CompTIA A+ 902 (3)
- 1.
A user reports unexpected icons appearing on the desktop. The technician identifies that the symptoms point to a malware infection. Which of the following procedures would be performed NEXT?
- A.
Quarantine infected system
- B.
Schedule scans and run updates
- C.
Report the issue to the information security officer
- D.
Disable System Restore (in Windows)
- E.
Educate end user
Correct Answer
A. Quarantine infected systemExplanation
The next step after identifying a malware infection would be to quarantine the infected system. This involves isolating the infected system from the network and other devices to prevent the malware from spreading further. Quarantining the system also allows for further analysis and investigation to determine the extent of the infection and the necessary steps to remove the malware. It is an important step in containing and mitigating the effects of the malware on the network and other systems.Rate this question:
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- 2.
A user updates the video driver on the computer and it requests a restart after installation. The computer never gets past the loading Windows page without rebooting. Which of the following should the technician use to resolve this issue without losing any vital files or programs?
- A.
Emergency Repair Disk
- B.
Restore from OEM image
- C.
System Recovery
- D.
Restore from backup
Correct Answer
C. System RecoveryExplanation
The technician should use System Recovery to resolve the issue without losing any vital files or programs. System Recovery allows the computer to revert back to a previous state before the video driver update, which may be causing the issue. This will restore the computer's settings and configuration to a working state without affecting any files or programs.Rate this question:
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- 3.
A user is having issues with a Windows computer. Upon loading the operating system, several messages appear referring to a DLL file that cannot be found. Which of the following would be the BEST course of action for the technician to perform NEXT?
- A.
Copy the DLL file from a working PC and use the regsvr32 command to load the file
- B.
Run the Windows Update utility to manually reinstall the DLL file
- C.
Run the defrag utility to correct any fragmentation that may have damaged the file
- D.
Research the DLL file to identify the application it corresponds to before continuing
Correct Answer
D. Research the DLL file to identify the application it corresponds to before continuingExplanation
Researching the DLL file to identify the application it corresponds to before continuing is the best course of action because it will help the technician understand which application is causing the issue and find the appropriate solution. Simply copying the DLL file from a working PC and using the regsvr32 command may not solve the underlying problem. Running the Windows Update utility may not reinstall the specific DLL file needed. Running the defrag utility is unlikely to fix the issue related to a missing DLL file. Therefore, researching the DLL file is the most logical next step.Rate this question:
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- 4.
A user, Ann, receives a phone call from the company’s mail administrator who indicates her email account has been disabled due to high volumes of emails being sent in a very short period of time. Which of the following types of attack has the user experienced?
- A.
Virus infection
- B.
Man-in-the-middle attack
- C.
Phishing attack
- D.
Malware infection
Correct Answer
A. Virus infectionExplanation
The user has experienced a virus infection. This is indicated by the fact that her email account was disabled due to high volumes of emails being sent in a very short period of time. A virus can infect a user's computer and cause it to send out large amounts of spam emails without the user's knowledge or consent. This can result in the user's email account being disabled by the company's mail administrator to prevent further damage or inconvenience.Rate this question:
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- 5.
A mobile phone has started to respond slowly and erratically. The user has done a soft reset and the problem still exists. Which of the following is the BEST step the user can take to fix this problem?
- A.
Perform a force stop
- B.
Reset to factory default
- C.
Upgrade to a larger battery
- D.
Close running apps
Correct Answer
B. Reset to factory defaultExplanation
Performing a soft reset is a basic troubleshooting step to fix minor issues with a mobile phone. However, since the problem still persists after performing a soft reset, the best step the user can take is to reset the phone to factory default. This will restore the phone to its original settings, removing any software glitches or conflicts that may be causing the slow and erratic response. It is important to note that resetting to factory default will erase all data and settings on the phone, so it is advisable to backup important data before proceeding with this step.Rate this question:
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- 6.
A user reports browsing the Internet is slow and an icon with a picture of a person with a headset keeps asking them to “click here for help.” The user has clicked on the icon to try to resolve the slowness but all that happens is the computer redirects them to a website to purchase software. Which of the following should be performed FIRST to resolve the issue?
- A.
Create a restore point
- B.
Run O/S updates
- C.
Train the user of malicious software
- D.
Identify the type of malware
Correct Answer
D. Identify the type of malwareExplanation
The user's computer is likely infected with malware, which is causing the slow internet browsing and the redirection to a website to purchase software. By identifying the type of malware, the appropriate steps can be taken to remove it from the computer and resolve the issue.Rate this question:
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- 7.
