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Question 151: 

A technician is installing RAM in a desktop computer. Which safety precaution should be taken FIRST?

A) Wear safety glasses

B) Disconnect power and use anti-static wrist strap

C) Remove all peripherals

D) Update system drivers

Answer: B) Disconnect power and use anti-static wrist strap

Explanation:

Disconnecting power and using an anti-static wrist strap should be the first safety precautions when installing RAM because electrical hazards and electrostatic discharge pose the primary risks during computer component installation. Power must be disconnected entirely by unplugging the power cord from the computer to eliminate risk of electrical shock and prevent damage to components from residual power in the system. Anti-static wrist straps ground the technician to prevent static electricity buildup that could discharge through sensitive electronic components, potentially damaging or destroying RAM modules, motherboards, or other circuitry. These fundamental precautions protect both the technician and computer hardware.

Electrostatic discharge occurs when static electricity accumulated on a person’s body discharges through electronic components. While humans often don’t feel static discharges below several thousand volts, sensitive electronics can be damaged by discharges as small as 30 volts. Walking across carpets, sitting in chairs, or simply moving clothing generates static electricity that accumulates on the body. Touching ungrounded computer components without proper ESD protection allows this energy to discharge through components, causing immediate catastrophic failure or latent damage that causes premature component failure later.

Anti-static wrist straps connect to wrists with adjustable bands and include grounding wires that attach to grounded metal surfaces such as computer cases, grounding points, or proper electrical grounds. This continuous grounding path safely dissipates static electricity before it can build to damaging levels. Wrist straps should be worn throughout all component handling, installation, and removal procedures. Simply touching the computer case periodically provides less reliable protection than continuous wrist strap grounding.

Work environment preparation reduces static generation by avoiding static-generating materials including carpets, synthetic clothing, and plastic materials near the work area. Working on hard floors or anti-static mats rather than carpet minimizes static buildup. Increasing humidity levels in very dry environments reduces static electricity generation, as moisture in the air helps dissipate charges.

After disconnecting power and donning the anti-static wrist strap, opening the computer case exposes internal components for RAM installation. Most modern cases use thumbscrews or latches that allow tool-less case opening. Removing the side panel provides access to the motherboard and RAM slots. Consulting motherboard documentation identifies RAM slot locations and proper installation order, as some motherboards require specific slots to be populated first for dual-channel memory operation.

RAM installation involves releasing retention clips on both ends of the target slot, aligning the RAM module notch with the slot key to ensure correct orientation, inserting the module straight down with firm even pressure until retention clips snap into place automatically, and verifying secure installation by gently attempting to move the module. Properly installed RAM sits flush in slots with retention clips fully engaged on both ends.

Question 152: 

A user cannot print a specific document, but other documents print successfully. What is the MOST likely cause?

A) Print spooler service failure

B) Document file corruption

C) Printer driver issue

D) Network connectivity problem

Answer: B) Document file corruption

Explanation:

Document file corruption is the most likely cause when a specific document fails to print while other documents print successfully because corrupted files contain damaged data structures, formatting errors, or invalid content that printer drivers or print systems cannot process correctly. Applications may open corrupted files with partial success, displaying most content while hiding corruption, but printing requires complete file interpretation and conversion to printer-specific format. Corruption encountered during print processing causes failures specific to affected documents without impacting printing of other uncorrupted files.

File corruption occurs through various mechanisms including incomplete file saves when applications crash or systems lose power during saving, storage media errors where bad sectors damage file data, malware that modifies files, file transfer errors when network problems or storage device issues interrupt transfers, or software bugs that create invalid file structures. Complex documents with embedded graphics, fonts, or objects are particularly vulnerable because multiple data streams must remain intact for proper processing.

Testing with a fresh copy of the document determines whether the specific file is corrupted. If the document was received via email or downloaded from the internet, requesting a fresh copy from the sender or downloading again may provide an uncorrupted version. If the file was created locally, opening and resaving it in the original application sometimes repairs minor corruption by rebuilding file structures. Exporting to different file formats such as converting Word documents to PDF creates new files that may circumvent formatting problems in original files.

Print troubleshooting for specific documents includes opening files in alternative applications to determine whether opening succeeds and whether alternative print drivers can process the content. For example, problematic Word documents might print successfully from LibreOffice or Google Docs after uploading. PDFs can be opened in multiple viewers including Adobe Reader, web browsers, or alternative PDF applications. Success with alternative applications suggests original application or driver problems rather than fundamental file corruption.

Some documents contain embedded fonts, high-resolution images, or complex graphics that exceed printer memory or processing capabilities. While not technically corruption, these resource-intensive documents may fail to print on printers with limited memory while simpler documents succeed. Simplifying documents by reducing image resolution, embedding fewer fonts, or breaking documents into smaller sections sometimes resolves printing problems for complex documents.

Question 153: 

A technician is configuring a wireless network for a small office. Which wireless standard provides the fastest theoretical maximum speed?

