A+ IT Technician 602 Test 1

1. You are onsite at a customer's location and realize you have forgotten your antistatic wrist strap. Which of the following is the best solution to your problem?
a. Tell the customer you have to run back to the office to pick up your wrist strap and you will return in an hour.
b. Proceed with your internal computer repairs. The odds are in your favor that you will not destroy anything with ESD.
c. Fashion an impromptu wrist strap from a spare Ethernet patch cord.
d. Plug the computer system unit into the wall outlet, and touch the outside of the internal power supply.

2. A customer places a service call that you are dispatched on. The customer requested the latest and greatest video card to go with the cutting-edge motherboard they recently had installed. Which of the following expansion buses is the customer most likely referring to?
a. PCI
b. PCIe
c. AGP
d. ISA

3. While working on a customer's computer in their office, the power supply shorts out and starts a fire. What should you do?
a. Use a nearby class-C fire extinguisher to put out the flame.
b. Do nothing. These types of fires play out rapidly with little or no peripheral damage.
c. Douse the fire with water from the nearby water cooler.
d. Use your can of compressed air to blow out the fire.

4. A user opened a trouble ticket after receiving a new hardened laptop. The complaint is that the user sees the End and Home keys but is unable to use them in the manner to which they are accustomed. What is the most likely issue with this service call?
a. The user must hold the Fn key while pressing these keys.
b. This particular model of keyboard does not use these keys in the same fashion as a standard laptop or computer keyboard.
c. To remain visually compatible with standard keyboards, these keys are present but not functional.
d. Number Lock is on and affects how these keys are used.

5. While servicing a laser printer, you suspect the problem lies with the laser. Eager to diagnose the problem and fix it, which of the following is the best method to quickly test your theory?
a. With the printer's case removed, watch for the laser to come on while the customer begins a print job.
b. Insert a flexible photometer into the feed mechanism, and watch the display for confirmation that light is found in its path.
c. Replace the EP cartridge, and print a test page.
d. Remove the EP cartridge, and look at the element to see if it has blown.

6. Which command-line utility is best to use to ascertain the failure point between source and destination of an IP network?
a. ping
b. nslookup
c. tracert
d. ipconfig

7. Which of the following items can be found in a substance's MSDS?
a. The chemical model for the substance
b. Personal protective equipment to use while handling the substance
c. Where the substance was shipped from
d. The number to call to arrange disposal of the substance

8. When you arrive onsite for a service call, the customer informs you that they attempted to upgrade their hard drive by using a new hard drive and an included utility to clone the old hard drive to the new one. Both drives are ATA and set for master, but the new drive does not show up when booting. Which of the following is most likely to fix the problem?
a. Inform the customer that you cannot have more than one such drive in the system at one tune, and then provide a quote for your time to back up the data on the original drive, install the operating system on the new drive, and restore the data to the new drive.
b. Inform the customer that you are not willing to work on a system that has been tampered with, and leave the premises.
c. Sell the customer a Y Molex connector, and provide power to the new drive.
d. Don't change the jumpers on the drives, but connect them both to the same controller on the motherboard.

9. You arrive on a service call after a customer has complained of a malfunctioning floppy drive. According to the user, they recently installed additional RAM. Ever since the installation, the light on the floppy drive remains lit, and the user is unable to access any of their diskettes. What is the most likely explanation for the problem?
a. More RAM has been installed than the system can support.
b. Apparently, the user's diskettes have been exposed to a magnetic field, because this is the normal operation of a floppy drive.
c. Diskettes are not meant to be inserted into a floppy drive.
d. While working inside the system unit, the user dislodged the data cable from the floppy and reinserted it upside down.

10. While you are finishing a service call, a customer asks if you have the appropriate memory modules with you to upgrade their laptop. Which two of the following might be the type of module that you need?
a. MicroDIMMs
b. SIMMs
c. RIMMs
d. SoDIMMs

11. A user complains of having heard noise coming from the inside of the computer recently, but not in the two days preceding your service call. You determine that the CPU fan was the source of the problem. Which of the following is the best way to handle the situation?
a. Replace the CPU fan.
b. Do nothing. No noise means no problem.
c. Solder the break in the CPU fan's electrical wire.
d. Remove the defective CPU fan so that the remaining heat sink can remove heat from the processor without obstruction.

