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Question 121: 

A user reports that their wireless mouse is not responding. The mouse has fresh batteries and the USB receiver is plugged in. What should the technician do FIRST?

A) Replace the mouse

B) Reinstall mouse drivers

C) Re-pair the mouse with the receiver

D) Check Device Manager for errors

Answer: C) Re-pair the mouse with the receiver

Explanation:

Re-pairing the wireless mouse with its USB receiver should be the first troubleshooting step when a wireless mouse stops responding despite having fresh batteries and the receiver being connected. Wireless mice communicate with their receivers through radio frequency signals, and the pairing relationship between the mouse and receiver can be lost due to interference, signal conflicts with other wireless devices, or interruptions during power cycles. Re-establishing the pairing connection often resolves responsiveness issues without requiring hardware replacement or driver reinstallation. This simple procedure takes only a few moments and frequently restores full functionality.

The pairing process varies slightly among different mouse manufacturers, but generally involves pressing a connect button on both the mouse and receiver in a specific sequence. Most wireless mice include a small button on the bottom of the mouse labeled “Connect,” “Pair,” or marked with a symbol indicating wireless connectivity. The USB receiver may also have a small button, or pairing may be initiated through manufacturer software installed on the computer. The typical procedure involves pressing the receiver button first, then immediately pressing the mouse button to establish a new wireless connection.

Pairing problems can occur when wireless mice are used near other wireless devices operating on similar frequencies, including other wireless mice, keyboards, game controllers, or even routers and cordless phones. These devices may interfere with the communication between the mouse and its receiver, disrupting the established pairing or preventing the mouse from functioning correctly. Physical distance from the receiver can also affect connectivity, especially if the mouse is used far from the computer or if obstacles block the line of sight between the mouse and receiver.

The USB receiver must be properly connected and recognized by the operating system for the mouse to function. While the technician has confirmed the receiver is plugged in, verifying that Windows recognizes the receiver through Device Manager provides additional confirmation. The receiver should appear as a HID-compliant device or with the manufacturer’s name under Human Interface Devices or Mice and other pointing devices. If the receiver does not appear or shows errors, trying different USB ports helps determine whether port problems contribute to the connectivity issue.

Some wireless mice use Bluetooth technology instead of proprietary USB receivers. Bluetooth mice pair differently through the operating system’s Bluetooth settings rather than through physical buttons on hardware. For Bluetooth mice experiencing connection problems, removing the existing pairing from Bluetooth settings and re-pairing the mouse through the Bluetooth device addition process often resolves connectivity issues. The pairing process involves putting the mouse in discovery mode and using Windows Bluetooth settings to locate and connect to the device.

Question 122: 

A technician is troubleshooting a computer that cannot access network resources but has a valid IP address configuration. Which command should be used to test connectivity to the default gateway?

A) ipconfig

B) ping

C) netstat

D) nslookup

Answer: B) ping

Explanation:

The ping command is the appropriate tool for testing network connectivity to the default gateway or any other network destination because it sends test packets to specified IP addresses and reports whether responses are received. Testing connectivity to the default gateway specifically determines whether the computer can communicate with its local network’s router, which is essential for accessing resources beyond the immediate network segment. If ping successfully reaches the default gateway, this confirms that local network connectivity functions properly and that problems lie elsewhere in the network path. If ping fails to reach the gateway, this isolates the problem to the local network segment, guiding focused troubleshooting efforts.

Using ping to test gateway connectivity involves opening a command prompt and typing “ping” followed by the default gateway IP address, which can be obtained from ipconfig output. The command sends a series of Internet Control Message Protocol echo request packets to the specified address and displays whether replies are received. Successful pings show response times in milliseconds and confirm bidirectional communication between the computer and gateway. Failed pings result in timeout messages indicating no response was received, suggesting connectivity problems.

The default gateway serves as the router that forwards traffic destined for addresses outside the local network segment. Computers must successfully communicate with their default gateway to access resources on different network segments, reach the internet, or connect to servers in other parts of corporate networks. Testing gateway connectivity isolates whether problems exist within the local network between the computer and router versus problems existing in the broader network beyond the gateway. This isolation allows technicians to focus troubleshooting appropriately.

Ping results provide several useful diagnostic indicators beyond simple success or failure. Response times indicate network latency, with typical local network pings showing response times under 10 milliseconds. Consistently higher response times suggest network congestion, router processing delays, or wireless signal problems. Intermittent ping failures where some packets succeed while others fail indicate unstable connections that might result from wireless interference, failing network hardware, or congested networks. Complete ping failures where no packets receive responses indicate serious connectivity problems requiring immediate attention.

Question 123: 

A user’s laptop is overheating and shutting down unexpectedly. What should the technician do FIRST?

