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A+ Certification Practice Questions Exam Cram 2 2nd Edition
The Smart Way to Study™
Covers the critical information you’ll need to know
to score higher on the A+ Exams!
* Features more than 850 questions organized according to the Essentials, IT Technician, Remote Support Technician, and Depot Technician exam objectives so you can easily assess
your knowledge of each topic.
* Each question includes a detailed explanation of answers.
* Use our innovative Quick-Check Answer System™ to quickly find answers as you work your way through the questions.
WRITTEN BY A LEADING A+ EXPERT
Charles J. Brooks is currently co-owner and vice president of Educational Technologies Group Inc., as well as co-owner of eITPrep LLP, an online training company. He is in charge of research and product development at both organizations. A former electronics instructor and technical writer with the National Education Corporation, Charles taught and wrote on post-secondary EET curriculum, including introductory electronics, transistor theory, linear integrated circuits, basic digital theory, industrial electronics, microprocessors, and computer peripherals. Charles has authored several books, including the first five editions of A+ Certification Training Guide, The Complete Introductory Computer Course, and IBM PC Peripheral Troubleshooting and Repair. He also writes about networking, residential technology integration, and convergence.
CD Features MeasureUp Practice Questions!
* All questions in this book are included on the CD, giving you yet another effective tool to assess your readiness for all four A+ exams.
* MeasureUp’s innovative test product features multiple test modes and questions that simulate an actual A+ Exam, and detailed answer explanations of correct and incorrect answers, among other features.
* Random questions and order of answers.
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ISBN-13: 978-0-7897-3566-9
ISBN-10: 0-7897-3566-0
CONTENTS:
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Chapter 1:
Essentials Exam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Practice Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Domain 1.0: Personal Computer Components................................................... 5
Objective 1.1: Identify the fundamental principles of
using personal computers........................................................................... 5
Objective 1.2: Install, configure, optimize, and upgrade
personal computer components............................................................... 12
Objective 1.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for personal computer
components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Objective 1.4: Perform preventative maintenance on
personal computer components............................................................... 19
Objective 2.0: Laptops and Portable Devices.................................................. 20
bjective 2.1: Identify the fundamental principles of
using laptops and portable devices......................................................... 20
Objective 2.2: Install, configure, optimize, and upgrade
laptops and portable devices.................................................................... 21
Objective 2.3: Identify tools, basic diagnostic procedures,
and troubleshooting techniques for laptops and
portable devices.......................................................................................... 23
Objective 2.4: Perform preventative maintenance on
laptops and portable devices.................................................................... 25
Objective 3.0: Operating Systems...................................................................... 27
Objective 3.1: Identify the fundamentals of using
operating systems...................................................................................... 27
Objective 3.2: Install, configure, optimize, and upgrade
operating systems...................................................................................... 30
Objective 3.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for operating systems.............................. 35
Objective 3.4: Perform preventative maintenance on
operating systems...................................................................................... 41
Objective 4.0: Printers and Scanners................................................................. 43
Objective 4.1: Identify the fundamental principles of
using printers and scanners...................................................................... 43
Objective 4.2: Identify basic concepts of installing,
configuring, optimizing, and upgrading printers
and scanners. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Objective 4.3: Identify tools, basic diagnostic procedures,
and troubleshooting techniques for printers and scanners................. 47
Objective 5.0: Networks...................................................................................... 50
Objective 5.1: Identify the fundamental principles of
networks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Objective 5.2: Install, configure, optimize, and upgrade
networks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Objective 5.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for networks.............................................. 57
Objective 6.0: Security......................................................................................... 60
Objective 6.1: Identify the fundamental principles of
security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Objective 6.2: Install, configure, upgrade, and optimize
security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Objective 6.3: Identify tool, diagnostic procedures, and
troubleshooting techniques for security................................................ 65
Objective 6.4: Perform preventative maintenance for
computer security....................................................................................... 66
Objective 7.0: Safety and Environmental Issues............................................. 68
Objective 7.1: Describe the aspects and importance of
safety and environmental issues.............................................................. 68
Objective 7.2: Identify potential hazards and implement
proper safety procedures including ESD precautions
and procedures, safe work environment, and equipment
handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Objective 7.3: Identify proper disposal procedures for
batteries, display devices, and chemical solvents and cans................ 70
Objective 8.0: Professionalism and Communication....................................... 72
Objective 8.1: Use good communication skills including
listening and tact/discretion, when communicating with
customers and colleagues......................................................................... 72
Objective 8.2: Use job-related profes-sional behavior including notation of privacy, confidentiality, and respect for the
customer and customers’ property.......................................................... 73
Quick Check Answer Key................................................................................... 76
Objective 1.1........................................................................................... 76
Objective 1.2........................................................................................... 76
Objective 1.3........................................................................................... 76
Objective 1.4........................................................................................... 76
Objective 2.1........................................................................................... 77
Objective 2.2........................................................................................... 77
Objective 2.3........................................................................................... 77
Objective 2.4........................................................................................... 77
Objective 3.1........................................................................................... 77
Objective 3.2........................................................................................... 78
Objective 3.3........................................................................................... 78
