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Unformatted text preview: 1 of 7 Exam Report: 2.6.3 Practice Questions Date: 9/2/2019 6:15:49 pm Time Spent: 2:07 Candidate: Howie, Peter Login: peter27 Overall Performance Your Score: 29% Passing Score: 80% View results by: Objective Analysis Individual Responses Individual Responses Question 1: Incorrect While you are answering help desk calls, a field customer calls and complains that he cannot print to a workgroup laser printer. Which of the following should be the first question you ask? Have you rebooted the printer? Have you checked the cables? Have you rebooted and chosen safe mode? Have you ever printed to that printer? Explanation When a customer reports a problem, it is important to ascertain the extent of the problem. The fact that the user cannot print to a particular printer should first be approached from the standpoint of determining if they ever could and, if so, what has changed since then. Checking cables and restarting the printer are all actions that could be taken to resolve the issue. However, you should first identify the extent of the problem before attempting solutions. [e_trb_pp6.exam.xml Q_TRBL_SHT_1ST_STEP] Question 2: Incorrect You are the manager in charge of maintaining desktop computers. A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. Which of the following actions should you perform NEXT? Fix the problem. Create an action plan. Determine whether escalation is required. Document the problem. Explanation The next action you should take is to create an action plan and account for side effects of the proposed plan. Identifying the effects ahead of time helps you put measures into place to eliminate or reduce any potential negative consequences. Escalation is not necessary because you are already in charge of managing and maintaining the desktop computers. Fix the problem only after creating the action plan and identifying possible effects. Document the problem and the solution after the problem has been fixed and the solution has been verified. 9/2/2019, 6:18 PM 2 of 7 References TestOut PC Pro - 2.6 Troubleshooting Process Overview [e_trb_pp6.exam.xml Q_TRBL_SHT_ACTION_PLAN] Question 3: Correct A user reports that her system is running slow when saving files. You determine that you will need to upgrade her hard disk. You identify the components that are required and schedule the repair for later that afternoon. Which of the following steps have you forgotten in your troubleshooting process? Create an action plan. Verify system functionality. Implement the solution. Perform a backup. Explanation You need to perform a backup before making changes. The backup could be used to restore current settings or data in the event of additional issues resulting from the troubleshooting process. You have already established a probable cause and created an action plan. Verifying and documenting the solution occurs after the problem has been resolved. [e_trb_pp6.exam.xml Q_TRBL_SHT_BACKUP] Question 4: Incorrect As an IT technician for your company, you have been notified that the Windows domain does not seem to be functioning properly. Being familiar with domains, you are fairly confident you know what the issue is. But just to be safe, you take the applicable time to gather additional information and to identify what, if anything, has changed. Which of the following is the BEST next step? Create a hypothesis. Determine the appropriate fix. Implement the fix. Identify what has changed. Gather information. Explanation You have performed the first two essential steps of gathering additional information and identifying what, if anything, has changed. The best next step is to create a hypothesis that could potentially explain the problem. To do this, you may need to do a lot of research. You should check frequently asked questions and knowledge bases that are available on the internet. You should also consult with your peers to try to validate your hypotheses. Using this information, you can then narrow down the results to the one or two most likely causes. After you have narrowed things down to the one or two most likely causes, you can determine the appropriate fix by consulting with your peers, reviewing knowledge bases, looking at other websites, and using your own experience to identify the steps that are needed to fix the problem. The fix can then be implemented as needed. 9/2/2019, 6:18 PM 3 of 7 References TestOut PC Pro - 2.6 Troubleshooting Process Overview [e_trb_pp6.exam.xml Q_TRBL_SHT_CREATE_A_HYPOTHESIS] Question 5: Incorrect Which of the following is a benefit of good documentation? It saves time and money in troubleshooting problems. It eliminates the need to troubleshoot problems. It reduces hardware maintenance. It reduces hardware replacement requirements. Explanation By keeping adequate documentation, you can reduce the time and money spent troubleshooting. While documentation can help reduce troubleshooting, it can never completely eliminate it. Documentation helps you know when regular maintenance of hardware is required, but does not eliminate maintenance. Documentation helps you plan for hardware updates, but does not reduce the requirements to replace the hardware. References TestOut PC Pro - 2.6 Troubleshooting Process Overview [e_trb_pp6.exam.xml Q_TRBL_SHT_DOCUMENTATION] Question 6: Incorrect A user reports that the projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and on the projector. Which of the following troubleshooting strategies should be performed NEXT? Establish what has changed. Test the solution. Identify the problem. Document the solution. Explanation You have identified the problem, completed and tested the task, and verified full system functionality. You should now document the solution so if the same display issue returns, you or your replacement will know what to do. References TestOut PC Pro - 2.6 Troubleshooting Process Overview [e_trb_pp6.exam.xml Q_TRBL_SHT_DOCUMENT_SOLUTION] Question 7: Correct You are a first line desktop support technician. A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. 