Name: 
 

Review


True/False
Indicate whether the statement is true or false.
 

 1. 
You want to put the computer on the grounding mat before you work on it
 

 2. 
You must put the extra hardware in a anti static bag when your are completed.
 

 3. 
You want to attach the grounding strap to the computer case or a large piece of metal.
 

 4. 
When asked to repair a computer in another class, go straight to the classroom without messing around.
 

 5. 
When on a job you should only perform the operations that are requested / needed and nothing else.
 

 6. 
Always make sure that your computer is unplugged before you open up the case.
 

 7. 
Do not drink anything when working on your computer.
 

 8. 
We as a company care for others safety.
 

Multiple Choice
Identify the choice that best completes the statement or answers the question.
 

 9. 
Which of the following it Comptia’s steps of troubleshooting, in order?
a.
document, back up, systemic approach, reshearch, analyze
c.
identify, analyze, test, evaluate, document
b.
analyze, test, evaluate, document, identify
d.
document, backup, systemic approach, analyze, research
 

 10. 
At which step will you write down everything you did to resolve the problem?
a.
Identify
c.
Document
b.
Analyze
d.
Test
 

 11. 
At which step do you question the user, when troubleshooting a problem?
a.
Identify
c.
Test
b.
Analyze
d.
Evaluate
 

 12. 
Before you start working on a piece of equipment, what should you do?
a.
Unplug it
c.
Power up
b.
Power down
d.
Ground all pieces of equipment
 

 13. 
This is required for every chemical you use in your shop.
a.
MSDN
c.
First Aid Procedures
b.
MSDS
d.
Butter knives
 

 14. 
How do you dispose of old worn out batteries?
a.
Return them to a recycling center
c.
Store in a cool dry place and wait for garbage day, then put in recycling
b.
Wrap in paper and put in garbage can
d.
Regular recycling
 

 15. 
When troubleshooting start at the _________ and work in.
a.
door
c.
power supply
b.
case
d.
wall
 

 16. 
One of the first questions to ask yourself, or your customer:
a.
What was going on right before this happened?
c.
What did you add that was new?
b.
Is it plugged in? Is it turned on?
d.
What happened?
 

 17. 
According to statistics, which customer is more likely to do business with you again?
a.
The customer who had no problems and was satisfied.
c.
The customer who had a complaint, didn’t feel it was handled well, but got a coupon.
b.
The customer who had a complaint and didn’t feel it was handled well.
d.
The customer who had a complaint and felt it was resolved fairly.
 

 18. 
What is the rule of nine?
a.
A happy customer will tell nine people
c.
A customer knows nine people, on average, and can influence them
b.
An unhappy customer will tell nine people
d.
There are nine dots on a double 9 domino set.
 

 19. 
What is the first, and most important thing you can do when handling a difficult situation.
a.
Come up with a solution
c.
Empathize
b.
Listen
d.
Promise
 

 20. 
It is important to always _________ a customer’s data, even if they sign a contract saying they did it themselves.
a.
back up
c.
test
b.
recover
d.
clean
 

 21. 
Even if you do not believe you are fault, you should __________ in a difficult situation with a customer.
a.
come up with a solution
c.
Accept blame
b.
Apologize and accept responsibility
d.
Give blame
 

 22. 
When does your A+ Certification Expire
a.
Two years after you take it
c.
When the next version of the test comes out
b.
Never
d.
When new software comes out
 

 23. 
When does your Microsoft Certification Expire
a.
Two years after you take it
c.
When the next version of the test comes out
b.
Never
d.
When new software comes out
 

 24. 
This kind of fire extinguisher can be used on any fire except chemical
a.
A
d.
D
b.
B
e.
ABC
c.
C
 

 25. 
This kind of fire extinguisher can be used on chemical fires
a.
A
d.
D
b.
B
e.
ABC
c.
C
 

 26. 
Where do you point your fire extinguisher?
a.
At the top of the flame
c.
At the bottom of the main flame where the combustibles are
b.
At the material around the flame
d.
At your friend.
 

 27. 
Who tests the extinguishers in a company every year?
a.
The fire department
c.
The safety inspector
b.
You do
d.
The district manager
 

 28. 
Where should chemical solvents be stored?
a.
In the kitchen or breakroom
c.
In a warm damp place
b.
In a cool, dry place
d.
In the engine compartment
 

 29. 
A workroom for computer repair should not be located here:
a.
Near flourescent lights
c.
Near large engines that may ionize the air
b.
Near the front door where debris might blow in from weather
d.
Near iodine or solvents
 

 30. 
A workroom for computer repair should not be located here:
a.
Near flourescent lights
c.
Near large engines that may ionize the air
b.
Near the front door where debris might blow in from weather
d.
Near iodine or solvents
 

 31. 
The system will not boot off an SATA hard drive.  Name the most common solution:
a.
Reset the CMOS
c.
Make the SATA drive the slave
b.
Change the boot order in BIOS
d.
Make the SATA drive the master
 

 32. 
How do you access a basic modern wireless router?
a.
\\Wrouter\config
c.
\\192.168.1.1
b.
http://192.168.0.1
d.
http://192.168.1.1
 

 33. 
What is the most secure wireless encryption?
a.
WEP64
c.
WEP128
b.
WPA
d.
WLA256
 

 34. 
If your computer does not startup when you press the power button, the firs thing you should do to troubleshoot it is:
a.
pick your nose
c.
check and see the power cord is plugged in
b.
take out your mobo and clean it off
d.
keep pressing the button anyways
 

 35. 
What is the first thing you should do if your power supply comes on but you don't get a live screen?
.
a.
buy a new cmos battery
c.
replace ram
b.
turn off your computer and try again
d.
all of the above
 

 36. 
The average volts in a standard US power supply is ___Volts
a.
220
c.
85
b.
110
d.
140
 

 37. 
This organization sets standards for safety in the workplace.
a.
NOAH
c.
OSHA
b.
EPA
d.
FCC
 

 38. 
When opening a computer, remember to use the ground(ing) ___________
a.
equipment
b.
pole
c.
hog
d.
All of the above
 

Multiple Response
Identify one or more choices that best complete the statement or answer the question.
 