A) 802.11g

B) 802.11n

C) 802.11ac

D) 802.11b

Answer: C) 802.11ac

Explanation:

The 802.11ac wireless standard provides the fastest theoretical maximum speed among the listed options, with specifications supporting data rates up to several gigabits per second through advanced technologies including wider channel bandwidths, more spatial streams, and higher-order modulation schemes. Operating exclusively in the 5 GHz frequency band, 802.11ac avoids congestion common in the 2.4 GHz band while leveraging wider 80 MHz and 160 MHz channels that dramatically increase available bandwidth compared to older standards. Multi-user MIMO technology allows simultaneous transmission to multiple clients, improving overall network efficiency and real-world performance beyond simple theoretical speed improvements.

Channel bonding in 802.11ac combines multiple adjacent channels to create wider communication pathways, similar to adding lanes to highways. While older standards use 20 MHz or 40 MHz channels, 802.11ac can bond up to eight channels creating 160 MHz wide channels with correspondingly increased data capacity. Wider channels provide more frequency spectrum for data transmission, directly increasing maximum throughput. However, in crowded wireless environments, wider channels increase susceptibility to interference and may perform worse than narrower channels, requiring careful configuration based on specific deployment scenarios.

Spatial streams represent independent data transmission paths using multiple antennas. 802.11ac supports up to eight spatial streams compared to four in 802.11n, effectively multiplying available bandwidth. Each spatial stream carries independent data transmitted simultaneously on the same frequency using sophisticated signal processing to separate streams at receivers. Practical devices typically implement fewer than maximum specified streams due to cost and size constraints, with three or four streams common in consumer access points and client devices.

Real-world performance differs significantly from theoretical maximums due to factors including signal interference, distance from access points, obstacles blocking radio waves, number of connected clients sharing bandwidth, and client device capabilities. Theoretical speeds assume ideal laboratory conditions with perfect signal strength and no interference. Practical deployments typically achieve 40-60% of theoretical speeds, though this still represents substantial performance improvements over older standards.

Backward compatibility allows 802.11ac access points to communicate with older devices using 802.11n, 802.11g, or 802.11b standards. However, legacy devices operating on the network reduce overall performance because access points must allocate time for slower transmissions. Networks with mixed device capabilities perform better when older devices are minimized or isolated to separate access points, allowing modern devices to communicate at full speed without waiting for legacy traffic.

Question 154: 

A user reports that their computer is running slowly and displaying pop-up advertisements even when no browser is open. What type of malware is MOST likely causing this?

A) Ransomware

B) Rootkit

C) Adware

D) Trojan

Answer: C) Adware

Explanation:

Adware is the most likely cause when a computer displays pop-up advertisements even when browsers are closed because adware operates at the system level rather than within browser environments. This type of malicious software is specifically designed to generate advertising revenue by displaying unwanted advertisements to users through various mechanisms including desktop pop-ups, system notifications, and injected browser content. Unlike legitimate advertising that appears only within websites viewed through browsers, adware can display advertisements at any time regardless of which applications are running or whether browsers are even open.

Adware infections typically occur when users unintentionally install the malicious software alongside seemingly legitimate applications. Many free software downloads bundle adware as optional components, and users inadvertently agree to install them by not carefully reading installation prompts or by clicking through installation wizards without reviewing each step. Deceptive advertising that mimics system warnings or software update notifications also tricks users into downloading and executing adware. Once installed, adware modifies system settings, creates scheduled tasks for persistence, installs browser extensions, and integrates deeply into Windows to ensure continued operation and advertisement display.

The symptoms described in the scenario are characteristic of adware infection. System-level pop-ups appearing when browsers are closed demonstrate that advertisements originate from software running directly on the operating system rather than from websites. Adware generates revenue for its creators through forced ad impressions, click-throughs to advertising websites, and potentially through directing users to install additional unwanted software. The slow computer performance indicates that adware consumes system resources running background processes, monitoring user activity, and communicating with remote advertising servers.

Removing adware requires several steps including running reputable anti-malware software specifically designed to detect adware and potentially unwanted programs. Tools like Malwarebytes and AdwCleaner specialize in identifying and removing adware that traditional antivirus software might not flag as malicious. Scans should be run in both normal mode and Safe Mode to prevent adware from interfering with removal attempts. Additional remediation includes reviewing and uninstalling suspicious programs through Windows settings, checking for and removing unwanted browser extensions, resetting browser settings to defaults, examining Task Scheduler for automatic tasks that reinstall adware, and verifying startup programs for adware entries.

Prevention involves being cautious with free software downloads, using reputable download sources, carefully reading installation prompts and declining optional components, maintaining updated antivirus software, and avoiding clicking on suspicious advertisements or pop-ups. User education about adware distribution tactics significantly reduces infection risks and helps maintain system security.

Ransomware encrypts files and demands payment for decryption rather than displaying advertisements. Rootkits hide malware presence rather than displaying visible pop-ups. Trojans provide unauthorized access or install payloads but do not specifically focus on advertisement display.