12. A customer complains that their computer consistently runs for a little while and then shuts down on its own. Upon arriving, you begin your inspection of the system. Which of the following is most likely the culprit?
a. Multiple shallow dents in the system case
b. Clumps of dust on the back of the power-supply fan and chassis vent holes
c. A massive wad of cables behind the system and on the floor
d. Sticky keys indicating that something has been spilled in the keyboard

13. Upon arriving onsite for a service call involving a dead system, you discover that pressing the power button causes the power-supply fan to kick over but not begin to run. The system never boots. Which of the following is a likely cause?
a. The power cable is not completely plugged in on the power supply.
b. The power button is defective.
c. An adapter card has become partially seated.
d. The system partition on the hard drive is damaged.

14. While working inside a computer system, you drop a screw into the system unit. Which of the following is the best method of retrieving the screw?
a. Plastic tweezers
b. Static-resistant vacuum cleaner
c. Magnetic screwdriver
d. Your fingers

15. A customer's monitor has recently begun displaying odd colors, mostly purples and greens. Which of the following is the most likely cause?
a. One of the three cathode rays has stopped working.
b. The monitor needs to be degaussed.
c. The monitor's cable is not completely inserted into the video card's connector.
d. The wrong video driver is being used.

16. Which of the following commands, when executed using Start -> Run, causes the Command Prompt window to remain open after the ping executes?
a. ping www.google.com
b. cmd /k ping www.google.com
c. cmd /c ping www.google.com
d. cmd ping www.google.com

17. Which of the following is the best utility to use to rebuild a damaged partition when running Windows XP?
a. ASR
b. ERD
c. System Restore
d. Recovery Console

18. Which of the following is the best way to clean the screen of most monitors?
a. Spray the appropriate cleaning solution directly onto the screen, and then wipe dry with a soft, lint-free cloth.
b. Spray the appropriate cleaning solution onto a soft, lint-free cleaning cloth, and then wipe the screen with the dampened cloth.
c. Wipe the screen with a dry soft, lint-free cloth or one lightly dampened with clean water.
d. Spray the screen with compressed air.

19. A customer with whom your company has a service and maintenance contract has a workstation that is uniquely installed and desk-mounted. As a result, there is no place for you to connect your antistatic wrist strap when the computer is not connected to the wall outlet, which is inaccessible to you while performing service. What is the best way to handle the ESD issues with this workstation?
a. Wear rubber-soled shoes when working onsite for this customer.
b. Attach your wrist strap to the computer chassis anyway, to take advantage of the enormous electron sink that large amounts of metal provide.
c. Rub a fabric-softener sheet over your clothes before servicing the workstation.
d. Suggest that the customer purchase an antistatic bench-top computer mat to place under the computer.

20. At the end of a service call to repair a printer, the user tells you of another issue they are having with their scanner. Every time the user scans a file and then tries to use a specific application to open the file produced, they receive the message "This file cannot be used with this software." Only that software package has issues. What should you do?
a. Tell the user that this will be a new service call and they must open it separately and move to the bottom of the queue. Then leave, and wait to be dispatched on the new call.
b. Open the file with an image-editing application, and reduce the resolution or change the file type.
c. Return the scanner's software to its default settings.
d. Sell the user a new application that can use the file in the expected manner.

21. You have a software utility that is able to test a computer's ability to send and receive the proper signals on a standard serial interface. Not being able to control the device on the other end of the serial connection, what is the best way to make sure that both transmit and receive signals are available on the serial interface for the software to test?
a. Use a hardware loopback plug.
b. Disconnect the cable from the serial interface.
c. There is no need to do anything special. Utilities like this can control the equipment on the remote end to place them in a software loopback state.
d. Use a null-modem cable instead of the standard serial cable.

