several files cannot be accessed. The service technician decides to check the hard disk status and the file system structure. The technician asks the customer if a backup has been performed on the disk and the customer replies that the backup was done a week ago to a different logical partition on the disk. What should the technician do before performing diagnostic procedures on the disk?

Back up the user data to a removable drive.

Install a new hard disk as the primary disk, then make the current disk a slave.

Perform file restore from the existing backup copy at the logical partition.

An employee reports that the antivirus software cannot obtain updates. The support technician notices that the license for the software has expired. The technician adds a new license to the software and completes the update service. What should the technician do next?

Run a full virus scan on the computer.

Download advanced antivirus software from another vendor.

Review the Event Viewer for the date and time that the last software update was performed.

Record the new license number in the log.

A web designer installed the latest video editing software and now notices that when the application loads, it responds slowly. Also the hard disk LED is constantly flashing when the application is in use. What is a solution to solve the performance problem?

replacing the hard disk with a faster model

replacing the video card with a model that has a DVI output

What is part of creating a preventive maintenance plan?

documenting the details and frequency of each maintenance task

performing a forensic audit of security breaches

A technician is performing hardware maintenance of PCs at a construction site. What task should the technician perform as part of a preventive maintenance plan?

Remove dust from intake fans. .

Develop and install forensic tracking software.

Perform an audit of all software that is installed.

Back up the data, reformat the hard drive, and reinstall the data

Which task should be part of a software maintenance routine?

Remove dust from the power supply.

Back up the data, reformat the hard drive, and reinstall the data.

Check for and secure any loose cables.

What is the purpose of documenting the information that is obtained from the customer in the work order?

to use the information to aid in solving the problem

to keep track of parts that are ordered

to create a centralized database of possible problems

to use the information for marketing purposes

During the troubleshooting of a PC that will not boot, it is suspected that the problem is with the RAM modules. The RAM modules are removed and put into another PC, which successfully powers on. The RAM modules are then put back into the original PC and it now successfully powers on as well. What was the most likely cause of the problem?

The RAM modules were not seated firmly.

The RAM modules did not match the PC specs.

The RAM modules were inserted backwards into the DIMM slots.

The RAM modules have bad blocks.

After a new PCIe video card is added, the computer seems to boot successfully but it will not display any video. The computer was working properly before the new video card was installed. What is the most likely cause of the problem?

The saved CMOS settings are set to use the built-in video adapter.

The PC does not have enough RAM to support the new video card.

The new video card is not compatible with the CPU in the PC.

A user has opened a ticket that indicates that the computer clock keeps losing the correct time. What is the most likely cause of the problem?

The CMOS battery is loose or failing.

The CPU needs to be overclocked.

The operating system needs to be patched.

The motherboard clocking crystal is damaged.

Which step of the six-step troubleshooting process is where a technician would ask the computer user to print a document on a newly installed printer?

Verify full system functionality and, if applicable, implement preventive measures.

Establish a theory of probable cause.

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

An employee reports that each time a workstation is started it locks up after about 5 minutes of use. What is the most likely cause of the problem?

The CPU experiences overheating.

The power supply fails to provide adequate voltage and current.

When starting a PC, you notice that the case cooling fan is not running and that none of the LEDs on the case are lit. What item should you check next?

Check the power from the wall outlet.

Attempt booting the system using a standard DOS boot disk.

Access the BIOS setup program and check for proper boot sequence

What should be done first before upgrading an operating system?

Install a new version of antivirus that is compatible with the new operating system upgrade.

You are unsure about what problem the customer is describing. What should you do next?

Ask pertinent questions until you understand the problem.

Ask the customer to repeat the description of the problem.

Ask the customer to use more technical terms to describe the problem.

Start running diagnostic programs. The problem will become apparent.

What is the best way to handle irate customers?

Remain calm and let them vent their frustrations.

Change the subject of the conversation to redirect their attention and focus.

Turn around and leave the area until the customer cools off.

Tune them out and concentrate on a subject you like.

What should you do when a customer annoys you with frivolous questions about their computer?

Be patient and try not to become too annoyed. Answer all questions even if they seem frivolous.

Be direct and let them know you do not like answering frivolous questions about computers. They will appreciate the honesty.

Tell the customer that you are sorry, but if they continue to ask questions using up your time, company policy states that you will need to charge them for your time.

Refer the customer to the local community college to get more computer training so they will have a better grasp of the basics.

What is the best way to verify a customer’s description of a problem?

Listen while the customer describes the problem and ask probing questions using nontechnical terminology to isolate and verify the problem.

Have the customer write the problem down and ask them to read it back to you.

Repeat the description of the problem word for word.

As soon as you understand what the problem might be, interrupt the customer and state the problem to the customer using technical terminology.

When dealing with a customer, sarcasm is appropriate ____.

Sarcasm is never appropriate when dealing with customers.

to complement a lighthearted situation.

to lighten up a tense situation.

when delivered by two or more persons at the same time.

Restating a customer problem will ____.

ensure you know what the customer is stating as a problem

provide a bond between you and the customer that cannot be broken

It will not accomplish anything.

It is most appropriate to yell at a client or customer when ____.

It is never appropriate to yell at a client or customer.

the client or customer is being overly aggressive

you have repeated instructions to the client or customer more than three times

A+ Computer Repair Review Ch 4

A computer Game

A computer system

How a Computer Works 4th & 5th

Chapter1: A Computer

How a Computer Works

Definition of Computer Games: A computer game is a game that is played on a computer. It is also played on a small portable piece of electronic equipment eg telephone or handset.

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