A) Replace the cooling fan

B) Clean the air vents and cooling system

C) Apply new thermal paste

D) Replace the motherboard

Answer: B) Clean the air vents and cooling system

Explanation:

Cleaning the air vents and cooling system should be the first action when a laptop experiences overheating and unexpected shutdowns because dust accumulation is the most common cause of thermal problems in portable computers. Over time, laptops draw in dust, lint, pet hair, and other airborne particles through their cooling system intake vents. These particles accumulate on cooling fins, fan blades, and heat sink surfaces, creating an insulating layer that prevents efficient heat dissipation. The buildup restricts airflow through the cooling system, reducing the volume of cool air reaching heat-generating components and preventing hot air from being expelled effectively. Cleaning this accumulated debris is a simple maintenance procedure that often completely resolves overheating issues without requiring component replacement.

Laptops generate substantial heat during operation, with processors and graphics chips being the primary heat sources. Modern components can generate temperatures exceeding 90 degrees Celsius under load, requiring efficient cooling systems to maintain safe operating temperatures. Laptop cooling systems typically consist of heat pipes that transfer heat from processors to heat sinks, fans that force air through heat sink fins, and carefully designed air paths that bring cool air in through intake vents and expel hot air through exhaust vents. Any obstruction in this cooling path dramatically reduces cooling effectiveness.

The cleaning process involves using compressed air to blow dust and debris out of vents and cooling components. The technician should power down the laptop completely, disconnect all power sources including AC adapters and batteries if removable, and work in a well-ventilated area. Holding the compressed air canister upright and using short bursts prevents moisture from the propellant from entering the laptop. The cleaning should target all visible vents on the laptop’s bottom, sides, and rear, as well as keyboard areas where some laptops draw cooling air. For heavily soiled systems, multiple cleaning sessions from different angles may be necessary to dislodge stubborn accumulations.

External cleaning addresses surface-level dust accumulation, but severe blockages may require opening the laptop case to access internal cooling components directly. This internal cleaning allows removal of compacted dust adhering to heat sink fins and fan blades. However, opening laptops requires technical expertise, proper tools, and awareness of warranty implications because many manufacturers void warranties if users open sealed cases. For laptops still under warranty or users without technical skills, external cleaning provides substantial benefits without risking warranty coverage or accidental damage.

Environmental factors contribute to dust accumulation rates. Laptops used in dusty environments, near floor level where dust concentrations are higher, in homes with pets that shed fur, or in areas with poor air filtration accumulate debris faster than those in clean office environments. Users can reduce accumulation by using laptop cooling pads that elevate devices and provide additional airflow, avoiding use on soft surfaces like beds or couches that block intake vents, positioning laptops in cleaner areas away from dust sources, and performing regular preventive cleaning rather than waiting for symptoms to appear.

After cleaning, the technician should verify that overheating is resolved by monitoring operating temperatures using system monitoring utilities or manufacturer-provided diagnostic tools. Many laptops include temperature sensors that report component temperatures through BIOS or software utilities. Observing temperatures during idle and load conditions confirms whether cleaning restored adequate cooling. Idle temperatures should typically range from 40 to 50 degrees Celsius, while load temperatures may reach 70 to 90 degrees depending on the processor and workload. Temperatures consistently exceeding 90 degrees indicate continuing cooling problems requiring additional intervention.

Question 124: 

A technician needs to configure Windows to show file extensions for all file types. Where should this setting be changed?

A) Control Panel > System

B) Control Panel > File Explorer Options

C) Settings > System > Display

D) Settings > Privacy

Answer: B) Control Panel > File Explorer Options

Explanation:

File Explorer Options in Control Panel provides access to file display settings including the option to show file extensions for known file types. By default, Windows hides file extensions for recognized file types, displaying only the file name without the extension. This behavior is intended to simplify the interface for casual users by reducing visual clutter, but it creates security risks and usability problems for power users and IT professionals. Hiding extensions makes it difficult to identify file types at a glance and allows malware to disguise itself by using deceptive names like “document.pdf.exe” which appears as “document.pdf” when extensions are hidden, tricking users into executing malicious files they believe are safe documents.

Accessing File Explorer Options involves opening Control Panel through the Start menu or search function, locating and selecting File Explorer Options, which may also be labeled as Folder Options in some Windows versions. This control panel applet contains three tabs providing various file display and behavior settings. The View tab contains numerous advanced settings controlling how File Explorer displays files and folders, including the critical “Hide extensions for known file types” checkbox that must be unchecked to show all file extensions.

The process of enabling file extension display requires navigating to the View tab in File Explorer Options, scrolling through the Advanced settings list to locate “Hide extensions for known file types,” unchecking this option, and clicking Apply or OK to save the change. After applying this setting, File Explorer immediately begins displaying complete file names including extensions for all files. This change affects all user accounts on the computer and persists across reboots, remaining in effect until explicitly changed back.

Showing file extensions provides several important benefits for security and usability. Security-conscious users can immediately identify potentially dangerous file types such as executable files with extensions like .exe, .bat, .cmd, .vbs, or .scr. Malware often attempts to disguise itself with double extensions or misleading names that only become apparent when extensions are visible. For example, a file named “invoice.pdf.exe” appears as an innocuous PDF document when extensions are hidden but reveals itself as an executable file when extensions are displayed, warning users not to open it without verification.