22. The read and write heads of floppy drives, tape drives, and optical disc drives, such as CD and DVD, can become dirty, obscuring their ability to function properly. Which of the following is the correct regular preventative maintenance to avoid such a problem?
a. Regular use of such drives keeps the heads clean and free of contaminants. If a drive has not been used recently and now produces errors, access the drive repeatedly until the data is read properly.
b. Use a cotton swab and rubbing alcohol to clean the heads.
c. Use a head-cleaning system designed for the drive being cleaned.
d. Execute the Head Clean utility in Windows on a regular basis.

23. Which of the following do surge protectors guard equipment from?
a. Direct lightning strikes
b. Voltage spikes in dirty power sources
c. Power lags and sags
d. Power loss

24. During a service call to install DSL for a client, a user requests that the internal analog modem be removed from their system. After removing the adapter, you search in vain for a blank bracket to go in its place. What should you do?
a. Temporarily cover the hole in the backplane with electrical tape until you can replace it with a bracket.
b. Unplug the adapter, but leave it in place to cover the hole.
c. Leave the hole open until you can return with a blank bracket.
d. Disable the card in the BIOS, and leave it installed.

25. A user complains that their system has started getting slower. You discover that their job entails the frequent creation of documents and presentations of various sizes and that for confidentiality reasons, once these data files are finalized, they are moved to a secure server and removed from the user's hard drive. What is the best solution to attempt to speed up the system again?
a. Search for files that the user forgot to delete after they were moved to the server and that are building up and slowing down the system.
b. Run the ASR utility.
c. Run System Restore.
d. Defragment the user's hard drive.

26. Which of the following TCP/IP protocols allows you to remotely configure an IP host that is set up to allow it?
a. SMTP
b. FTP
c. Telnet
d. DNS

27. While investigating the failure of a laptop's built-in LCD display, you discover that an external monitor works fine when connected to the VGA connector on the back of the laptop. Which of the following could cause this problem?
a. The external VGA connector is defective.
b. The inverter board is defective.
c. The operating system has been configured to display on the external monitor only.
d. The rectifier board is defective.

28. During a service call to diagnose a user's inability to access the network, you notice that the laptop with which the user is attempting access has no cable attached; the built-in wireless LAN antenna is turned off; and Bluetooth is enabled and working. Which of the following is the best start to resolving the issue?
a. You need to investigate the Bluetooth connection to the LAN, which should be providing access already.
b. A problem with the wireless LAN caused the antenna to turn off automatically.
c. A network cable needs to be attached to the NIC, or the wireless antenna needs to be enabled.
d. Stop and start the computer's workstation service.

29. Which of the following methods is the best way to remove a PC Card NIC from a laptop?
a. Double-click the Safely Remove Hardware icon in the System Tray, and then stop the device before unplugging it.
b. Hot-swappable devices like PC Cards should be unplugged like a cable to disconnect them from the system.
c. Use Device Manager to uninstall the driver for the device before unplugging it.
d. Use the switch on the PC Card to turn it off before unplugging it.

30. When you arrive onsite for a service call, you are forced to run an extension cord across an aisle with moderate traffic. You have confirmed that no cable guard is available offsite for temporary use. Which of the following is the best option?
a. Do nothing. Moderate traffic is not a case for special consideration because pedestrians are spaced apart to have enough time to see the cable before tripping over it.
b. Be vigilant, and warn each passerby about the hazard.
c. Make a trip to your office or a store, whichever is nearest, to procure a cable guard.
d. Secure the cable to the floor using duct tape.

31. On a service call to diagnose a laptop that will not stay powered up, which of the following is the least effective way to gather information about the problem?
a. Observe the LED on the AC adapter.
b. Swap the AC adapter with another one.
c. Remove the battery from the laptop.
d. Unplug all non power related cables and PC Cards from the laptop.

32. A user complains that their pen mouse has stopped working. Which of the following is the most probable cause of the problem?
a. The user is applying too much pressure to the tablet, which is confusing the driver.
b. The user's stylus is upside down.
c. The user is using the stylus from their PDA.
d. The user has stopped holding down the button on the stylus while moving the stylus around the tablet.

33. While onsite, you discover that the customer's power supply is defective. On closer inspection, you believe you have narrowed the problem to a fuse on the inside of the power supply. Which of the following is the best course of action to take?
a. To save the customer money, open the power supply, replace the fuse, and then test your solution.
b. Replace the power supply.
c. Bypass the circuit with the fuse on the outside of the power supply using a direct connection.
d. Tell the customer that you do not perform work on power supplies because of the inherent danger.