A technician receives a call regarding a PC’s slow performance. The client states that most applications are slow to respond; boot up and shutdown take much longer than they used to. Hard drive diagnostics pass, but there are error messages in the event viewer stating that the file system is corrupt. Which of the following should the technician do NEXT?
- A.
Reload the OS using FAT32 instead of NTFS.
- B.
Change the disk from basic to dynamic
- C.
Run chkdsk with the /r switch and reboot the PC
- D.
Open the defrag utility and run a drive analysis.
Correct Answer
C. Run chkdsk with the /r switch and reboot the PCExplanation
The technician should run chkdsk with the /r switch and reboot the PC. The error messages in the event viewer indicating a corrupt file system suggest that there may be issues with the hard drive. Running chkdsk with the /r switch will scan for and repair any errors on the hard drive. Rebooting the PC after running chkdsk will ensure that any repaired files are properly loaded. This is the appropriate next step to address the slow performance and file system corruption.Rate this question:
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- 8.
A technician has just fixed a user’s PC and successfully removed a virus and malware from the machine. Which of the following is the LAST thing the technician should do?
- A.
Educate the user regarding Internet browsing best practices
- B.
Update the anti-malware software on the user’s PC
- C.
Schedule scans and run update
- D.
Enable system restore and create restore point
Correct Answer
A. Educate the user regarding Internet browsing best practicesExplanation
After successfully removing the virus and malware from the user's PC, the technician should prioritize educating the user regarding Internet browsing best practices. This is important because it will help the user understand how to avoid future infections and maintain a secure browsing experience. By providing the user with knowledge about safe browsing habits, such as avoiding suspicious websites and not clicking on unknown links or attachments, the technician can empower the user to take proactive measures in preventing future virus and malware infections.Rate this question:
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- 9.
Ann, a user, states that after installing an update on her iPhone, the WiFi starts to malfunction. The WiFi icon is displaying that it has connectivity but she is still unable to browse. Which of the following could be the issue?
- A.
PRAM needs to be reset
- B.
ICloud is corrupted
- C.
The router needs to be rebooted
- D.
The upgrade needs to be uninstalled
Correct Answer
A. PRAM needs to be resetExplanation
The PRAM (Parameter Random Access Memory) stores various settings on a Mac, including network settings. Resetting the PRAM can help resolve issues related to network connectivity. In this case, Ann's iPhone is experiencing WiFi connectivity problems after installing an update. Resetting the PRAM can potentially resolve any network settings conflicts caused by the update, allowing the WiFi to function properly again.Rate this question:
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- 10.
Joe, a user, returned yesterday from a trip where he utilized the GPS function of his mobile device. He now notices the battery is rapidly draining. Which of the following can Joe MOST likely do to resolve the issue without a loss of data?
- A.
Restart the mobile device.
- B.
Update the device’s firmware
- C.
Uninstall the GPS-enabled app
- D.
Readjust the location settings
Correct Answer
D. Readjust the location settingsExplanation
Joe can most likely resolve the issue of rapid battery draining by readjusting the location settings on his mobile device. This is because the GPS function uses a significant amount of battery power, and readjusting the location settings can help optimize the GPS usage and reduce battery consumption. By doing so, Joe can resolve the issue without losing any data.Rate this question:
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- 11.
Joe, a user, has connected a tablet to his personal mobile hotspot device in a public location for Internet access. The device display indicates there are two connections instead of just one. Which of the following actions can he perform to prevent this unauthorized access to the device immediately? (Select TWO).
- A.
Change the SSID to a different broadcast name
- B.
Add the intruding device to a blocked access list
- C.
Access the intruder’s device and shut it down
- D.
Shut down the device until the intruder is no longer in the area
- E.
Set up a WiFi analyzer to identify the intruding device
Correct Answer(s)
A. Change the SSID to a different broadcast name
B. Add the intruding device to a blocked access listExplanation
Joe can prevent unauthorized access to the device immediately by changing the SSID to a different broadcast name. This will make it difficult for the intruder to connect to the device. Additionally, he can add the intruding device to a blocked access list, which will prevent it from connecting to the device in the future. These actions will help ensure the security of Joe's personal mobile hotspot device and prevent unauthorized access.Rate this question:
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- 12.
Ann, a customer, reports that when she occasionally works in the office basement, her smartphone battery drains faster than normal and she has poor cellular reception. Which of the following is the reason for the fast battery drain?
- A.
Unpaired Bluetooth
- B.
Weak signal
- C.
Defective SD card
- D.