Question 155: 

A technician is troubleshooting a printer that produces faded output on one side of the page. What is the MOST likely cause?

A) Low toner or ink

B) Dirty print heads

C) Incorrect paper type

D) Misaligned print head or drum

Answer: D) Misaligned print head or drum

Explanation:

Misaligned print heads or drums are the most likely cause when printer output shows fading on one side of the page because alignment problems prevent even distribution of toner or ink across the entire print area. Proper alignment ensures that print heads, drums, and other components maintain correct positioning relative to paper as it moves through the printer. When components shift out of alignment due to mechanical wear, physical impacts, or improper installation, one side of the page may receive inadequate toner or ink transfer while the other side prints normally. This creates the characteristic pattern of fading affecting only specific areas rather than uniform fading across the entire page.

Print head alignment affects how precisely ink droplets or toner particles are placed on paper. Laser printers use drums that must maintain exact spacing from other components including developer rollers and transfer rollers. If the drum tilts or shifts position, one side may not receive proper toner transfer or may not contact the paper with adequate pressure. Inkjet printers rely on print heads traveling across paper on precision rails, and any misalignment in this movement system causes uneven ink distribution. The print head carriage may become loose, rails may become dirty or damaged, or mechanical components may wear creating gaps on one side.

Diagnosing alignment problems involves printing test pages that reveal alignment issues through specific patterns. Most printers include built-in test page printing accessible through control panel menus or printer properties in Windows. Test pages show alignment grids, color blocks, and patterns designed to reveal misalignment. Comparing both sides of test pages identifies whether fading is consistent with alignment problems. If one side shows lighter coverage, missing lines, or gaps while the other side appears normal, alignment is the likely culprit.

Correcting alignment typically requires running automatic alignment procedures built into printer maintenance functions. Most modern printers include alignment wizards that print special patterns, scan them using built-in sensors, and automatically adjust component positions for optimal alignment. Accessing these utilities through printer properties on computers or through printer control panel menus initiates alignment processes. Following on-screen instructions and allowing the printer to complete calibration resolves most alignment problems without requiring physical adjustments or component replacement.

Physical inspection may be necessary for persistent alignment problems. Opening printer access panels to visually inspect print heads, drums, and mechanical assemblies reveals obvious misalignment, loose components, or damaged parts. Ensuring all components are properly seated in their mounting points and that no foreign objects obstruct movement paths resolves some mechanical alignment issues. For laser printers, checking that toner cartridges and drum units are fully inserted and locked in position prevents alignment problems caused by improper installation.

Low toner or ink causes uniform fading across entire pages rather than affecting only one side. Dirty print heads create streaks or missing lines rather than side-specific fading. Incorrect paper type affects overall print quality rather than creating asymmetric fading patterns.

Question 156: 

A user needs to access their home computer from work. Which technology allows this remote access?

A) VPN

B) Remote Desktop Protocol

C) SSH

D) FTP

Answer: B) Remote Desktop Protocol

Explanation:

Remote Desktop Protocol is the appropriate technology for accessing home computers from work because it provides complete remote control capabilities that allow users to see their home computer’s desktop and interact with it as if sitting at the home location. This Microsoft protocol creates connections over networks or the internet that transmit screen contents from the remote computer to the accessing device while sending keyboard and mouse input back to the remote system. Users can run applications, access files, and perform any tasks available on the remote computer with full graphical interface support making it ideal for comprehensive remote access scenarios.

Remote Desktop functionality is built into Windows Professional, Enterprise, and Education editions, requiring no additional software installation on the remote computer beyond enabling the feature through system settings. The home computer must be configured to accept Remote Desktop connections by accessing System Properties, selecting the Remote tab, and enabling Remote Desktop. Additionally, the computer must remain powered on and connected to the network to accept incoming connections. Firewall rules must permit Remote Desktop traffic on port 3389, and the home network router may require port forwarding configuration to allow connections from the internet.

Security considerations are critical for Remote Desktop access over the internet. Strong authentication using complex passwords or certificate-based authentication prevents unauthorized access. Network Level Authentication adds security by requiring authentication before establishing full remote sessions. Many users implement VPN connections as an additional security layer, first connecting to home networks through encrypted VPN tunnels before using Remote Desktop. This layered approach prevents direct internet exposure of Remote Desktop services which are frequent targets of automated attacks attempting to gain unauthorized access.

Connection establishment requires knowing the home computer’s public IP address or hostname. Dynamic DNS services provide consistent hostnames for home networks with changing IP addresses assigned by internet service providers. Users configure Dynamic DNS clients on home networks that update DNS records automatically whenever IP addresses change, ensuring the home computer remains accessible through a consistent address. After establishing connection using Remote Desktop client software, users authenticate with Windows credentials and access their home desktop remotely.