34. Before ending your service call to install a printer and a scanner for a client, and after documenting your progress and testing your work on the individual devices, what should you do?
a. Confirm that the two devices communicate properly with one another.
b. Make sure the operating system can access both devices.
c. Educate the primary user on how to use the new devices.
d. Configure the printer's PostScript driver.

35. In diagnosing a software issue with the functionality of a peripheral device, you discover that the driver for that device is two years old. Which of the following methods is the best way to upgrade the driver?
a. Use the original distribution disc for the operating system.
b. There is nothing for you to do. The latest driver is downloaded automatically when available.
c. Download the latest driver from the manufacturer's website.
d. Avoid the possibility of downloading a virus, and call the manufacturer to send you the latest driver by mail.

36. Which of the following commands reliably displays a listing of the files in the first-level folder named data on drive E: as well as all the folders and their files below it?
a. dir e:\data /s
b. dir e:data /s
c. dir e:\data /f
d. dir e:data /f

37. Which two of the following are reasons to use System Restore instead of Device Driver Roll Back?
a. You want to restore application settings as well as roll back to earlier drivers.
b. You want to restore user data as well as roll back to earlier drivers.
c. You want to be able to specify the destination of the restore in case you prefer certain content to be in a different location.
d. You are not sure which driver needs to be rolled back.

38. A user has been complaining that their battery gauge is not acting in a linear fashion. It shows that the LiIon battery has 98% of its charge left and that this equates to three and a half hours of run time; but after reaching about 50%, the laptop dies quickly, and the user's overall run time is never more than 90 minutes on a full charge. What can be done to improve this situation?
a. The battery must be placed in a deep-charge apparatus overnight to reverse the cell oxidation.
b. Nothing can be done short of a battery replacement.
c. This is the standard operation of LiIon batteries, and the situation cannot be rectified.
d. The battery needs to be calibrated.

39. Where is the best place to obtain firmware updates for computers and printers?
a. A local computer superstore
b. Through the Postal Service
c. The manufacturer's website
d. Via updates that are downloaded and installed automatically through Windows Update

40. Which of the following command-line commands allows you to open a text file and make changes to its contents?
a. TYPE
b. EDIT
c. OPEN
d. ALTER

41. The network administrator tells you that they would like to be able to encrypt files on a server but cannot do so. Which of the following command-line utilities may assist in resolving this problem?
a. There is no such utility. You can only encrypt network traffic, not files.
b. ENCRYPT
c. SECURE
d. CONVERT

42. The HP printer you have been sent to repair displays the message PERFORM USER MAINTENANCE. Which two of the following are most likely called for in this case?
a. Clear all paper jams.
b. Clean spilled toner out of the printer.
c. Install a maintenance kit.
d. Reset the page count.

43. A user claims to have restarted the Spooler service from the command line, but when you investigate from the Services snap-in, you notice that the Spooler service is not started. What command might the user have forgotten to issue to completely restart the spooler?
a. net start spooler
b. spooler /start
c. net spooler start
d. spooler restart

44. One of the departmental printers in your company has been seeing increased usage recently and does not appear to be up to the challenge. Complaints of slow printing and inefficient use of users' time are common. What can you do that is most likely to have the greatest positive effect on the problem?
a. Use compression to reduce the size of the print jobs.
b. Change the pickup and exit rollers to reduce slipping.
c. Add memory to the computers of each user who prints to that printer.
d. Add memory to the printer.

45. Which of the following gets you to the C:\level1\level2 directory when the currently logged directory is C:\level1\level2\level3\level4?
a. cd ..\..
b. cd .\.
c. cd ..
d. cd \..\..