Objective 3.4........................................................................................... 78
Objective 4.1........................................................................................... 78
Objective 4.2........................................................................................... 79
Objective 4.3........................................................................................... 79
Objective 5.1........................................................................................... 79
Objective 5.2........................................................................................... 79
Objective 5.3........................................................................................... 79
Objective 6.1........................................................................................... 80
Objective 6.2........................................................................................... 80
Objective 6.3........................................................................................... 80
Objective 6.4........................................................................................... 80
Objective 7.1........................................................................................... 80
Objective 7.2........................................................................................... 80
Objective 7.3........................................................................................... 81
Objective 8.1........................................................................................... 81
Objective 8.2........................................................................................... 81
Answers and Explanations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Objective 1. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Objective 1.1........................................................................................... 82
Objective 1.2........................................................................................... 85
Objective 1.3........................................................................................... 86
Objective 1.4........................................................................................... 88
Objective 2. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Objective 2.1........................................................................................... 89
Objective 2.2........................................................................................... 89
Objective 2.3........................................................................................... 90
Objective 2.4........................................................................................... 90
Objective 3. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Objective 3.1........................................................................................... 92
Objective 3.2........................................................................................... 93
Objective 3.3........................................................................................... 95
Objective 3.4........................................................................................... 99
Objective 4. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Objective 4.1......................................................................................... 100
Objective 4.2......................................................................................... 101
Objective 4.3......................................................................................... 102
Objective 5. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Objective 5.1......................................................................................... 104
Objective 5.2......................................................................................... 106
Objective 5.3......................................................................................... 107
Objective 6. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Objective 6.1......................................................................................... 109
Objective 6.2......................................................................................... 110
Objective 6.3......................................................................................... 111
Objective 6.4......................................................................................... 112
Objective 7. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Objective 7.1......................................................................................... 113
Objective 7.2......................................................................................... 113
Objective 7.3......................................................................................... 113
Objective 8. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Objective 8.1......................................................................................... 115
Objective 8.2......................................................................................... 115
Chapter 2:
IT Technician Exam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Practice Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Domain 1.0: Personal Computer Components............................................... 117
Objective 1.1: Install, configure, optimize, and upgrade
personal computer components............................................................. 117
Objective 1.2: Identify tools, diagnostic procedures, and troubleshooting techniques for personal computer components 122
Objective 1.3: Perform preventative maintenance of
personal computer components............................................................. 126
Objective 2.0: Laptops and Portable Devices................................................ 129
Objective 2.1: Identify fundamental principles of using
laptops and portable devices.................................................................. 129
Objective 2.2: Install, configure, optimize, and upgrade
laptops and portable devices................................................................. 131
Objective 2.3: Use tools, diagnostic procedures, and
troubleshooting techniques for laptops and portable devices......... 132
Objective 3.0: Operating Systems.................................................................... 134
Objective 3.1: Identify the fundamental principles of
operating systems.................................................................................... 134
Objective 3.2: Install, configure, optimize, and upgrade
operating systems.................................................................................... 138
Objective 3.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for operating systems............................ 141
Objective 3.4: Perform preventative maintenance for
operating systems.................................................................................... 145
Objective 4.0: Printers and Scanners............................................................... 148
Objective 4.1: Identify the fundamental principles of
using printers and scanners.................................................................... 148
Objective 4.2: Install, configure, optimize, and upgrade
printers and scanners............................................................................... 149
Objective 4.3: Identify tools and diagnostic procedures
to troubleshoot printers and scanners.................................................. 151
Objective 4.4: Perform preventative maintenance of
printers and scanners............................................................................... 153
Objective 5.0: Networks.................................................................................... 155
Objective 5.1: Identify the fundamental principles
of networks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Objective 5.2: Install, configure, optimize, and upgrade
networks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Objective 5.3: Use tools and diagnostic procedures to
troubleshoot network problems............................................................. 161
Objective 5.4: Perform preventative maintenance of
networks including securing and protecting