Remote Desktop supports various features enhancing remote access including multiple monitor support, USB device redirection, clipboard sharing between local and remote computers, audio redirection for playing remote computer sounds, and printer redirection for printing remote documents to local printers. These capabilities provide comprehensive functionality supporting productive remote work. Connection quality adjustments allow optimizing performance based on network bandwidth, with options ranging from low color depth for slow connections to full experience settings for fast connections.

Alternative remote access methods include third-party solutions like TeamViewer, AnyDesk, or Chrome Remote Desktop that offer simpler setup and work through firewalls more easily than Remote Desktop Protocol. However, these require installing additional software and may have different security considerations or licensing requirements.

VPN creates secure network connections but does not itself provide remote desktop access. SSH provides command-line remote access primarily for servers rather than graphical desktop control. FTP transfers files but does not provide desktop access or interactive control.

Question 157: 

A technician is configuring email on a smartphone. Which protocol should be used for sending outgoing email?

A) POP3

B) IMAP

C) SMTP

D) HTTP

Answer: C) SMTP

Explanation:

SMTP is the correct protocol for sending outgoing email because it is specifically designed to handle email transmission from clients to mail servers and between mail servers. Simple Mail Transfer Protocol operates independently from incoming mail protocols and is responsible for accepting outgoing messages from email clients, routing them to destination mail servers, and handling delivery. When configuring email on smartphones or any email client, SMTP settings must be properly configured with the mail server address and authentication credentials to enable sending messages.

SMTP operates on specific ports depending on security requirements and authentication needs. Traditional SMTP uses port 25 for server-to-server communication, but many Internet Service Providers block outbound port 25 connections to prevent spam distribution from compromised computers. For authenticated email submission from clients, port 587 is the standard providing secure authenticated transmission. Port 465 is used for SMTP over SSL providing encrypted connections from the start. Modern email configurations typically use port 587 with STARTTLS encryption that upgrades connections to encrypted after initial authentication.

Configuring SMTP on smartphones requires entering several parameters including the outgoing mail server address which may differ from the incoming mail server, the appropriate port number based on the mail service’s requirements, and authentication credentials including username and password. Most email services require authentication for SMTP to prevent unauthorized users from sending mail through their servers. The authentication credentials may be the same as incoming mail credentials or may require specific SMTP passwords for enhanced security. Connection security settings must match server requirements, selecting either SSL/TLS or STARTTLS based on the mail provider’s configuration.

Testing SMTP configuration involves sending a test message after completing setup. Successful delivery confirms that all settings are correct including server address, port, authentication, and encryption. Failed sending attempts require reviewing error messages which often indicate specific problems such as authentication failures, incorrect server addresses, blocked ports, or rejected connections. Checking with email providers for correct SMTP settings ensures accurate configuration, as settings vary among different mail services including Gmail, Outlook, Yahoo, and corporate Exchange servers.

Security considerations for SMTP include using encrypted connections to protect message contents and authentication credentials during transmission. Modern mail services require or strongly recommend encrypted SMTP to prevent interception of sensitive information. Strong passwords or application-specific passwords enhance security for SMTP authentication. Some services implement two-factor authentication that requires generating special application passwords for email client configuration rather than using primary account passwords.

Troubleshooting SMTP problems involves verifying that the mail server address is correct and reachable, confirming that the selected port is not blocked by firewalls or network restrictions, ensuring authentication credentials are accurate and active, checking that encryption settings match server requirements, and testing network connectivity to the mail server. Many SMTP failures result from incorrect port selection or mismatched encryption settings that prevent successful connection establishment.

Mobile email clients automatically configure SMTP settings for major email providers when users enter email addresses during setup. However, custom mail servers or less common providers may require manual SMTP configuration using settings provided by email administrators or service documentation.

POP3 and IMAP are incoming mail protocols used for retrieving messages from mail servers and do not handle outgoing mail. HTTP is used for web browsing and web-based email access but is not a standard protocol for email client sending operations.

Question 158: 

A user’s computer displays a “No operating system found” error. The technician verifies the hard drive is detected in BIOS. What should be done NEXT?

A) Replace the hard drive

B) Reinstall Windows

C) Repair the boot configuration

D) Update BIOS firmware

Answer: C) Repair the boot configuration

Explanation:

Repairing the boot configuration should be the next step when a computer displays operating system not found errors despite the hard drive being detected in BIOS because this scenario indicates boot configuration corruption rather than hardware failure. The boot configuration includes critical files and structures that tell the system how to locate and load the operating system. Corruption of the master boot record, boot sector, boot configuration data, or boot manager files prevents the system from finding and starting Windows even though the hard drive functions and contains the operating system files. Boot repair procedures can restore functionality without data loss or complete reinstallation.

Boot configuration problems arise from various causes including failed Windows updates that corrupt boot files, disk errors affecting boot sectors, power outages during system operations, malware infections modifying boot structures, or unsuccessful attempts to install multiple operating systems. These issues affect only boot functionality while leaving the operating system and user data intact on the drive, making repair procedures appropriate and effective. Repairing boot configuration typically takes less time than reinstalling Windows and preserves installed applications, settings, and user files.