File extensions also enable users to identify file formats when multiple applications can open the same apparent file type. For instance, image files may be JPG, PNG, GIF, or BMP formats, which require different handling and have different capabilities. Document files may be DOCX, DOC, PDF, TXT, or RTF formats, each with distinct compatibility and feature sets. Seeing extensions eliminates ambiguity about actual file formats.

Technical professionals and power users routinely enable this setting because it facilitates file management, troubleshooting, and technical work that requires precise identification of file types. When assisting users remotely or diagnosing problems, knowing exact file types helps technicians provide accurate guidance. Software development and system administration tasks frequently require working with configuration files, scripts, and system files where extensions are critical identifiers.

Additional useful settings in File Explorer Options View tab include showing hidden files and folders, which reveals system files and folders that Windows hides by default, displaying the full path in the title bar for clearly identifying which folder is currently open, and showing empty drives to list all available drive letters. These settings increase transparency and control over the file system, though they also increase interface complexity that may confuse less experienced users.

Question 125: 

A user reports that their computer displays a “Disk Boot Failure” error message. What is the MOST likely cause?

A) Corrupted Windows files

B) No bootable device in the boot order

C) Failed RAM

D) Disconnected monitor cable

Answer: B) No bootable device in the boot order

Explanation:

The “Disk Boot Failure” error message typically indicates that the computer’s BIOS or UEFI firmware cannot locate a bootable device according to the configured boot order, making this the most likely cause of the error. This message appears during the Power-On Self-Test when the system completes hardware initialization successfully and attempts to load an operating system but fails to find boot files on any configured boot device. The boot order setting in BIOS specifies which storage devices the system should check for bootable operating systems and in what sequence. When none of these devices contain valid boot sectors or operating systems, the “Disk Boot Failure” error results.

Several common scenarios cause this error. Removable media such as USB drives, external hard drives, or optical discs left in the computer may be first in the boot order, and if they are not bootable, the system displays the error rather than continuing to check subsequent devices. Hard drive failures where the operating system drive has mechanically failed or become disconnected result in the system being unable to locate boot files. Boot sector corruption where the master boot record or boot sector on the hard drive is damaged prevents the drive from being recognized as bootable. BIOS settings changes where boot order was accidentally modified to check non-bootable devices first while skipping the actual operating system drive cause the error.

Troubleshooting begins by checking for removable media in all drives and removing any USB devices, discs, or external storage that might be interrupting the boot process. Simply removing this media and restarting often resolves the issue immediately. If no removable media is present, accessing BIOS setup by pressing the designated key during startup allows inspection of the boot order configuration. The hard drive containing the operating system should be first in the boot priority list, ensuring the system attempts to boot from it before checking other devices.

Verifying that BIOS detects the hard drive confirms whether the drive is physically connected and functioning at a basic level. Within BIOS setup, the drive should appear in the hardware information section or storage device list. If the drive is not detected, this indicates connection problems, power supply issues, or hard drive failure requiring physical inspection of cables and power connections. Desktop computers should have both data and power cables firmly connected to hard drives, while laptops may have drives that have become unseated or disconnected due to physical shock.

Boot sector corruption can occur from improper shutdowns, power failures during system operations, malware infections that modify boot code, or failed attempts to install multiple operating systems. When boot sectors are corrupted but the hard drive remains functional and detectable in BIOS, boot repair procedures using Windows installation media can rebuild boot configuration and restore functionality. These repairs replace damaged boot sectors and master boot records without affecting the installed operating system or user data.

CMOS battery failure can cause BIOS settings to reset to defaults, potentially changing the boot order from previously functional configurations to settings that prevent booting. If the computer previously booted correctly but suddenly displays boot failure errors accompanied by incorrect system date and time, CMOS battery replacement may be necessary. After battery replacement, reconfiguring BIOS settings including boot order restores normal operation.

Some computers display “Disk Boot Failure” when attempting to boot using incorrect boot modes such as trying to boot a UEFI-installed operating system in Legacy BIOS mode or vice versa. The boot mode setting in BIOS must match the mode used when Windows was installed. Computers with both Legacy and UEFI capabilities should have the boot mode configured appropriately for the installed operating system. Switching between modes without reinstalling Windows typically results in boot failures.

Question 126: 

A technician is setting up a home network with multiple devices. Which IP address range is reserved for private networks?

A) 192.168.0.0 to 192.168.255.255

B) 8.8.8.0 to 8.8.8.255

C) 64.233.160.0 to 64.233.191.255

D) 172.217.0.0 to 172.217.255.255

Answer: A) 192.168.0.0 to 192.168.255.255

Explanation:

The IP address range 192.168.0.0 to 192.168.255.255 is one of three ranges reserved for private networks that are not routed on the public internet. Private IP address ranges were defined in RFC 1918 to address IPv4 address exhaustion by allowing organizations and home networks to use the same address ranges internally without conflict because these addresses never appear directly on the internet. Network Address Translation technology allows multiple devices using private IP addresses to share single public IP addresses for internet access, enabling billions of private devices to connect to the internet despite the limited pool of public IPv4 addresses.

