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time savings for technicians making repairsimprovement in RAM access timeimprovement in data protectionelimination of the need for repairsreduction in the number of equipment failuresextension of the life of components
time savings for technicians making repairs
improvement in RAM access time
improvement in data protection
elimination of the need for repairs
reduction in the number of equipment failures
extension of the life of components
Scan for and remove any virus found.Run chkdsk /F /R to fix the hard drive file entries.Use the System Recovery Options to select the correct active partition.Replace the hard drive on the computer.
Scan for and remove any virus found.
Run chkdsk /F /R to fix the hard drive file entries.
Use the System Recovery Options to select the correct active partition.
Replace the hard drive on the computer.
A full format will delete files from the disk while analyzing the disk drive for errors.A full format uses the faster FAT32 file system, whereas a quick format uses the slower NTFS file system.A full format will delete every partition on the hard drive.A full format is the only method of installing Windows 8.1 on a PC that has an operating system currently installed.
A full format will delete files from the disk while analyzing the disk drive for errors.
A full format uses the faster FAT32 file system, whereas a quick format uses the slower NTFS file system.
A full format will delete every partition on the hard drive.
A full format is the only method of installing Windows 8.1 on a PC that has an operating system currently installed.
It allows users to modify and share the source code.It requires acknowledged completion of a professional training course prior to use.It requires registration instead of purchasing.It cannot be used for campus-wide deployment.It does not require purchase in order to use the software.
It allows users to modify and share the source code.
It requires acknowledged completion of a professional training course prior to use.
It requires registration instead of purchasing.
It cannot be used for campus-wide deployment.
It does not require purchase in order to use the software.
MsconfigNtldrTask ManagerRegedit
Msconfig
Ntldr
Task Manager
Regedit
enabling device driversPOSTallocation of memory to applicationsvirtualization supportboot sequence
enabling device drivers
POST
allocation of memory to applications
virtualization support
boot sequence
The widget is associated with the app and this is the normal behavior.The user has downloaded a virus.The security settings of the Android OS have been compromised.The widget is corrupt.
The widget is associated with the app and this is the normal behavior.
The user has downloaded a virus.
The security settings of the Android OS have been compromised.
The widget is corrupt.
System RegistrySafe modeBIOSAdministrative ToolsCommand Prompt
System Registry
Safe mode
BIOS
Administrative Tools
Command Prompt
\\username\password/WORK1/installs\\ username\WORK2\\installs\WORK2|installs\\work1\installs\\username\Work2\installs// WORK2/installs
\\username\password/WORK1/installs
\\ username\WORK2\\installs
\WORK2|installs
\\work1\installs
\\username\Work2\installs
// WORK2/installs
A Molex power connector supplies power to a motherboard.A SATA power connector is used to connect to a hard disk drive or an optical drive.A Molex connector and a SATA connector can be used on the same drive at the same time.An ATX main power connector supplies power to a video adapter.
A Molex power connector supplies power to a motherboard.
A SATA power connector is used to connect to a hard disk drive or an optical drive.
A Molex connector and a SATA connector can be used on the same drive at the same time.
An ATX main power connector supplies power to a video adapter.
Event ViewerTask ManagerDevice ManagerDisk Management
Event Viewer
Device Manager
Disk Management
FAT32HPFSNTFSFAT16
FAT32
HPFS
NTFS
FAT16
application, transport, internet, network accessapplication, transport, network, data linkphysical, data link, network, transportapplication, presentation, internet, network accessapplication, presentation, session, transport
application, transport, internet, network access
application, transport, network, data link
physical, data link, network, transport
application, presentation, internet, network access
application, presentation, session, transport
A data center provides access to shared computing resources, wheras a cloud is a private on-premise facility that stores and processes local data.Cloud computing solutions are network resources and services provided to the clients through the use of services from data centers.Data centers require cloud computing but cloud computing does not require data centers.The data center makes use of more devices to process data.
A data center provides access to shared computing resources, wheras a cloud is a private on-premise facility that stores and processes local data.
Cloud computing solutions are network resources and services provided to the clients through the use of services from data centers.
Data centers require cloud computing but cloud computing does not require data centers.
The data center makes use of more devices to process data.
The hard drive is failing.The CPU fan is not functioning.The BIOS is corrupt.The CMOS battery has failed.
The hard drive is failing.
The CPU fan is not functioning.
The BIOS is corrupt.
The CMOS battery has failed.
Ask me laterUnblockTurn offDeny allTurn onKeep blocking
Ask me later
Unblock
Turn off
Deny all
Turn on
Keep blocking
when a customer demands talking to a particular technicianwhen a problem requires expertise from another technicianwhen a customer appears to be very knowledgeablewhen the technician cannot understand the problem as explained by the customer
when a customer demands talking to a particular technician
when a problem requires expertise from another technician
when a customer appears to be very knowledgeable
when the technician cannot understand the problem as explained by the customer
satelliteISDNmicrowavecellular
satellite
ISDN
microwave
cellular
a HEPA-capable vacuumisopropyl alcohola lint-free clotha damp cloth
a HEPA-capable vacuum
isopropyl alcohol
a lint-free cloth
a damp cloth
motherboardCCFLbacklightinverterbattery
motherboard
CCFL
backlight
inverter
battery
Turn off the GPS when not in use.Disable or remove apps that allow connections to the GPS.Set the device to connect only to known WiFi networks.Use a VPN connection whenever possible.Set the device to not store credentials.