Malware
Correct Answer
B. Weak signalExplanation
The reason for the fast battery drain is a weak signal. When Ann is in the office basement, her smartphone is likely struggling to maintain a strong connection with the cellular network. As a result, the phone has to work harder to search for and maintain a signal, which drains the battery faster. Additionally, the weak signal also affects the cellular reception, resulting in poor network connectivity.Rate this question:
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- 13.
A technician suspects that a computer issue is caused by a failed NIC. Following the troubleshooting theory, which of the following is the NEXT step the technician should take?
- A.
Identify the problem
- B.
Document findings, actions and outcome
- C.
Verify full system functionality
- D.
Establish a theory of probable cause
- E.
Test the theory to determine cause
Correct Answer
E. Test the theory to determine causeExplanation
The technician should test the theory to determine the cause. This step involves conducting tests or experiments to confirm whether the failed NIC is indeed the cause of the computer issue. By testing the theory, the technician can gather more evidence and data to support their hypothesis and make an informed decision on how to proceed with resolving the problem.Rate this question:
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- 14.
Which of the following is the BEST license type to comply with end user licensing agreement (EULA) terms for commercial software used by multiple users in a corporate environment?
- A.
Commercial license
- B.
Enterprise license
- C.
Seat license
- D.
Open source license
Correct Answer
B. Enterprise licenseExplanation
The BEST license type to comply with end user licensing agreement (EULA) terms for commercial software used by multiple users in a corporate environment is an Enterprise license. This type of license is specifically designed for organizations and allows them to use the software across multiple users and devices within their corporate network. It typically includes additional features and benefits, such as centralized management and support for large-scale deployments, making it the most suitable option for commercial software in a corporate environment.Rate this question:
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- 15.
In preparation for an operating system upgrade, a technician is tasked with installing additional memory modules in a computer. Which of the following safety steps should be performed FIRST?
- A.
Use safety goggles
- B.
Remove jewelry
- C.
Put on an ESD strap
- D.
Disconnect power
Correct Answer
D. Disconnect powerExplanation
The first safety step that should be performed when installing additional memory modules in a computer is to disconnect the power. This is important to prevent any electrical shocks or damage to the computer components. By disconnecting the power, the technician ensures that there is no electricity flowing through the system, reducing the risk of accidents or damage. Once the power is disconnected, the technician can safely proceed with the installation process without any potential hazards.Rate this question:
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- 16.
Which of the following explains why it is important to secure Personally Identifiable Information (PII)?
- A.
So phishing attacks are not launched against employees of the organization.
- B.
So sensitive information, such as corporate passwords, is not stolen.
- C.
So man-in-the-middle attacks are not launched against the organization.
- D.
So sensitive information, such as social security numbers, is not stolen.
Correct Answer
D. So sensitive information, such as social security numbers, is not stolen.Explanation
Securing Personally Identifiable Information (PII) is important to prevent sensitive information, such as social security numbers, from being stolen. PII includes any data that can be used to identify an individual, and if it falls into the wrong hands, it can lead to identity theft and financial fraud. Protecting PII ensures the privacy and security of individuals, preventing potential harm and financial loss.Rate this question:
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- 17.
A customer calls the help desk to report an issue. The customer suggests that the problem is hardware related, but the technician knows from the description that this is not the case. Which of the following is the BEST course of action for the technician?
- A.
Follow the customer’s prescribed course of action
- B.
Convince the customer to take a better course of action to resolve the issue.
- C.
Explain why the customer’s prescribed course of action is incorrect.
- D.
Acknowledge the customer’s input, but follow another course of action.
Correct Answer
D. Acknowledge the customer’s input, but follow another course of action.Explanation
The technician should acknowledge the customer's input to show respect and empathy, but should also follow another course of action since they know from the description that the problem is not hardware related. By doing so, the technician can effectively address the issue and provide a solution that is more appropriate and relevant to the actual problem.Rate this question:
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- 18.
A customer has made several trouble calls to the help desk and is very irate. The technician that receives the call has learned that the issue has not yet been resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the technician do once the problem has been escalated?
- A.
Communicate status with customer and ensure successful call transfer
- B.
Remain on the line until the issue is resolved
- C.
Inform the customer that the issue cannot be resolved at this level
- D.
Tell customer that patience will be needed
Correct Answer
A. Communicate status with customer and ensure successful call transferExplanation
Once the problem has been escalated, the technician should communicate the status with the customer and ensure a successful call transfer. This is important to keep the customer updated about the progress of their issue and to ensure that their call is transferred to the appropriate person or department who can resolve the problem. By doing so, the technician is providing good customer service and ensuring that the customer's issue is being addressed effectively.Rate this question:
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- 19.