Three private address ranges exist, with the 192.168.0.0/16 range being the most commonly used in home and small business networks. The other private ranges are 10.0.0.0 to 10.255.255.255, providing over 16 million addresses suitable for very large organizations, and 172.16.0.0 to 172.31.255.255, providing approximately one million addresses for medium to large networks. The 192.168.x.x range provides 65,536 addresses, more than adequate for typical home networks with dozens or even hundreds of devices.

Home routers typically use DHCP servers to automatically assign private IP addresses to connected devices from the 192.168.x.x range. Common default configurations use 192.168.0.x or 192.168.1.x subnets, though administrators can configure any subnet within the broader range. The router itself usually takes the first address in the subnet, such as 192.168.1.1 or 192.168.0.1, serving as the default gateway for all network devices. DHCP assigns subsequent addresses to computers, smartphones, tablets, smart home devices, and other network-connected equipment.

Network Address Translation operates at the network boundary, typically in the router connecting the private network to the internet. When devices with private IP addresses send data to internet destinations, NAT rewrites packet headers to replace private source addresses with the router’s public IP address. The router maintains a translation table tracking which internal device initiated each connection, allowing it to route return traffic back to the correct private device. This translation is completely transparent to both internal devices and internet servers, which only see the router’s public address.

Question 127: 

A user cannot access a specific website but can access other websites normally. The website works on other computers on the same network. What should the technician check FIRST?

A) Internet connection speed

B) Hosts file

C) Network cable

D) ISP status

Answer: B) Hosts file

Explanation:

The hosts file should be checked first when a single computer cannot access a specific website while other computers on the same network can access it normally and other websites work correctly on the affected computer. The hosts file is a local text file that maps hostnames to IP addresses, taking precedence over DNS resolution for any entries it contains. Malware frequently modifies hosts files to redirect users away from legitimate websites to malicious sites or to block access to security-related websites that might help remove infections. Manually checking the hosts file reveals any suspicious entries that might be preventing access to the problematic website.

Located at C:\Windows\System32\drivers\etc\hosts on Windows systems, the hosts file is a simple text file that can be viewed and edited using text editors like Notepad when run with administrator privileges. Each line in the hosts file contains an IP address followed by one or more hostnames that should resolve to that address. When applications attempt to resolve hostnames to IP addresses, the operating system first checks the hosts file before querying DNS servers. If a hostname appears in the hosts file, the system uses the specified IP address without performing DNS queries, completely bypassing normal DNS resolution.

Malicious hosts file entries typically redirect popular websites to localhost (127.0.0.1) or other incorrect addresses to prevent access. Security software vendors’ websites are common targets, with malware blocking access to sites like norton.com, mcafee.com, or microsoft.com to prevent users from downloading removal tools or security updates. Social media sites, banking sites, or antivirus update servers may also be blocked through hosts file manipulation. Opening the hosts file and searching for the hostname of the inaccessible website reveals whether a redirection is configured.

A clean hosts file on Windows systems contains only comments beginning with hash marks and possibly one or two legitimate entries for localhost resolution. Any entries redirecting normal websites to 127.0.0.1 or other suspicious addresses should be removed. After deleting malicious entries, saving the file and closing the text editor allows normal DNS resolution to resume for the affected hostnames. Flushing the DNS cache using “ipconfig /flushdns” after modifying the hosts file ensures that cached entries do not continue causing problems.

Beyond malware, hosts file modifications can occur through manual edits by users or administrators attempting to block websites, parental control software that blocks inappropriate sites through hosts file entries, or development work where developers temporarily redirect hostnames to test servers. These legitimate modifications can cause confusion when users forget about previous changes. Checking the hosts file quickly identifies whether any redirections exist regardless of their origin.

Question 128: 

A technician is configuring a new printer on a Windows computer. The printer installation wizard cannot find the network printer. What should the technician do FIRST?

A) Restart the Print Spooler service

B) Verify the printer is powered on and connected to the network

C) Reinstall Windows

D) Update Windows

Answer: B) Verify the printer is powered on and connected to the network

Explanation:

Verifying that the printer is powered on and properly connected to the network should be the first troubleshooting step when the printer installation wizard cannot detect a network printer. This basic physical verification eliminates the most common and simplest causes of printer discovery problems before investigating more complex software or configuration issues. Network printers must be powered on, connected to the network through Ethernet cables or wireless connections, and have valid network addresses before computers can detect and communicate with them. A printer that is turned off, disconnected from the network, or experiencing network connectivity problems will not appear during network printer discovery regardless of computer configuration.