46. Which protocol can be used as a layer of security between HTTP and TCP, creating HTTPS in the process?
a. IPSec
b. SSL
c. PPTP
d. L2TP

47. Which command would you use to begin a backup of the C: drive from the command line that backs up only files that were changed today, overwriting an existing file named todayback.bkf in the root directory of the D: drive?
a. backup C: /f "d:\todayback.bkf" /m daily
b. backup C: "d:\todayback.bkf" /v overwrite
c. ntbackup backup C: /f "d:\todayback.bkf" /m daily
d. ntbackup backup C: /f "d:\todayback.bkf" /v overwrite

48. Which of the following addresses is considered a public IP address?
a. 172.32.0.1
b. 172.17.0.1
c. 192.168.0.1
d. 10.0.0.1

49. After completing a memory upgrade from 256MB to 512MB in a client's laptop, you attempt to confirm that the upgrade was successful and that all memory in the system is accessible. You notice that all but 32MB of the total RAM installed is accessible by Windows. What is the most likely issue at play here?

a. The memory module you installed is defective.
b. The onboard video adapter uses shared memory.
c. The operating system does not report virtual memory in the total.
d. The operating system always reserves 32MB for non-application purposes.

50. Which TWO of the following are compatible enough that they commonly run over the same access points?
a. 802.11
b. 802.11a
c. 802.11b
d. 802.11g

51. Which of the following is not a reason to use a keyboard cover?
a. To reduce the chance of damage from liquid spills
b. To reduce the effect of dust build-up
c. To increase the precision of keystrokes
d. To reduce wear on the keys

52. Which of the following paths in Windows XP allows you to set Automatic Updates to automatically occur at 3:00 A.M. every day?
a. Control Panel -> Automatic Updates. Then, select the radio button for Automatic, and select Every Day and 3:00AM from the drop-downs.
b. Control Panel -> Administrative Tools> Automatic Updates. Then, select the radio button for Automatic, and select Every Day and 3:00AM from the drop-downs.
c. Start -> All Programs -> Automatic Updates. Then, select the radio button for Automatic, and select Every Day and 3:00AM from the drop-downs.
d. Control Panel -> Automatic Updates. Then, select the radio button for Download Updates, and select Every Day and 3:00AM from the drop-downs.

53. In Device Manager, what is the easiest way to find out which device is using IRQ5?
a. You have to double-click each device and click the Resources tab to observe the IRQ it is using until you find one that is using IRQ5.
b. Click View -> Devices by Connection, and find IRQ5 in the list.
c. Click View -> Resources by Type, and then expand Interrupt Request.
d. Click View -> Devices by Type, and find IRQ5 in the list.

54. Bob in accounting, and a few others around the company, have been complaining that they are occasionally unable to access a resource that is being shared on a Windows XP Professional system. Which of the following is the best solution to the problem?
a. Increase the user limit for the share from the default to a number that will cover all users who may simultaneously need the resource.
b. Place the share on a Windows Server 2003 system.
c. Add the affected users to the permissions list for the share.
d. Allow the Everyone group access to the share.

55. Upon entering the equipment room at a customer site, you find that a water pipe has apparently burst, and the room has about an inch of standing water on the floor. The equipment appears to be unaffected thus far, and the server you have come to work on still needs attention. What should you do?
a. Alert the network administrator, and do no work until the water is removed.
b. Unplug the server, and perform the required service.
c. Soak up the water around the server or use your antistatic vacuum to remove it before performing the necessary service.
d. Remove the server, and perform the necessary service in a dry area.

56. How do you terminate a non-responsive application in Task Manager?
a. On the Applications tab, right-click the application, and then click End Process Tree.
b. On the Processes tab, click the application, and then click the End Process button.
c. On the Applications tab, click the application, and then click the End Task button.
d. On the Applications tab, click the application, and then press the Backspace key.

57. Which TWO of the following paths can be followed to change the share permissions for a resource on a Windows XP Professional system?
a. Control Panel -> Shares -> Double-click share -> Share Permissions tab
b. Control Panel -> Administrative Tools -> Computer Management -> System Tools -> Shared Folders -> Shares -> Double-click share -> Share Permissions tab
c. Right-click shared folder -> Properties -> Sharing tab -> Permissions button
d. Right-click shared folder -> Properties -> Security tab

58. Which of the following is a reason to use REGEDT32 instead of REGEDIT?
a. You want to be able to view and edit all functions and data types in Windows 2000.
b. REGEDT32 is for use in 32-bit operating systems. REGEDIT is for use in 16-bit operating systems.
c. You want to import and export registration entry (.reg) files.
d. You want to be able to search the Registry in Windows 2000.