The repair process requires Windows installation media such as a bootable USB drive or DVD. The technician boots the computer from installation media by configuring BIOS to prioritize the USB drive or optical drive in the boot order. After selecting language preferences, choosing Repair your computer instead of Install now accesses the recovery environment. The recovery environment provides several repair tools including Startup Repair which automatically diagnoses and fixes common boot problems, and Command Prompt which allows manual repair using bootrec commands.

Startup Repair represents the simplest repair approach, automatically scanning for boot problems and attempting fixes without requiring technical knowledge. This automated tool examines the master boot record, boot sector, boot configuration data store, and Windows system files, repairing detected issues. Running Startup Repair multiple times may be necessary for complex problems as some issues require multiple passes to completely resolve. If Startup Repair succeeds, the computer boots normally into Windows with all data and applications intact.

Manual boot repair using Command Prompt provides more control for technicians comfortable with command-line tools. The bootrec utility includes several commands that repair different boot components. The command bootrec /fixmbr repairs the master boot record, bootrec /fixboot writes a new boot sector, and bootrec /rebuildbcd rebuilds the boot configuration data store by scanning for Windows installations and adding them to the boot menu. Executing all three commands systematically addresses different aspects of boot configuration and resolves most boot problems.

After successful boot repair, the system should restart normally into Windows. Testing basic functionality and checking Event Viewer logs confirms that repairs resolved all issues without introducing new problems. If boot problems persist after multiple repair attempts, more severe issues may exist including extensive disk corruption, actual hard drive failure despite BIOS detection, or problems requiring clean Windows installation. However, boot configuration repair should always be attempted first because it frequently succeeds and avoids unnecessary data loss from reinstallation.

Question 159: 

A technician is setting up a new wireless router for a home network. Which security setting should be enabled to encrypt wireless traffic?

A) SSID broadcast

B) MAC filtering

C) WPA3

D) DHCP

Answer: C) WPA3

Explanation:

WPA3 should be enabled to encrypt wireless traffic because it is the most current and secure wireless encryption protocol available for protecting wireless network communications. This protocol encrypts all data transmitted over wireless connections using advanced encryption standards that prevent interception and unauthorized access. WPA3 provides the strongest protection against various attack methods including password cracking, eavesdropping, and man-in-the-middle attacks that target wireless networks. Implementing proper encryption is essential for home network security as unencrypted wireless networks allow anyone within signal range to intercept network traffic and potentially access sensitive information.

WPA3 introduced several significant security improvements over its predecessor WPA2 including Simultaneous Authentication of Equals which replaces the vulnerable four-way handshake used in WPA2. This new authentication method protects against offline dictionary attacks where attackers capture authentication handshakes and attempt to crack passwords using powerful computers trying millions of password combinations. WPA3 makes these offline attacks computationally infeasible, meaning even weak passwords provide substantially better protection than they would under WPA2. This improvement is particularly important because many home network users choose passwords vulnerable to dictionary attacks.

Forward secrecy is another critical WPA3 security enhancement that generates unique encryption keys for each session between devices and the access point. If an attacker eventually discovers the network password, they cannot decrypt wireless traffic captured previously because each past session used different encryption keys that are no longer available. This protection defends against patient attackers who might capture encrypted traffic over extended periods hoping to eventually crack passwords and decrypt historical data. Forward secrecy ensures that compromised passwords only affect future traffic, not previously captured communications.

Configuring WPA3 on wireless routers involves accessing the router’s administrative interface through a web browser, navigating to wireless security settings, and selecting WPA3 as the encryption method. When WPA3 is selected, the router requires all connecting devices to support WPA3 authentication and encryption. For environments with older devices that do not support WPA3, routers offer WPA3 transitional mode that accepts both WPA3 and WPA2 connections. However, security is limited to WPA2 levels for older devices, so users should plan to upgrade or replace devices to achieve full WPA3 security benefits.

Strong passwords remain important even with WPA3’s enhanced security features. Administrators should configure complex passwords using combinations of uppercase and lowercase letters, numbers, and special characters with lengths of at least 12 to 16 characters. Password managers help generate and store these complex passwords, making them practical to use despite being too complex to remember easily. Regular password changes and immediate password updates after potential compromises maintain security posture over time.

Question 160: 

A user reports that their laptop screen remains black after pressing the power button, but they can hear the fan running. What should be checked FIRST?

A) RAM modules

B) Display brightness settings

C) Hard drive

D) Power supply

Answer: B) Display brightness settings

Explanation:

Display brightness settings should be checked first when a laptop powers on with audible fan operation but displays nothing on the screen because accidentally reduced brightness or disabled display output are common causes of apparently blank screens. Many laptops include function key combinations that adjust screen brightness, and users sometimes inadvertently press these combinations, reducing brightness to minimum levels that make the screen appear completely black. Similarly, function keys that toggle display output between the internal screen, external displays, and both outputs can disable the internal screen entirely when accidentally pressed. Checking and adjusting these simple settings quickly resolves many apparent display failures without requiring hardware troubleshooting or component replacement.