Physical inspection involves walking to the printer location and confirming several key indicators of proper operation. The printer should display power indicator lights showing it is receiving electrical power and has been turned on. Network connectivity indicators, usually separate LEDs near the network port, should show active network connections through solid or blinking lights depending on the printer model. For Ethernet-connected printers, physically checking that the network cable is securely plugged into both the printer and network switch or wall jack confirms physical connectivity. For wireless printers, verifying through the printer’s control panel that it is connected to the correct wireless network ensures wireless connectivity.

Many network connectivity problems stem from simple physical issues that are easily overlooked. Someone may have accidentally unplugged the printer during cleaning or maintenance, the printer may have been turned off at the end of a previous work day and not turned back on, network cables may have become loose or disconnected, or the printer may have been moved to a new location without ensuring network connectivity was maintained. These straightforward problems require only physical correction rather than technical troubleshooting.

After confirming the printer is powered on, checking the printer’s network configuration ensures it has obtained a valid IP address and can communicate on the network. Most network printers include built-in network configuration pages accessible through control panel menus that display the printer’s current IP address, subnet mask, default gateway, and connection status. Printing this configuration page verifies not only that the printer is functioning but also that it has acquired appropriate network settings. For DHCP-configured printers, the presence of a valid IP address in the correct subnet confirms successful network integration.

Wireless printers require additional verification steps beyond basic power and connection checks. The printer must be connected to the correct wireless network, as printers may connect to guest networks, neighboring networks with similar names, or may have lost their wireless configuration after power outages. Accessing the printer’s wireless settings through its control panel displays which network the printer has joined. For printers with LCD displays, navigating through network settings menus shows wireless status and connected network names. Reconnecting the printer to the appropriate wireless network if it has connected to the wrong one resolves discovery issues.

Network infrastructure problems can prevent printer discovery even when printers are properly powered and connected. Network switches with failed ports do not provide connectivity to devices plugged into those ports. Testing by connecting the printer to a different switch port or by connecting a known-working device to the suspected port identifies switch port failures. Wireless access points that have failed or are experiencing problems prevent wireless printers from connecting to networks. Verifying that the wireless network is operational by checking connectivity from other wireless devices confirms wireless infrastructure functionality.

Question 129: 

A user’s smartphone cannot send or receive text messages but can make phone calls and access the internet. What is the MOST likely cause?

A) Airplane mode is enabled

B) Message center number is incorrect

C) SIM card is damaged

D) Phone is out of storage

Answer: B) Message center number is incorrect

Explanation:

An incorrect message center number is the most likely cause when a smartphone can make phone calls and access mobile data but cannot send or receive SMS text messages. The message center number, also called SMSC (Short Message Service Center) number, identifies the SMS gateway server operated by the mobile carrier that routes text messages between phones. This number must be correctly configured in the phone’s messaging settings for text messages to be transmitted through the carrier’s SMS infrastructure. Voice calls and mobile data use different network services and protocols that are not affected by message center configuration, explaining why these functions work normally while SMS fails.

Message center numbers are carrier-specific and region-specific values that mobile carriers assign to their SMS infrastructure. Each carrier operates message centers that receive outgoing text messages from subscribers’ phones, route them to recipient carriers or deliver them to recipients on the same network, and forward incoming messages to subscribers’ devices. The message center number is essentially a phone number that the device uses to contact the carrier’s SMS gateway. Without the correct number, text messages have no destination for routing and cannot be processed by the carrier’s infrastructure.

Configuration problems with message center numbers typically occur after several triggering events. Performing factory resets erases all phone settings including the message center number, requiring manual reconfiguration before SMS works. Switching to new carriers without proper SIM card initialization may result in the phone retaining the previous carrier’s message center number instead of automatically updating to the new carrier’s settings. Manual changes to advanced phone settings where users accidentally modify or delete the message center number while exploring configuration options cause SMS failures. Carrier system errors during SIM activation or provisioning may fail to properly configure message center numbers on newly activated lines.

Checking and correcting the message center number involves accessing the messaging app’s settings on the phone. The exact navigation path varies by device manufacturer and operating system version, but generally involves opening the default messaging application, accessing settings through a menu icon, locating advanced or additional settings sections, and finding message center or SMSC settings. The current message center number is displayed in international format beginning with a plus sign followed by country code and the carrier’s SMS center number. Comparing this number to the correct value for the specific carrier identifies discrepancies.

Obtaining the correct message center number requires contacting the mobile carrier’s customer support or checking the carrier’s website for technical support documentation listing SMS center numbers for their network. Many carriers provide this information in their online knowledge bases or automated support systems. Customer service representatives can provide the appropriate number and often walk users through the configuration steps if needed. Alternative sources include online forums where other subscribers of the same carrier share correct configuration values, though official carrier sources should be considered most authoritative.

Question 130: 

A technician is troubleshooting a computer that displays a blue screen error during startup. Which tool should be used to identify the cause?