 39. 
Which of the following are safety measures when working on a CRT?
 a.
Power off
 c.
Avoid touching the capacitor
 b.
Ground yourself
 d.
Clean the area
 

 40. 
Why should you always dispose of batteries correctly, choose all that apply.
 a.
It is Federal Law and fines are steep
 c.
Batteries can swell and explode
 b.
Batteries can corrode and leak toxic waste
 d.
Batteries are dirty and can cause corrosion of other batteries
 

 41. 
Which of the following carry a higher charge and can electrocute you if you don’t use proper safety procedures?
 a.
LCDs
 c.
Ink Jet Printers
 b.
CRTs
 d.
Laser Printers
 

 42. 
Which of the following carry a higher charge and can electrocute you if you don’t use proper safety procedures?
 a.
LCDs
 c.
Ink Jet Printers
 b.
CRTs
 d.
Laser Printers
 

 43. 
Which of the following are potential safety hazards?
 a.
Computer components
 c.
Batteries
 b.
Cords
 d.
Cleaning supplies
 

 44. 
What things will an MSDS tell you?
 a.
first aid procedures
 c.
what kind of tools to use
 b.
how to store
 d.
what products react
 

 45. 
When troubleshooting think __________ and __________ first
 a.
hard
 c.
expensive
 b.
cheap
 d.
easy
 

 46. 
What things can protect compents from ESD?
 a.
Grounding mats
 d.
grounding straps
 b.
ankle straps
 e.
Dry cold rooms
 c.
nylon carpets
 f.
Federal law
 

 47. 
What are some reasons to document repairs? Choose all that apply.
 a.
In case the customer has a complaint.
 d.
To cover your hiney in case of legal matters
 b.
In case you see the problem again in another customer’s computer.
 e.
To suggest procedure change for things that don’t work
 c.
In case the customer wants you to do the same thing to another computer.
 f.
To help other technicians save time by not having to reinvent the wheel
 

 48. 
This kind of fire extinguisher can be used on wood or paper fires
 a.
A
 d.
D
 b.
B
 e.
ABC
 c.
C
 

 49. 
This kind of fire extinguisher can be used on electrical fires
 a.
A
 d.
D
 b.
B
 e.
ABC
 c.
C
 

 50. 
This kind of fire extinguisher can be used on grease or other combustible liquid fires
 a.
A
 d.
D
 b.
B
 e.
ABC
 c.
C
 

 51. 
Which of the following are ways to prevent eye strain?
 a.
Turn down the brightness on the computer
 c.
Look away from the screen periodically
 b.
Keep the monitor closer than you would normally keep other reading material.
 d.
Minimize lighting reflections
 

 52. 
After the POST, the following message displayed: “Invalid disk or disk error.”  Which are reasonable diagnosis? (select any that apply)

 a.
The sound card is fried
 c.
A floppy disk is in the drive
 b.
The MBR is corrupt
 d.
The partition tables are messed up
 

 53. 
If the HDD LED does not light up what are reasonable diagnoses:
 a.
The floppy drive is unplugged
 c.
The hard drive is not connected
 b.
The pin is not connected on the motherboard
 d.
The operating system is corrupt
 

 54. 
What are some ways to protect most wireless routers?
 a.
MAC Filtering
 d.
Using 176 bit encryption
 b.
Turn off SSID broadcasting
 e.
changing SSID name
 c.
HiSec
 f.
Encryption
 

Completion
Complete each statement.
 

 55. 
When troubleshooting, never make _______________
 

 

 56. 
A butter knife is not a __________________
 

 

 57. 
Use the _________   ___________ to pick up screws dropped into the case.
 

 

 58. 
The trust you build up with your customer is referred to as ____________
 

 

 59. 
Once you lose this, it is hard to get it back.
 

 

 60. 
Unstable _______ problems can act as many other problems.
 

 

 61. 
A ____ is a rule for the workplace.
 

 

 62. 
A ____ is a way of doing things.
 

 

Matching
 
 
Match the item to its definition.
a.
virus
e.
adware
b.
worm
f.
spyware
c.
phishing
g.
hijack-ware
d.
trojan
h.
spam
 

 63. 

 unsolicited emails
 

 64. 

 A type of virus that uses the internet to spread itself
 

 65. 

 A type of virus that poses as a harmless application, but once run infects your system with a virus.
 

 66. 

 Software that installs itself in an attempt to “sell” you stuff. Can come through the Internet in the form of pop-ups, or from useful programs that include adware with them.
 

 67. 

 Designed to allow someone else to gain control of your computer.
 

 68. 

 Email posing as a legitimate company that tries to get you to reveal your password, so the bad person can gain access to your accounts.
 

 69. 

 Software that records your behavior on the Internet. Can send back usage data, keystrokes, or even passwords to another website.
 

 70. 

 A general category of infectious unwanted software that can harm a computer
 



 
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