network cabling......................................................................................... 164
Objective 6.0: Security....................................................................................... 166
Objective 6.1: Identify the fundamentals and principles
of security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Objective 6.2: Install, configure, upgrade, and optimize
security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Objective 6.3: Identify tool, diagnostic procedures, and
troubleshooting techniques for security.............................................. 169
Objective 6.4: Perform preventative maintenance for
security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Objective 7.0: Safety and Environmental Issues........................................... 170
Objective 7.1: Identify potential hazards and proper safety
procedures including power supply, display devices, and
environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Objective 8.0: Professionalism and Communication..................................... 172
Objective 8.1: Use good communication skills including
listening and tact/discretion when communicating with
customers and colleagues....................................................................... 172
Objective 8.2: Use job-related professional behavior including notation of privacy, confidentiality, and respect for the
customer and customer’s property........................................................ 175
Quick Check Answer Key................................................................................. 179
Objective 1.1......................................................................................... 179
Objective 1.2......................................................................................... 179
Objective 1.3......................................................................................... 179
Objective 2.1......................................................................................... 179
Objective 2.2......................................................................................... 179
Objective 2.3......................................................................................... 180
Objective 3.1......................................................................................... 180
Objective 3.2......................................................................................... 180
Objective 3.3......................................................................................... 180
Objective 3.4......................................................................................... 180
Objective 4.1......................................................................................... 181
Objective 4.2......................................................................................... 181
Objective 4.3......................................................................................... 181
Objective 4.4......................................................................................... 181
Objective 5.1......................................................................................... 181
Objective 5.2......................................................................................... 182
Objective 5.3......................................................................................... 182
Objective 5.4......................................................................................... 182
Objective 6.1......................................................................................... 182
Objective 6.2......................................................................................... 182
Objective 6.3......................................................................................... 182
Objective 6.4......................................................................................... 183
Objective 7.1......................................................................................... 183
Objective 8.1......................................................................................... 183
Objective 8.2......................................................................................... 183
Answers and Explanations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Domain 1. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Objective 1.1......................................................................................... 186
Objective 1.2......................................................................................... 186
Objective 1.3......................................................................................... 188
Domain 2. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Objective 2.1......................................................................................... 190
Objective 2.2......................................................................................... 190
Objective 2.3......................................................................................... 191
Domain 3. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Objective 3.1......................................................................................... 192
Objective 3.2......................................................................................... 194
Objective 3.3......................................................................................... 195
Objective 3.4......................................................................................... 197
Domain 4. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Objective 4.1......................................................................................... 199
Objective 4.2......................................................................................... 200
Objective 4.3......................................................................................... 200
Objective 4.4......................................................................................... 201
Domain 5. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Objective 5.1......................................................................................... 202
Objective 5.2......................................................................................... 204
Objective 5.3......................................................................................... 204
Objective 5.4......................................................................................... 206
Domain 6. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Objective 6.1......................................................................................... 207
Objective 6.2......................................................................................... 208
Objective 6.3......................................................................................... 209
Objective 6.4......................................................................................... 209
Objective 7. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Objective 7.1......................................................................................... 210
Objective 8. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Objective 8.1......................................................................................... 211
Objective 8.2......................................................................................... 212
Chapter 3:
Remote Support Technician Exam.................................................................................. 215
Practice Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Domain 1.0: Personal Computer Components............................................... 215
Objective 1.1: Install, configure, optimize, and upgrade
personal computer components............................................................. 215
Objective 1.2: Identify tools, diagnostic procedures, and troubleshooting techniques for personal computer components 219
Objective 1.3: Perform preventative maintenance on
personal computer components............................................................. 223
Domain 2.0: Operating Systems....................................................................... 225
Objective 2.1: Identify the fundamental principles of using