A) Task Manager

B) Event Viewer

C) Disk Cleanup

D) System Configuration

Answer: B) Event Viewer

Explanation:

Event Viewer is the appropriate tool for identifying the cause of blue screen errors because it maintains detailed logs of system events including critical errors, warnings, and informational messages that occur during Windows operation. When blue screen errors occur, Windows automatically records information about the crash including error codes, driver files involved, memory addresses, and other diagnostic data in the system event logs before the computer restarts. These logged details provide essential clues about what caused the crash, allowing technicians to identify problematic drivers, hardware failures, or software conflicts responsible for system instability.

Blue Screen of Death errors, also called stop errors, occur when Windows encounters critical problems it cannot recover from during operation. These problems include driver crashes, memory corruption, hardware failures, or fundamental system errors that threaten data integrity or system stability. Rather than continuing to operate in an unstable state that might cause data loss or corruption, Windows halts operation and displays diagnostic information on a blue screen before automatically restarting. The restart clears the error condition but also removes the blue screen from view, making Event Viewer logs the primary source of diagnostic information after crashes occur.

Accessing Event Viewer involves opening it through the Start menu, Administrative Tools, or by typing Event Viewer in search. The Windows Logs section contains several log categories including System, Application, and Security. The System log records operating system events and is the primary location for investigating blue screen errors. Within the System log, events are categorized by level including Critical, Error, Warning, and Information. Critical and Error level events around the time of crashes provide diagnostic information about what went wrong.

Blue screen crashes typically generate Event ID 41 indicating unexpected shutdown, Event ID 1001 containing bugcheck information with specific stop codes, or other critical error events from kernel components. Examining these events reveals error codes in hexadecimal format such as 0x0000007E or 0x00000050 that correspond to specific error types. Online references and Microsoft documentation explain what these error codes mean and what components or scenarios typically cause them. Common error codes relate to memory problems, driver issues, hardware failures, or system file corruption.

Stop codes provide specific information about error types. MEMORY_MANAGEMENT errors indicate RAM problems or memory corruption. DRIVER_IRQL_NOT_LESS_OR_EQUAL suggests driver issues where drivers attempt to access memory inappropriately. PAGE_FAULT_IN_NONPAGED_AREA points to memory access violations. SYSTEM_SERVICE_EXCEPTION indicates problems with system services or drivers. Each error code narrows the investigation to specific system components or driver categories that require attention.

Beyond the stop code itself, Event Viewer entries often identify specific driver files involved in crashes. Driver file names ending in .sys appear in error details, revealing which device driver was executing when the crash occurred. This information is invaluable because it directly identifies the problematic driver that needs updating, rolling back, or removing. Graphics drivers, network drivers, and storage drivers are common culprits in blue screen errors. Knowing the specific driver allows targeted remediation rather than broad troubleshooting approaches.

Question 131: 

A user wants to prevent their computer from going to sleep when they close the laptop lid. Where should this setting be configured?

A) Device Manager

B) Power Options

C) System Properties

D) Network Settings

Answer: B) Power Options

Explanation:

Power Options in Control Panel provides configuration settings for laptop lid closure behavior, allowing users to specify what actions occur when the laptop lid is closed. By default, most laptops are configured to enter sleep mode when the lid closes to conserve battery power and protect the screen during transport. However, users who connect laptops to external monitors, use laptops as media servers, or have other workflows requiring continued operation with the lid closed need to modify this behavior. Power Options includes specific settings for lid closure actions that can be configured differently for battery power versus plugged-in operation.

Accessing Power Options involves opening Control Panel and selecting Power Options, or searching for Power Options in the Start menu. The Power Options interface displays available power plans including Balanced, Power Saver, and High Performance. Each plan has different default settings optimizing for different priorities such as battery life versus performance. Next to the active power plan, clicking the link for plan settings provides access to detailed configuration options including lid closure behavior.

Within power plan settings, the option to change advanced power settings opens a comprehensive dialog containing numerous configuration categories. Under Power buttons and lid settings, separate options control what happens when the power button is pressed, when the sleep button is pressed if the laptop has one, and critically what happens when the lid is closed. Each of these actions can be configured with different behaviors for On battery and Plugged in states, allowing users to optimize behavior based on whether the laptop is mobile or docked.

Question 132: 

A technician is installing a new application that requires Microsoft .NET Framework 4.8. How should this be installed on Windows 10?

A) Through Windows Update

B) Through Windows Features

C) By downloading from Microsoft website

D) Through Microsoft Store

Answer: C) By downloading from Microsoft website

Explanation:

Downloading and installing .NET Framework 4.8 from the Microsoft website is the correct method because this specific version is a standalone redistributable component that must be downloaded and installed separately rather than being included in Windows 10 or available through Windows Features. Unlike .NET Framework 3.5 which is an optional Windows feature that can be enabled through Windows Features dialog, version 4.8 is distributed as a downloadable installer package. Windows 10 includes .NET Framework 4.x versions natively, but if an application specifically requires 4.8 and the installed version is older, upgrading to 4.8 requires downloading the installer from Microsoft’s official download center.