Turn off the GPS when not in use.
Disable or remove apps that allow connections to the GPS.
Set the device to connect only to known WiFi networks.
Use a VPN connection whenever possible.
Set the device to not store credentials.
Ask the customer further questions to diagnose and attempt to fix the problem.Escalate the customer to a level two technician.Document the reason the customer called and create a support ticket.Place the customer on hold until the customer has time to cool down.Inform the customer of the need to call back later.
Ask the customer further questions to diagnose and attempt to fix the problem.
Escalate the customer to a level two technician.
Document the reason the customer called and create a support ticket.
Place the customer on hold until the customer has time to cool down.
Inform the customer of the need to call back later.
Disk Error-CheckingDeja DupDisk UtilitySystem Restore
Disk Error-Checking
Deja Dup
Disk Utility
System Restore
power supply failureRAM failinglack of antivirus softwaredevice driver errorsout-of-date browser
power supply failure
RAM failing
lack of antivirus software
device driver errors
out-of-date browser
loose cablesenvironmental controlunseated adapter cardsshort circuits
loose cables
environmental control
unseated adapter cards
short circuits
to ensure the CPU is running at its peak speedto conserve the battery life by reducing the bus speed between the CPU and RAMWhat tool is included in the Mac OS X for backing up disks to image files and recovering disk images?to reduce the heat that the CPU may generateto enhance the performance of the CPU
to ensure the CPU is running at its peak speed
to conserve the battery life by reducing the bus speed between the CPU and RAM
What tool is included in the Mac OS X for backing up disks to image files and recovering disk images?
to reduce the heat that the CPU may generate
to enhance the performance of the CPU
if there are signs of swellingif the screen brightness begins to dimif the battery only supports the system for a reduced period of timeif the device feels warm to the touch
if there are signs of swelling
if the screen brightness begins to dim
if the battery only supports the system for a reduced period of time
if the device feels warm to the touch
Use the recovery partition to reinstall Windows.Update the driver for the graphics card.Run the programs in Compatibility Mode.Use the System Restore utility.
Use the recovery partition to reinstall Windows.
Update the driver for the graphics card.
Run the programs in Compatibility Mode.
Use the System Restore utility.
The default gateway is not set.The TCP/IP protocol stack is not loaded.The NIC driver is out of date.The operating system is not compatible with the remote sites.
The default gateway is not set.
The TCP/IP protocol stack is not loaded.
The NIC driver is out of date.
The operating system is not compatible with the remote sites.
Remove the battery.Enable Bluetooth in BIOS Setup.Disconnect AC power.Ensure that the antistatic wrist strap is attached to a nonpainted portion of the laptop.Ensure that the laptop Bluetooth switch is enabled.
Remove the battery.
Enable Bluetooth in BIOS Setup.
Disconnect AC power.
Ensure that the antistatic wrist strap is attached to a nonpainted portion of the laptop.
Ensure that the laptop Bluetooth switch is enabled.
bad cables or connections at the customer sitehardware failure of the ISR used to connect the customer to the ISPimproper IP address configuration on the hostfailure of DNS to resolve names to IP addresses
bad cables or connections at the customer site
hardware failure of the ISR used to connect the customer to the ISP
improper IP address configuration on the host
failure of DNS to resolve names to IP addresses
Passwords should be set to expire every 60 days.Passwords should contain letters and numbers.Passwords should contain only capital letters.Passwords should contain no more than eight characters.Passwords must contain encrypted characters.
Passwords should be set to expire every 60 days.
Passwords should contain letters and numbers.
Passwords should contain only capital letters.
Passwords should contain no more than eight characters.
Passwords must contain encrypted characters.
CPULCD screencameramedia player
CPU
LCD screen
camera
media player
Ensure each wireless NIC is configured to operate at different frequencies from all other wireless NICs.Ensure the wireless network is on a different frequency than the offending source.Ensure the number of wireless NICs exceeds the number of wireless phones.Ensure the humidity and temperature levels are set as low as possible.
Ensure each wireless NIC is configured to operate at different frequencies from all other wireless NICs.
Ensure the wireless network is on a different frequency than the offending source.
Ensure the number of wireless NICs exceeds the number of wireless phones.
Ensure the humidity and temperature levels are set as low as possible.
The printer drum is damaged.The printer has an incorrect IP address.The printer does not have enough memory.The printer toner is low.
The printer drum is damaged.
The printer has an incorrect IP address.
The printer does not have enough memory.
The printer toner is low.