9/2/2019, 6:18 PM 4 of 7 Which of the following actions should be performed NEXT? Document the problem. Create an action plan. Determine if escalation is needed. Fix the problem. Explanation After you identify the most probable cause, escalate the problem if it is beyond your ability to fix or your scope of management. For example, the problem might be in the network server configuration, which you are not authorized to correct. When forwarding the problem to someone else, be sure to describe the nature of the problem, the actions you have already taken, and the symptoms that lead you to believe the problem is outside of your area of responsibility. If you have decided that escalation is not necessary, create an action plan that includes the fix and identifies possible effects of implementing the fix. After the solution has been implemented, verify that it works and that there were no unforeseen consequences. Finally, document the problem and the solution. [e_trb_pp6.exam.xml Q_TRBL_SHT_ESCALATION] Question 8: Incorrect A user reports that he can't send print jobs to a specific printer. You are able to reproduce the problem on the user's computer. Which of the following actions should you perform NEXT? Determine whether anything has changed. Determine if escalation is necessary. Establish a plan of action. Establish the most probable cause. Explanation After identifying the problem, determine if anything has changed. For example, question the user and identify user changes to the computer. From there, establish a theory of probably cause and continue through the troubleshooting process. Before you can establish a probable cause, do additional work to see what might have changed. After selecting a probable cause, determine if escalation is required, and then create an action plan and implement the solution. [e_trb_pp6.exam.xml Q_TRBL_SHT_IDENTIFY_CHANGES] Question 9: Incorrect You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming, "Nothing is working!" Which of the following actions should you perform FIRST? Establish a theory. Establish a plan of action. Identify the problem. 9/2/2019, 6:18 PM 5 of 7 Find out what has changed. Back up the system. Explanation Currently, you have no idea what problem the user is having. The first step is to identify the problem. You need to ask questions to identify what the problem and its symptoms are. You can find out what has changed only after you know a bit more about the problem. Before taking any actions, back up the system to protect user data. Establish a theory and a plan of action only after you know what the problem is. References TestOut PC Pro - 2.6 Troubleshooting Process Overview [e_trb_pp6.exam.xml Q_TRBL_SHT_IDENTIFY_PROBLEM] Question 10: Incorrect You have just installed a new USB card reader in your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before. Which of the following actions should you perform FIRST? Uninstall the device and then reinstall it. Check the manufacturer's website for information about the error. Replace the card reader with a new device. Install the device on another computer. Explanation For information about a specific error, check the manufacturer's website. Taking any other action might fix the problem, but would most likely just waste time. In most cases, devicespecific problems can be corrected with a new driver or other software update. [e_trb_pp6.exam.xml Q_TRBL_SHT_MANUFACTURER_REF] Question 11: Incorrect As an IT technician for your company, you are in the process of setting up several servers in your network. During the process, one of the servers is misconfigured and is, therefore, having trouble synchronizing information with the other servers. Which of the following is the BEST next step? Implement the fix. Create a hypothesis. Determine the appropriate fix. Gather information. Identify what has changed. Explanation The technician's first step is to gather information. This is critical. You need to determine exactly what has happened. What were the symptoms? Were there any error messages displayed? What did those error messages say? How extensive is the problem? Is it isolated to a single system, or are many systems experiencing the same problem? 9/2/2019, 6:18 PM 6 of 7 By gathering additional information, you can identify what has changed, and then you can form a hypothesis. With a hypothesis in place, you can then determine the appropriate fix. And finally, you can implement the fix and test to for favorable results. [e_trb_pp6.exam.xml Q_TRBL_SHT_PROBLEM_IDENTIFICATION] Question 12: Incorrect A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. Which of the following actions should you perform NEXT in your troubleshooting strategy? Implement preventative measures. Document the solution. Explain what you did to fix the problem. Test the solution. Explanation After you implement a solution, you should always verify full system functionality. Sometimes, more than one problem exists, or your solution may not have solved the problem. For example, in this case, an incorrect driver for the video card could potentially continue to cause display issues. By verifying system functionality, you can ensure the problem is completely resolved. Explaining what you did, implementing preventative measures, and documenting the solution would occur after you have tested the solution to make sure the problem is completely fixed. References TestOut PC Pro - 2.6 Troubleshooting Process Overview [e_trb_pp6.exam.xml Q_TRBL_SHT_TEST_SOLUTION] Question 13: Correct A user sends a print job to a network printer, and it prints page after page of random characters. He calls the help desk, and a technician discovers that the wrong printer driver had been loaded on the user's workstation. The technician loads the correct driver, verifies that the system works correctly, and documents the resolution. Which of the following actions should the technician perform NEXT? Disable the network printer until users learn to use the correct drivers. Write an email to the user's supervisor and insist that he train his employees on how to use the network printer. Educate the user as to how the problem was resolved and verify that they are satisfied with the results. Upgrade to a newer printer that uses embedded drivers. Formally close the incident in any job tracking tool. Explanation After resolving any incident, you should spend a few minutes with the user, client, or customer, explain how the problem was resolved, and verify that they satisfied with the results. 9/2/2019, 6:18 PM 7 of 7 References TestOut PC Pro - 2.6 Troubleshooting Process Overview [e_trb_pp6.exam.xml Q_TRBL_SHT_TRBSHOOT_7TH] Question 14: Correct A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. Which of the following actions should you take NEXT? Document the problem and solution. Create an action plan. Determine if escalation is necessary. Test the solution. Explanation After implementing the solution, verify full system functionality. Make sure that the solution has fully fixed the problem and has not caused any other problems. Document the problem and solution after it has been fixed and verified. Determine if escalation is needed and create an action plan before implementing the solution. References TestOut PC Pro - 2.6 Troubleshooting Process Overview [e_trb_pp6.exam.xml Q_TRBL_SHT_VERIFY] 9/2/2019, 6:18 PM ...
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