The .NET Framework is a software development platform created by Microsoft that provides libraries, runtime environments, and tools for building and running applications. Many Windows applications are built using .NET technologies and require specific framework versions to operate correctly. The framework has evolved through multiple major versions including 1.0, 2.0, 3.5, 4.x, and the newer .NET Core and .NET 5+ versions that represent architectural shifts. Each version includes different capabilities, and applications built for specific versions require those versions or newer to be installed.

Version 4.x of .NET Framework uses an in-place update model where newer versions replace older 4.x versions rather than installing side-by-side. When version 4.8 is installed, it replaces any earlier 4.x version such as 4.5, 4.6, or 4.7 while maintaining compatibility with applications built for those earlier versions. This contrasts with .NET Framework 3.5 and earlier versions that install alongside version 4.x. The in-place update model simplifies management by ensuring only the latest 4.x version exists on the system.

Installing .NET Framework 4.8 involves visiting Microsoft’s download center website, searching for .NET Framework 4.8, and downloading the offline installer or web installer package. The offline installer is a larger download that contains all necessary files and can install without internet connectivity, while the web installer is smaller but downloads required components during installation, requiring active internet connection. After downloading, running the installer package with administrator privileges initiates the installation process.

The installation process checks whether .NET Framework 4.8 or a newer version is already installed. If a sufficient version exists, the installer exits indicating installation is unnecessary. If an older version is present, the installer upgrades it to version 4.8. The upgrade process preserves application compatibility because newer 4.x versions are designed to run applications built for earlier 4.x releases. Installation typically requires several minutes and may require a system restart to complete configuration and register components.

Enterprise environments often deploy .NET Framework versions through centralized management tools rather than requiring individual installations on each computer. System Center Configuration Manager, Group Policy software installation, or other deployment tools can push .NET Framework installers to multiple computers simultaneously, ensuring consistent configurations across managed systems. This centralized approach is more efficient than manual installation on many computers.

Question 133: 

A user’s computer is running slowly and making unusual clicking sounds from the hard drive. What should the technician do FIRST?

A) Defragment the hard drive

B) Back up important data

C) Run disk cleanup

D) Reinstall Windows

Answer: B) Back up important data

Explanation:

Backing up important data should be the immediate first priority when a hard drive makes unusual clicking sounds because clicking noises typically indicate mechanical failure of the hard drive that could result in complete data loss at any moment. Hard drives contain precision mechanical components including read/write heads, actuator arms, and spinning platters, and clicking sounds usually mean these components are malfunctioning or failing. The clicking might indicate that read/write heads are repeatedly attempting to read data and failing, that the actuator arm is malfunctioning and unable to position heads correctly, or that physical damage exists on the platters preventing normal operation. Whatever the specific cause, clicking hard drives are in imminent danger of complete failure, making immediate data backup critical before attempting any other troubleshooting or repair procedures.

Mechanical hard drive failures can occur suddenly without warning, progressing from minor symptoms to complete failure within hours or even minutes. A drive making clicking sounds today might be completely dead tomorrow, rendering all stored data inaccessible without expensive professional data recovery services. The unpredictable nature of drive failures makes immediate backup essential because each additional operation on a failing drive increases the risk of catastrophic failure. Even viewing files or navigating directories places mechanical stress on failing drives that could trigger complete failure.

The backup process should prioritize the most important and irreplaceable data first in case the drive fails during backup operations. Personal files including documents, photos, videos, and financial records should be backed up immediately. Application data, email archives, browser bookmarks, and configuration files may also be important depending on user needs. The backup destination should be external storage such as USB external hard drives, network attached storage, or cloud backup services. Creating backups on the same failing drive provides no protection and should be avoided.

Clicking sounds have several possible mechanical causes. Head crashes occur when read/write heads physically contact spinning platters, causing damage to magnetic surfaces and mechanical components. These crashes produce distinctive clicking or scraping sounds as heads repeatedly strike platters. Stuck or malfunctioning actuator arms that cannot move freely to position heads over data tracks produce clicking sounds as the actuator motor repeatedly attempts to move jammed components. Spindle motor problems where the motor struggles to maintain platter rotation speed or fails to start properly can create clicking or ticking sounds. Each of these problems indicates serious mechanical failure requiring immediate attention.

Some clicking sounds accompany the drive’s inability to read data, manifesting as extremely slow file operations, frequent read errors, applications freezing when accessing files, or system hangs during boot. These symptoms confirm that the clicking represents actual drive malfunction rather than normal operational sounds. Healthy hard drives produce some noise during operation including quiet whirring from spinning platters and soft clicking during head movements, but loud, repetitive, or unusual clicking clearly indicates problems.

Question 134: 

A technician needs to configure a Windows 10 computer to use a static IP address. Where should this be configured?