59. A customer in an electrically noisy environment complains that their Ethernet network is experiencing a large number of lost packets. Which of the following will have the most positive impact on this issue?
a. Replace copper cabling with fiber optic cabling.
b. Replace copper cabling with wireless components.
c. Replace twisted-pair cabling with coaxial cabling.
d. Replace Category 5 cabling with Category Se or 6 cabling.

60. How do you find the Settings button in System Properties that takes you to Performance Options so that you can adjust virtual memory?
a. Hardware tab -> Virtual Memory section
b. Advanced tab -> Virtual Memory section
c. Advanced tab -> Memory Usage section
d. Advanced tab -> Performance section


61. A user complains that every time they try to access a secure website, their browser stalls and then gives a client-side error message. Which of the following may correct the user's problem?
a. Reduce the browser's security level to the lowest possible setting.
b. Upgrade the browser to the latest version.
c. Configure the user's firewall to permit TCP port 443 traffic.
d. Turn off pop-up blocking on the browser.

62. A user has consistently backed up their data on an external hard drive using the ASR Wizard. Recently, the user accidentally destroyed the ASR-based backup set. They used a server share to store a manual backup set without using the ASR Wizard. During a service call, you are asked to recover a damaged partition using the resources mentioned above. How is this situation likely to turn out?
a. Not well. The ASR Wizard backs up only disk signatures as well as volume and partition information. If the backup set was not created at the same time with the ASR disk, the ASR process will not know it exists and will not be able to use it to restore the rest of the system.
b. Fine. Even though the backup set and the ASR disk were created at separate times, the ASR process allows you to specify where the backup set is located.
c. Fine. Once you run the ASR process, you can use the simplified installation of Windows to restore the latest backup set.
d. Fine. The ASR disk contains a highly compressed image of the user's applications and data.

63. What is the term for the commercial entity that connects subscribers to the World Wide Web?
a. Telco
b. DNS
c. ASP
d. ISP

64. A client has expressed concern over suspected unauthorized access to a particular network resource. You configure the potentially compromised server to audit access attempts to the resource. Where do you need to look later to check the results of your access audit?
a. The same place where you configured the audit
b. In the dialog accessed by the Permissions button found in the Sharing tab of the Properties dialog for the shared folder
c. In the System category of Event Viewer
d. In the Security category of Event Viewer

65. After installing a wireless network adapter in a Windows XP Professional computer system, you do not see an icon for the adapter in the System Tray. What's the best way to bring up a list of wireless networks in range of the adapter so you can begin the connection process?
a. Run the Wireless Network Setup Wizard in Control Panel.
b. Control Panel -> Network Connections -> Double-click the wireless adapter -> Click View Wireless Networks
c. Double-click My Network Places on the Desktop.
d. Control Panel -> Network Connections -> Right-click the wireless adapter -> Click Properties -> Check the box in the General tab labeled Show icon in notification area when connected.

66. Upon arriving at a client's location for a service call, you are informed that the user noticed their system acting strangely after making some changes. They rebooted and logged on a couple of times, but the system is still unstable. The user has no backup of the system, and now the system boots but fails to make it to the logon screen. Which of the following could you try in order to fix the problem?
a. Safe Mode and System Restore
b. Last known good configuration
c. ASR process
d. Device Driver Roll Back

67. While conducting a service call, you are interviewing the primary user of the problematic system. The user is a bit long-winded and seems to be saying the same thing over and over again. Which of the following is the best approach in this situation?
a. In order not to hurt the user's feelings and perhaps stress your relationship, politely interrupt and begin recounting the problem in more technical jargon so the user will realize you know what you're doing and let you get to work on the problem.
b. Actively listen to the user until they are comfortable that they have expressed the problem, and listen for additional information each time the user repeats something. Follow up with a brief synopsis that lets the user know you understand the issue.
c. In order not to affect the rest of your schedule, abruptly stop the user, and make it clear that you understand and need to get to work on the problem.
d. Interrupt the user, and recount the problem as you understand it in terms the user will understand so they are confident you know what is wrong and where to start.