Testing brightness involves pressing the brightness increase function key multiple times, typically Fn key combined with a function key marked with a sun or brightness icon. Repeatedly pressing the brightness increase combination several times ensures the brightness is raised from minimum to a visible level. If the screen remains dark, trying the display toggle function key that cycles through display output options may enable the internal display if it was accidentally switched off. The display toggle function is usually Fn combined with a function key marked with a monitor icon or labeled with display-related text.

Some laptops include dedicated brightness buttons or touch-sensitive brightness controls that bypass function key combinations. Physical brightness buttons may be located on keyboard edges or above the keyboard. Touch-sensitive controls sometimes appear as slider bars on keyboard areas or screen bezels. Checking all available brightness control methods ensures that reduced brightness is properly ruled out before investigating more complex causes. Adjusting brightness in different ways accommodates various laptop designs and control implementations.

External display connections should be checked because laptops configured to output only to external monitors display nothing on internal screens. If an external monitor, projector, or docking station was previously connected, the laptop may retain the external-only display configuration even after disconnecting the external display. Connecting an external monitor temporarily can reveal whether the laptop is functioning normally but directing output to a non-existent external display. If the external monitor shows the desktop normally, the display output configuration needs adjustment to enable the internal screen.

After exhausting brightness and display output settings, additional troubleshooting becomes necessary. Shining a bright flashlight at the screen from various angles while the laptop is powered on can reveal whether images appear very dimly. Faint visible images indicate backlight failure where the LCD panel displays content but the backlight that illuminates the screen has failed. Complete absence of any visible images even under bright direct light suggests more serious problems including failed LCD panels, disconnected display cables, or graphics hardware failures.

Question 161: 

A technician needs to configure Windows to show hidden files and folders. Where should this setting be changed?

A) Control Panel – System

B) Control Panel – File Explorer Options

C) Settings – Privacy

D) Device Manager

Answer: B) Control Panel – File Explorer Options

Explanation:

File Explorer Options in Control Panel provides access to settings that control how files and folders are displayed including the option to show hidden files and folders. By default, Windows hides certain system files and folders to prevent accidental deletion or modification by users, simplifying the interface and reducing the risk of inadvertent damage to important system components. However, troubleshooting, system administration, and advanced configuration tasks often require viewing hidden files to access configuration files, identify malware hiding in system directories, or manage files that Windows hides by default. Enabling this setting makes all hidden files and folders visible in File Explorer.

Accessing File Explorer Options involves opening Control Panel through the Start menu or search function and selecting File Explorer Options, which may also be labeled Folder Options in some Windows versions. This control panel applet opens a dialog box with three tabs providing various file display and behavior settings. The View tab contains numerous advanced settings that control File Explorer behavior including the critical setting for hidden files and folders. Scrolling through the advanced settings list reveals the option labeled Show hidden files, folders, and drives which must be selected to make hidden items visible.

The configuration process requires selecting the radio button for Show hidden files, folders, and drives, then clicking Apply or OK to save the change. File Explorer immediately begins displaying previously hidden files and folders, which typically appear with slightly faded or translucent icons to indicate their hidden status. This visual differentiation helps users identify hidden files while working in directories containing both hidden and normal files. The setting applies system-wide and affects all user accounts on the computer until explicitly changed back.

Additional useful View tab settings include the option to show file extensions for known file types, which displays complete filenames including extensions like .exe, .pdf, or .docx. Showing extensions helps identify file types at a glance and reveals potentially malicious files disguised with misleading names like document.pdf.exe. Another valuable setting shows the full path in the title bar, clearly indicating which folder is currently open in File Explorer windows. These settings increase transparency and control over the file system, though they also increase interface complexity that may confuse less experienced users.

Some files remain hidden even after enabling the show hidden files option because they have the system attribute set in addition to the hidden attribute. Windows provides an additional setting to show protected operating system files that are hidden by default for safety. This setting is typically left disabled unless specifically needed because protected system files should not be modified under normal circumstances. Accidentally deleting or modifying critical system files can render Windows unstable or unbootable, so showing protected system files should be enabled only when necessary and disabled afterward.

Hidden files serve legitimate purposes including storing application configuration data, maintaining system settings, preserving user preferences, and protecting critical system components from accidental modification. Many applications create hidden folders in user profile directories to store settings and data. Malware also frequently uses hidden attributes to conceal malicious files from casual observation, making the ability to view hidden files important for security investigations and malware removal procedures. Technicians regularly enable hidden file viewing when troubleshooting, removing malware, or performing system maintenance.

Question 162: 

A user’s smartphone is not charging when connected to a charger. The charging cable works with other devices. What should be checked FIRST?