A customer is reporting a burning smell coming from a CRT monitor. Which of the following should be taken into consideration before attempting to resolve the customer’s issue?
- A.
Disconnect power before inspecting the CRT power supply
- B.
CRT monitors should be serviced by qualified personnel
- C.
Have compressed air available to clear out the debris
- D.
Wear safely goggles to protect from the cathodes
Correct Answer
B. CRT monitors should be serviced by qualified personnelExplanation
Before attempting to resolve the customer's issue of a burning smell coming from a CRT monitor, it is important to consider that CRT monitors should be serviced by qualified personnel. This implies that the issue may require technical expertise and specialized knowledge to diagnose and fix. It is crucial to avoid attempting any repairs or inspections without the necessary qualifications to ensure the safety of both the customer and the equipment.Rate this question:
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- 20.
A technician has purchased a new surge protector to protect equipment in the production environment. The surge protector’s features safeguard the connected equipment by directing surges to the:
- A.
Path of shortest conductance
- B.
Path of lowest inductance
- C.
Path of highest voltage
- D.
Path of least resistance
Correct Answer
D. Path of least resistanceExplanation
The surge protector's features are designed to direct surges to the path of least resistance. This means that when a surge occurs, the surge protector will provide a low-resistance pathway for the excess electrical energy to flow, effectively diverting it away from the connected equipment. By doing so, the surge protector helps to protect the equipment from potential damage caused by voltage spikes or surges.Rate this question:
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- 21.
A new help desk technician receives a trouble call from a user. The issue is something the technician has never encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the technician to:
- A.
Tell the customer the issue needs to be escalated to a higher tier technician.
- B.
Ask the customer if they would mind holding for no more than two minutes to check resources.
- C.
Tell the customer this is the first time encountering the issue and to please be patient.
- D.
Ask the customer to please hold while a senior technician is consulted regarding the issue.
Correct Answer
B. Ask the customer if they would mind holding for no more than two minutes to check resources.Explanation
The first course of action for the technician should be to ask the customer if they would mind holding for no more than two minutes to check resources. This is because the technician is unfamiliar with the issue and needs time to gather information and resources to effectively troubleshoot the problem. By asking the customer to hold, the technician can ensure that they have the necessary tools and knowledge to address the issue properly.Rate this question:
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- 22.
A technician is working on a home theater PC in a location where the electrical system may not be properly grounded. As the technician is finishing the installation, which of the following should the computer technician do before connecting a cable TV line to a TV tuner card?
- A.
Perform self-grounding
- B.
Unplug the computer power cable
- C.
Use an ESD strap
- D.
Require the electrical system be brought up to code
Correct Answer
B. Unplug the computer power cableExplanation
The technician should unplug the computer power cable before connecting a cable TV line to a TV tuner card in order to prevent any potential damage or electrical shock. This is because a properly grounded electrical system is essential for the safe operation of electronic devices, and if the electrical system is not properly grounded, there is a risk of electrical surges or other issues that could harm the computer or the technician. By unplugging the power cable, the technician ensures that there is no power flowing through the computer and eliminates the risk of electrical damage.Rate this question:
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- 23.
When dealing with a difficult customer, which of the following is the BEST way to handle the situation?
- A.
Do not argue with the customer and/or be defensive
- B.
Use technical terms to assure customer confidence
- C.
Escalate the customer’s issue to a supervisor
- D.
Sympathize with the customer about issue
Correct Answer
A. Do not argue with the customer and/or be defensiveExplanation
When dealing with a difficult customer, it is important to avoid arguing or being defensive. Engaging in an argument or becoming defensive can escalate the situation further and worsen the customer's experience. Instead, it is best to remain calm and composed, listen attentively to the customer's concerns, and demonstrate empathy towards their issue. This approach can help in de-escalating the situation and finding a resolution that satisfies the customer.Rate this question:
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- 24.
A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of the following safety procedures should be used to prevent damaging the new part?
- A.
Ground the computer and remove jewelry
- B.
Self ground and handle the new card by the edges.
- C.
Place the computer on an ESD mat
- D.
Attach an ESD strap to the new card during handling.
Correct Answer
B. Self ground and handle the new card by the edges.Explanation
To prevent damaging the new video card, the technician should self ground and handle the new card by the edges. This is because static electricity can easily damage sensitive electronic components, such as the video card. By self grounding, the technician ensures that any static electricity is discharged from their body before handling the card. Handling the card by the edges further minimizes the risk of static electricity transfer to the card. Grounding the computer, placing it on an ESD mat, or attaching an ESD strap to the new card are also good safety procedures, but they are not specifically mentioned in the given explanation.Rate this question:
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- 25.