A) Network adapter properties

B) Device Manager

C) Windows Firewall

D) System Properties

Answer: A) Network adapter properties

Explanation:

Network adapter properties provide access to IP address configuration settings including the option to configure static IP addresses rather than obtaining addresses automatically through DHCP. Each network adapter has properties that control network protocol configuration including IPv4 and IPv6 addressing, DNS server addresses, and advanced networking options. Accessing these properties allows technicians to manually specify static IP addresses, subnet masks, default gateways, and DNS servers that remain constant rather than changing dynamically through DHCP assignment. Static addressing is necessary for servers, printers, network infrastructure devices, and other equipment that benefits from consistent predictable addresses.

Accessing network adapter properties involves opening Network Connections through Control Panel or by right-clicking the network icon in the system tray and selecting network settings. Within Network Connections, all installed network adapters appear as individual icons. Right-clicking the relevant adapter and selecting Properties opens the adapter properties dialog. This dialog lists network protocols and services installed for the adapter, including Internet Protocol Version 4 which controls IPv4 addressing. Selecting IPv4 and clicking Properties opens the IPv4 configuration dialog.

The IPv4 properties dialog presents two main options for obtaining IP addresses and DNS server addresses: obtain automatically through DHCP or use specified addresses manually. By default, most Windows installations configure adapters to obtain addresses automatically, allowing DHCP servers to provide all necessary network configuration. Switching to manual configuration requires selecting the radio button for using specified addresses, then entering the static IP address, subnet mask, and default gateway in the provided fields. Each field requires proper network configuration values appropriate for the specific network environment.

Static IP address configuration requires knowledge of the network’s addressing scheme including what IP address ranges are in use, what subnet mask applies to the network, and what IP address serves as the default gateway. The static address chosen must fall within the correct network range defined by the subnet mask, must not conflict with addresses already assigned to other devices, and must not fall within DHCP server address pools to avoid assignment conflicts. Typically, static addresses are chosen from ranges specifically reserved for static assignment outside DHCP scopes.

The subnet mask determines which portion of the IP address identifies the network versus the host. Common subnet masks include 255.255.255.0 for small networks providing 254 usable addresses, 255.255.0.0 for larger networks with thousands of addresses, and various other masks for networks of different sizes. The subnet mask must match what other devices on the network use to ensure proper network communication. Incorrect subnet masks prevent communication even if the IP address is otherwise correct.

The default gateway address specifies the router that forwards traffic destined for addresses outside the local network. Without a correct default gateway, the computer can only communicate with devices on the same network segment and cannot reach the internet or other network segments. The gateway address must be on the same network subnet as the computer’s IP address and must be a functioning router address.

Question 135: 

A user reports that their computer automatically restarts every time they try to shut it down. What is the MOST likely cause?

A) Power supply failure

B) Windows Update configured to install during shutdown

C) Overheating

D) Malware infection

Answer: B) Windows Update configured to install during shutdown

Explanation:

Windows Update configured to install updates during shutdown is the most likely cause when computers automatically restart instead of shutting down as requested because Windows often schedules update installation for shutdown times and many updates require restarts to complete installation. When users initiate shutdown while pending updates await installation, Windows begins the shutdown process but then installs updates before powering off. Updates requiring system restarts cause Windows to restart the computer automatically after installation rather than completing the shutdown. This behavior is intentional by design, ensuring updates are applied promptly while minimizing disruption during active use, but it frustrates users who expect shutdown to actually power off the computer.

Windows Update behavior varies depending on configured settings and update policies. Automatic update installation settings determine when updates download and install, with options including automatic installation at scheduled times, automatic download with manual installation, or completely manual update management. When automatic installation is configured, Windows determines optimal times for installation based on usage patterns, often choosing shutdown times because computers are presumably not in active use. Security and quality updates are prioritized for automatic installation because they address vulnerabilities and stability problems.

The update installation process during shutdown follows a specific sequence. When users initiate shutdown with pending updates, Windows displays messages indicating that updates will be installed, usually showing text like “Installing updates” or “Configuring updates” along with progress indicators. After updating system files, Windows evaluates whether restarts are required to complete installation. Updates modifying kernel components, device drivers, or core system services typically require restarts because these components cannot be updated while actively running. Non-critical updates that do not modify running components may allow shutdown to complete without restart.

Users can identify update-related restarts through several indicators. Windows displays update installation messages during shutdown showing progress percentages or update counts. After the computer restarts, the lock screen often shows messages like “Updates were installed” or similar notifications. Checking Windows Update history in Settings shows recently installed updates with installation timestamps matching when the automatic restart occurred. These confirmations distinguish update-related restarts from other causes.

Controlling Windows Update behavior requires adjusting update settings to match user preferences. In Windows 10 Settings under Update & Security, Windows Update settings include options for active hours that specify when the computer is typically in use and restarts should be avoided. Configuring accurate active hours prevents Windows from restarting during work periods while allowing updates during off-hours. The option to pause updates temporarily delays all update installations for limited periods when restarts must be avoided entirely, such as during critical projects or presentations.