Format the partition.Assign a drive letter to the partition.Shrink the partition.Extend the partition.
Format the partition.
Assign a drive letter to the partition.
Shrink the partition.
Extend the partition.
Reconfigure TCP/IP settings on the laptop.Verify in the laptop software whether any wireless networks are detected.Reinsert the laptop battery.Verify that the laptop is plugged into an electrical outlet.Try moving the laptop to different places to see if a signal can be detected.
Reconfigure TCP/IP settings on the laptop.
Verify in the laptop software whether any wireless networks are detected.
Reinsert the laptop battery.
Verify that the laptop is plugged into an electrical outlet.
Try moving the laptop to different places to see if a signal can be detected.
advanced graphics cardPOST cardBIOS cardUSB expansion card
advanced graphics card
POST card
BIOS card
USB expansion card
Avoid bending your knees when lifting the printer.Lift the equipment using the strength in your legs and knees.Avoid lifting the printer close to your body.Avoid lifting the equipment using the strength in your back.Bend your back to pick the printer up.
Avoid bending your knees when lifting the printer.
Lift the equipment using the strength in your legs and knees.
Avoid lifting the printer close to your body.
Avoid lifting the equipment using the strength in your back.
Bend your back to pick the printer up.
Log in as a different user.Discuss solutions with the customer.Search helpdesk repair logs for more information.Disconnect the computer from the network.Ask the customer open-ended questions about the problem
Log in as a different user.
Discuss solutions with the customer.
Search helpdesk repair logs for more information.
Disconnect the computer from the network.
Ask the customer open-ended questions about the problem
TPMWindows UpdateBitLockerEFS
TPM
Windows Update
BitLocker
EFS
Reinstall the correct drivers.Run sfc/scannow in Safe Mode.Use the msconfig command to adjust the startup settings for the program.Reinstall the program that is associated with the corrupt DLL file.Run Windows Startup Repair.
Reinstall the correct drivers.
Run sfc/scannow in Safe Mode.
Use the msconfig command to adjust the startup settings for the program.
Reinstall the program that is associated with the corrupt DLL file.
Run Windows Startup Repair.
The new computer doesn’t have an NTFS partition.The network proxy decrypted the data to scan it for malware.The sensitive data was transferred with the FTP protocol.Encrypted files cannot be transferred across a network.
The new computer doesn’t have an NTFS partition.
The network proxy decrypted the data to scan it for malware.
The sensitive data was transferred with the FTP protocol.
Encrypted files cannot be transferred across a network.
Check the Folder is Ready for Archiving box in the properties of each folder.Give the users administrator rights on their computers.Make the users members of a group called Backup Operators.Grant the users read permissions on all files.
Check the Folder is Ready for Archiving box in the properties of each folder.
Give the users administrator rights on their computers.
Make the users members of a group called Backup Operators.
Grant the users read permissions on all files.
to remotely lock the email account if the device is stolento re-synchronize the email account with other devicesto enable pictures and documents to be included in email messagesto encrypt the email messages
to remotely lock the email account if the device is stolen
to re-synchronize the email account with other devices
to enable pictures and documents to be included in email messages
to encrypt the email messages
Steps 1, 2, 4Steps 1, 4, 3Steps 1, 3, 2Steps 2, 3, 4
Steps 1, 2, 4
Steps 1, 4, 3
Steps 1, 3, 2
Steps 2, 3, 4
FTP server IP addressFTP client IP addressusernameFTP server port numberFTP client port numberpassword
FTP server IP address
FTP client IP address
username
FTP server port number
FTP client port number
password
documentation of the problem and its solutionidentification of the problempreparation of a plan of actionimplementation of the solution
documentation of the problem and its solution
identification of the problem
preparation of a plan of action
implementation of the solution
communication etiquette rulesmaximum number of service calls per daychain of custody proceduresguaranteed service response time
communication etiquette rules
maximum number of service calls per day
chain of custody procedures
guaranteed service response time
PANLANWANMAN
PAN
LAN
WAN
MAN
Both laser and inkjet printers produce poor quality images.A laser printer is significantly slower than an inkjet printer.Inkjet printers are less expensive as an initial purchase than laser printers.The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper after printing.Inkjet printers use plain paper to make economical prints, but laser printers require more expensive thermal paper.
Both laser and inkjet printers produce poor quality images.
A laser printer is significantly slower than an inkjet printer.
Inkjet printers are less expensive as an initial purchase than laser printers.
The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper after printing.
Inkjet printers use plain paper to make economical prints, but laser printers require more expensive thermal paper.
Tell the customer to install 2 GB of DDR3 PC3-10600 RAM.Confirm the issues and give detailed instructions to solve the problem.Suggest that the customer purchase a new computer.Explain that the original technician is no good and the supervisor will be told.
Tell the customer to install 2 GB of DDR3 PC3-10600 RAM.
Confirm the issues and give detailed instructions to solve the problem.
Suggest that the customer purchase a new computer.
Explain that the original technician is no good and the supervisor will be told.
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