A technician opens a customer’s computer and sees large amounts of accumulated dust. Which of the following is the BEST method of removing the dust from the computer?
- A.
Use compressed air to free the dust from the components and remove it with an ESD vacuum
- B.
Dampen an ESD cloth with denatured alcohol and use it to gently wipe the dust away
- C.
Use a shop vacuum with enough power to ensure all dust has been removed
- D.
Remove as much dust as possible by hand and use compressed air to blow the rest out
Correct Answer
A. Use compressed air to free the dust from the components and remove it with an ESD vacuumExplanation
The best method of removing dust from a computer is to use compressed air to free the dust from the components and then remove it with an ESD vacuum. This method ensures that the dust is effectively removed without causing any damage to the sensitive electronic components. Using an ESD vacuum also helps to prevent any static electricity buildup, which can be harmful to the computer.Rate this question:
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- 26.
A technician has been given a PC that is not powering up. After brief troubleshooting, the technician comes to the conclusion the power supply needs to be replaced. Which of the following is the NEXT step in the process of performing the repair?
- A.
The technician should replace the power supply
- B.
The technician should review disposal regulations
- C.
The technician should check the environment
- D.
The technician should remove jewelry
Correct Answer
D. The technician should remove jewelryExplanation
The technician should remove jewelry because working on electronic devices, especially when replacing components like a power supply, can pose a risk of electrical shock. Removing jewelry reduces the chances of accidental contact with electrical components and helps ensure the technician's safety while performing the repair.Rate this question:
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- 27.
A manager suspects a user has obtained movies protected by copyright using a torrent client. An incident response technician responds and verifies the user has indeed been violating company policy. Which of the following would be the next BEST step for this technician to perform?
- A.
Secure the workstation in a limited access facility
- B.
Document the incident, purge all policy violating materials
- C.
Immediately delete all unauthorized materials
- D.
Reprimand the user and apply a content filter to their profile
Correct Answer
A. Secure the workstation in a limited access facilityExplanation
The next best step for the incident response technician would be to secure the workstation in a limited access facility. This step is important to prevent further unauthorized access or tampering with the evidence. By securing the workstation in a limited access facility, the technician can ensure that only authorized personnel can access the workstation and investigate the incident further, preserving the integrity of the evidence. This step also helps to protect any sensitive information or data on the workstation from being compromised.Rate this question:
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- 28.
A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:
- A.
Close any items of a personal nature
- B.
Reboot the computer and log back in
- C.
Capture a screen-shot of the error message
- D.
Take steps to reproduce the error
Correct Answer
A. Close any items of a personal natureExplanation
Before establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to close any items of a personal nature. This is important to ensure the privacy and security of the customer's personal information. By closing any personal items, the customer can prevent the technician from accessing or viewing any sensitive or confidential data on their desktop during the remote session.Rate this question:
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- 29.
A user calls the help desk because a folder containing critical business files is missing from the local drive. The user is adamant that the folder was there the previous day, and cannot understand why it is gone. The technician views the properties of the parent folder and sees a back up listed on the “Prior Versions” tab. According to the theory of troubleshooting, which of the following is the technician’s NEXT step?
- A.
Establish a theory of probable cause
- B.
Establish a plan of action and implement the solution
- C.
Document findings, actions and outcomes
- D.
Verify full system functionality and implement preventive measures
Correct Answer
A. Establish a theory of probable causeExplanation
The technician's next step would be to establish a theory of probable cause. This means that they need to analyze the situation and come up with a hypothesis or a possible explanation for why the folder is missing. By considering factors such as recent changes to the system, potential user error, or technical issues, the technician can narrow down the possible causes and determine the most likely explanation for the problem. This will help guide their subsequent actions in resolving the issue.Rate this question:
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- 30.
A newly deployed Windows PC cannot connect to the antivirus server on the local network for updates, but it can connect to other file servers and printers without issue. Which of the following is the MOST likely cause of this issue?
- A.
The PC’s Windows firewall is misconfigured
- B.
The PC has an incorrect IP address configured
- C.
The PC is on the wrong wireless network
- D.
The PC does not have remote assistance turned on
Correct Answer
A. The PC’s Windows firewall is misconfiguredExplanation
The most likely cause of the issue is that the PC's Windows firewall is misconfigured. The firewall may be blocking the connection to the antivirus server, while still allowing connections to other file servers and printers. By adjusting the firewall settings to allow connections to the antivirus server, the issue should be resolved.Rate this question:
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Jan 18, 2023Quiz Edited by
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Mar 08, 2017Quiz Created by
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