A) Battery replacement

B) Charging port for debris

C) Power adapter

D) Phone software update

Answer: B) Charging port for debris

Explanation:

The charging port should be checked for debris first when a smartphone fails to charge with a working cable because accumulated lint, dust, and other particles frequently block charging port contacts preventing proper electrical connection. Smartphone charging ports are exposed openings that collect debris from pockets, bags, and environments where phones are carried and used. Over time, significant accumulation can compress into the port preventing charging cables from fully inserting or making proper contact with charging pins. This physical obstruction is the most common cause of charging failures when cables themselves are functional.

Inspecting the charging port involves using a flashlight to illuminate the interior of the port while examining it from multiple angles. Visible lint, dust, pocket debris, or other foreign material indicates cleaning is necessary. The compressed nature of accumulated debris often makes it difficult to see unless specifically looking for it. Careful visual inspection reveals even small amounts of material that interfere with connection quality. Understanding that this debris accumulation is extremely common and easily resolved without technical expertise or component replacement makes inspection the logical first troubleshooting step.

Cleaning the charging port requires care to avoid damaging delicate internal contacts. Appropriate cleaning tools include wooden toothpicks, plastic dental floss picks, or specialized electronic cleaning tools that are non-conductive and soft enough not to damage contacts. The cleaning process involves gently scraping along the bottom and sides of the port to dislodge compressed debris, then using compressed air in short bursts to blow loosened material out of the port. Multiple cleaning passes may be necessary to remove heavily compacted material. Avoid using metal objects like paperclips or needles that can damage contacts or cause short circuits.

After cleaning, testing charging cable insertion reveals whether the cable now seats fully into the port. Properly cleaned ports allow cables to insert completely with a solid feel and secure connection. If the cable now inserts further than before cleaning and charging resumes, the debris was the problem. Cables should fit snugly without excessive force and should not easily pull out with light tension when properly inserted into clean ports.

Wireless charging provides an alternative charging method when available for devices supporting it. If the phone charges successfully on wireless chargers but not through the charging port, this confirms port-related problems rather than battery or charging circuit issues. Wireless charging can serve as a temporary solution while port cleaning or repair is arranged. However, wireless charging typically charges more slowly than wired charging and requires compatible wireless charging pads.

Question 163: 

A technician is troubleshooting a computer that boots into a black screen with a cursor. What is the MOST likely cause?

A) Failed hard drive

B) Corrupted Windows files

C) RAM failure

D) Monitor disconnected

Answer: B) Corrupted Windows files

Explanation:

Corrupted Windows files are the most likely cause when a computer boots to a black screen with a blinking cursor because this symptom indicates the system passed the BIOS POST stage successfully but encountered problems loading the Windows operating system. The presence of a cursor shows that basic video functionality works and the computer reaches a stage where Windows should be starting but fails to complete loading due to missing, damaged, or corrupted system files. This specific failure point occurs after hardware initialization completes but before the graphical user interface loads, strongly suggesting software-level corruption rather than hardware failure.

Windows boot process involves several stages including BIOS initialization, boot sector execution, boot manager loading, and Windows kernel initialization. The black screen with cursor typically appears when the boot manager successfully starts but cannot locate or properly load Windows kernel files or critical system components. File corruption affecting boot configuration data, kernel files, or essential drivers prevents normal Windows startup. This corruption can result from improper shutdowns, power failures during system operations, disk errors, malware infections, or failed Windows updates that modify system files.

Troubleshooting corrupted Windows files requires booting from Windows installation media to access recovery tools. Creating bootable USB installation media from another computer allows accessing the Windows Recovery Environment that provides repair options. After booting from installation media and selecting Repair your computer, several repair tools become available including Startup Repair which automatically diagnoses and fixes common boot problems, System Restore which can revert to a previous working state, and Command Prompt for advanced manual repairs.

Startup Repair is typically the first tool to attempt because it automatically scans for problems preventing Windows from starting properly. This automated tool examines boot configuration, checks for corrupted system files, and attempts repairs without requiring user intervention beyond launching the tool. Multiple runs of Startup Repair may be necessary as some problems require iterative fixes across several repair attempts. If Startup Repair succeeds, Windows should boot normally with all user data and installed applications preserved.

System Restore provides another repair option by reverting Windows system files and settings to a previous point in time when the system was working correctly. This restoration affects system files, installed applications, and Windows settings but preserves personal files like documents and photos. System Restore requires that restore points were previously created by Windows or the user. Selecting an appropriate restore point from before the problem began and allowing the restoration to complete often resolves corruption caused by recent changes including software installations or updates.

Question 164: 

A user reports that their computer’s date and time reset to incorrect values every time the computer is powered off. What is the MOST likely cause?