68. When booting up in Windows XP, a user has recently started receiving the message Invalid system disk. Which of the following can possibly correct the problem?
a. Boot into Safe Mode, and perform a System Restore.
b. Use a boot diskette.
c. Change the boot order in the BIOS.
d. Restore the partition from a backup.

69. During an external customer service call in a building with very thin walls, you hear a manager on the phone discussing the impending termination of a couple of acquaintances of yours in the company. What should you do?
a. Inform the manager that you heard their side of the conversation.
b. Warn your friends about what you heard so they can begin making other plans.
c. Let your supervisor know what you heard so your supervisor can handle the breach in confidentiality.
d. Pretend that you never heard a thing, and carry on with the service call.

70. What is a recovery partition?
a. A partition that has been recovered by one or more utilities
b. A hidden partition accessible by a recovery CD
c. The mirrored copy of a partition that provides fault tolerance
d. A partition that holds deleted content for a configurable period of time to aid in recovering accidentally deleted data

71. While servicing a user's computer, their phone rings. You can tell from the caller identification that it is the user's supervisor's boss. You know that the user left their office to work on something else so they would not be in your way. What should you do?
a. Answer the call, and explain to the manager where the user is and that they are engaged in legitimate work.
b. Answer the call, and offer to take a message.
c. Let the call go to voicemail.
d. Pick up the receiver and put it back down, to buy the user a little more time to return before the manager calls back.

72. A user places a service call stating that their ink-jet printer has yellow ghosting around certain colored objects and that the spacing between horizontal lines is not consistent. Which of the following makes the most sense to try?
a. Calibrate the printer.
b. Change the print cartridges, especially the yellow one.
c. Replace the belt for the carriage assembly.
d. Clean the print cartridges.

73. A customer has attempted to install 20GB of RAM in a state-of-the-art dual-processor motherboard. You make a service call to investigate why the entire 20GB is not recognized by Windows XP Professional. Which of the following is the most likely cause of this problem?
a. Windows XP Professional can access only 4GB of RAM.
b. The wrong type of memory modules were used.
c. With that much memory, there is no need for virtual memory, which reduces the total amount of RAM that can be recognized.
d. Windows XP Professional cannot access multiple processors, which is throwing off the use of the RAM.

74. Which of the following has the greatest impact on reducing repeat calls for the same problem?
a. Document the problem and your resolution.
b. Be courteous to the customer, and listen actively.
c. Escalate the problem to someone with more expertise.
d. Test your solution.

75. You have a customer who is designing their IP addressing scheme. When asked how best to accommodate more IP hosts than the number of addresses they have, what should you suggest?
a. Static addressing
b. Dynamic addressing
c. Public addressing
d. APIPA

76. Which TCP/IP protocol or utility is instrumental in concealing a company's internal network addressing scheme from the Internet?
a. HTTPS
b. SSL
c. IPSec
d. NAT

77. Each of the following is required for an IP host to access the Internet except:
a. DNS severs address
b. Gateway
c. Subnet mask
d. IP address

78. All of the following TCP/IP protocols are related to e-mail except:
a. IMAP
b. HTTP
c. SMTP
d. P0P3

79. Which of the following technologies has the potential of delivering the highest bit rate for Internet access?
a. Broadband
b. LAN
c. ISDN
d. Dial-up

80. During a service call, the user explains that a common website that must be accessed to perform their job does not seem to display correctly and often shuts down Internet Explorer, asking if they want to report the error. Suspecting scripting issues and active content, you endeavor to disable scripting for the browser and try the website again. Where in Internet Options should you go to disable scripting?
a. Advanced tab -> Security section -> Uncheck Allow active content to run in files on My Computer
b. Privacy tab -> Advanced button -> Check Override automatic cookie handling -> Click Block for First-party Cookies and Third-party Cookies.
c. Security tab -> Custom Level button -> Scripting section -> Click Disable for Active scripting and Scripting of Java applets
d. Advanced tab -> Browsing section -> Check Disable Script Debugging (Internet Explorer)