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Q11. A customer calls an IT consultant to explain an issue they are having with their Windows 7 Professional PC. Windows Update attempts to install patches upon each startup but fails on the same single update. The customer has attempted to re-run Windows Update from Control Panel but the issue remains. Which of the following courses of action would BEST resolve the problem? 

A. Running a full DEFRAG on the system 

B. Clearing the AppData temp folder entirely 

C. Clearing the Windows Update download cache entirely D. Uninstalling the Windows Update feature in Windows 7 and reinstalling it directly from the Microsoft website 


Q12. A user calls the helpdesk reporting that when accessing the company portal, it redirects to an unfamiliar website. Which of the following steps would the technician take to resolve this issue using best practices? 

A. Identify symptoms, quarantine infected system, and create restore point. 

B. Quarantine infected system, identify symptoms, and create restore point. 

C. Identify symptoms, educate end user, and create restore point. 

D. Create restore point, identify symptoms, and quarantine infected system. 


Q13. A user reports unexpected icons appearing on the desktop. The technician identifies that the symptoms point to a malware infection. Which of the following procedures would be performed NEXT? 

A. Quarantine infected system 

B. Schedule scans and run updates 

C. Report the issue to the information security officer 

D. Disable System Restore (in Windows) 

E. Educate end user 


Q14. A customer is reporting a burning smell coming from a CRT monitor. Which of the following should be taken into consideration before attempting to resolve the customer’s issue? 

A. Disconnect power before inspecting the CRT power supply 

B. CRT monitors should be serviced by qualified personnel 

C. Have compressed air available to clear out the debris 

D. Wear safely goggles to protect from the cathodes 


Q15. An end user calls the company’s IT service desk to report an inability to open encrypted emails on a mobile device. Which of the following BEST represents a possible cause? 

A. A valid certificate suitable for S/MIME is not installed. 

B. Emails received by the user lack suitable digital signatures. 

C. SSL/TLS certificates stored on the device are expired. 

D. The sender did not have the addressee’s public certificate. 


Q16. A laser printer is producing completely blank sheets. Which of the following processes should the technician check FIRST? 

A. Fusing 

B. Paper handling 

C. Transfer 

D. Development 


Q17. A technician is in need of a device that would give the BEST network protection within a single device. Which of the following devices would the technician use? 






Q18. A PC technician has been asked to verify certain Group Policies applied on a workstation. Which of the following commands should be run on the workstation? 

A. extract 

B. tasklist 

C. gpupdate 

D. gpresult 

E. chkdsk 


Q19. A technician has upgraded four computers and would like to securely repurpose the hard drives for later use. Which of the following should the technician do to the drives to prepare them for later use? 

A. chkdsk 

B. Degauss 

C. Quick format 

D. Drive wipe 


Q20. A customer reports very slow wireless connection speeds in the new office. Which of the following tools should a technician use to troubleshoot the issue? 

A. WiFi analyzer 

B. Loopback plug 

C. Signal booster 

D. Packet sniffer