A) Corrupted Windows registry

B) Failed CMOS battery

C) Incorrect time zone settings

D) Disabled Windows Time service

Answer: B) Failed CMOS battery

Explanation:

A failed CMOS battery is the most likely cause when a computer’s date and time reset to incorrect values after each power-off because the CMOS battery maintains BIOS settings and system clock information when the computer is disconnected from power. This small coin-cell battery on the motherboard provides continuous power to a small amount of memory that stores BIOS configuration including system date and time. When the battery fails or depletes, this information is lost whenever main power is removed, causing the clock to reset to default values each time the computer is turned off or unplugged. The battery typically lasts three to five years under normal conditions before requiring replacement.

The CMOS battery serves critical functions beyond just maintaining the clock. It preserves all BIOS settings including boot order, hardware configurations, power management settings, and security settings. When the battery fails, all these settings revert to factory defaults at each power loss, potentially causing various problems including boot failures if custom boot order was necessary, hardware detection issues if specific configurations were required, and password prompts disappearing if BIOS passwords were set. The date and time reset is often the most obvious symptom that alerts users to battery failure, but other BIOS setting losses may occur simultaneously.

Diagnosing CMOS battery failure involves observing whether date and time problems occur only after the computer has been completely powered off and unplugged, not just after normal shutdown while the power cord remains connected. Computers that remain plugged in may maintain BIOS settings through standby power even with dead CMOS batteries, making the problem appear intermittent. Testing by unplugging the computer overnight and checking the date and time upon next startup confirms CMOS battery failure if the clock has reset. Additional symptoms include BIOS settings requiring reconfiguration after power loss and possible BIOS warning messages during startup about CMOS checksum errors or battery problems.

Replacing the CMOS battery is a straightforward maintenance procedure. For desktop computers, the process involves powering down completely, disconnecting power, opening the case, locating the coin-cell battery on the motherboard, noting the battery orientation before removal, carefully releasing the retention clip, removing the old battery, installing a new CR2032 or equivalent battery with correct polarity, and closing the case. After replacement, the computer should be started and BIOS settings reconfigured to appropriate values including date, time, boot order, and any custom settings that were previously configured.

Laptop CMOS battery replacement is more complex because batteries may be in less accessible locations requiring more extensive disassembly. Some laptops use specialized battery types or have batteries soldered to motherboards requiring professional replacement. Users should consult service manuals or seek professional assistance for laptop CMOS battery replacement to avoid damaging components during disassembly. Many laptops maintain BIOS settings through main battery power supplementing or replacing dedicated CMOS batteries, making CMOS battery failure less common in portable devices.

Question 165: 

A technician needs to configure a Windows 10 computer to boot into Safe Mode. Which method should be used?

A) Press F8 during startup

B) Use System Configuration (msconfig)

C) Modify registry settings

D) Use Device Manager

Answer: B) Use System Configuration (msconfig)

Explanation:

System Configuration accessed through msconfig is the recommended method for configuring Windows 10 computers to boot into Safe Mode because it provides a reliable graphical interface that allows selecting Safe Mode options without requiring precise timing during startup or complex command-line procedures. The System Configuration utility includes a Boot tab with checkbox options for Safe boot that configure the system to start in Safe Mode on the next restart. This method works consistently across different hardware configurations and Windows versions, making it the most reliable approach for most users and technicians.

Accessing System Configuration involves pressing Windows key plus R to open the Run dialog, typing msconfig, and pressing Enter. The System Configuration window opens with multiple tabs including General, Boot, Services, Startup, and Tools. Selecting the Boot tab displays boot options including a Safe boot checkbox with radio button options for different Safe Mode variants. Minimal provides basic Safe Mode with minimal drivers and services, Alternate shell provides Safe Mode with Command Prompt, Active Directory repair is for domain controllers, and Network enables Safe Mode with networking support for internet connectivity.

Configuring Safe Mode requires checking the Safe boot checkbox and selecting the appropriate radio button for the desired Safe Mode type. For most troubleshooting scenarios, Minimal Safe Mode suffices, while Network option is necessary when internet connectivity is needed during Safe Mode operation for downloading drivers or updates. After selecting options and clicking Apply and OK, restarting the computer launches Safe Mode automatically. The system displays Safe Mode text in the corners of the screen confirming the special startup mode is active.

Safe Mode provides a diagnostic environment with only essential drivers and services loaded, allowing troubleshooting of problems caused by third-party software, drivers, or startup programs. Malware removal, driver troubleshooting, system file repair, and various other maintenance tasks benefit from Safe Mode’s clean environment where problematic software cannot load and interfere with repair operations. The minimal configuration makes the system more stable and responsive when regular Windows mode experiences crashes or severe performance problems.

After completing troubleshooting in Safe Mode, returning to normal startup requires opening System Configuration again, unchecking the Safe boot option on the Boot tab, and restarting. Forgetting to disable Safe boot causes the computer to continue booting into Safe Mode on subsequent restarts, potentially confusing users who expect normal operation. The confirmation dialog that appears when closing System Configuration after making changes reminds users about the pending boot configuration change and prompts for immediate restart or delayed restart.