operating systems.................................................................................... 225
Objective 2.2: Install, configure, optimize, and upgrade
operating systems.................................................................................... 231
Objective 2.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for operating systems............................ 237
Objective 2.4: Perform preventative maintenance for
operating systems.................................................................................... 245
Domain 3.0: Printers and Scanners.................................................................. 246
Objective 3.1: Identify the fundamental principles of using
printers and scanners............................................................................... 246
Objective 3.2: Install, configure, optimize, and upgrade printers and scanners 248
Objective 3.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for printers and scanners...................... 250
Domain 4.0: Networks........................................................................................ 254
Objective 4.1: Identify the fundamental principles of
networks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Objective 4.2: Install, configure, optimize, and upgrade
networks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Objective 4.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for networks............................................ 261
Domain 5.0: Security.......................................................................................... 267
Objective 5.1: Identify the fundamental principles of
security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Objective 5.2: Install, configure, optimize, and upgrade
security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Objective 5.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for security issues.................................. 272
Objective 5.4: Perform preventative maintenance for
security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Domain 6.0: Professionalism and Communication........................................ 274
Objective 6.1: Use good communication skills, including
listening and tact/discretion, when communicating with
customers and colleagues....................................................................... 274
Objective 6.2: Use job-related professional behavior including
notation of privacy, confidentiality, and respect for the
customer and customer’s property........................................................ 278
Quick Check Answer Key................................................................................. 281
Objective 1.1......................................................................................... 281
Objective 1.2......................................................................................... 281
Objective 1.3......................................................................................... 281
Objective 2.1......................................................................................... 281
Objective 2.2......................................................................................... 282
Objective 2.3......................................................................................... 282
Objective 2.4......................................................................................... 282
Objective 3.1......................................................................................... 282
Objective 3.2......................................................................................... 283
Objective 3.3......................................................................................... 283
Objective 4.1......................................................................................... 283
Objective 4.2......................................................................................... 283
Objective 4.3......................................................................................... 284
Objective 5.1......................................................................................... 284
Objective 5.2......................................................................................... 284
Objective 5.3......................................................................................... 284
Objective 5.4......................................................................................... 284
Objective 6.1......................................................................................... 285
Objective 6.2......................................................................................... 285
Answers and Explanations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Domain 1. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Objective 1.1......................................................................................... 286
Objective 1.2......................................................................................... 288
Objective 1.3......................................................................................... 289
Domain 2. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Objective 2.1......................................................................................... 290
Objective 2.2......................................................................................... 292
Objective 2.3......................................................................................... 295
Objective 2.4......................................................................................... 298
Domain 3. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Objective 3.1......................................................................................... 299
Objective 3.2......................................................................................... 299
Objective 3.3......................................................................................... 301
Domain 4. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Objective 4.1......................................................................................... 303
Objective 4.2......................................................................................... 304
Objective 4.3......................................................................................... 306
Domain 5. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Objective 5.1......................................................................................... 309
Objective 5.2......................................................................................... 309
Objective 5.3......................................................................................... 311
Objective 5.4......................................................................................... 311
Domain 6. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Objective 6.1......................................................................................... 312
Objective 6.2......................................................................................... 313
Chapter 4:
Depot Technician Exam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Practice Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Domain 1.0: Personal Computer Components............................................... 315
Objective 1.1: Install, configure, optimize, and upgrade
personal computer components............................................................. 315
Objective 1.2: Identify tools, diagnostic procedures, and
troubleshooting techniques for personal computer
components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Objective 1.3: Perform preventative maintenance of
personal computer components............................................................. 330
Domain 2.0: Laptop and Portable Devices..................................................... 334
Objective 2.1: Identify the fundamental principles of
using laptops and portable devices....................................................... 334
Objective 2.2: Install, configure, optimize, and upgrade
laptops and portable devices.................................................................. 336
Objective 2.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for laptops and portable
devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Domain 3.0: Printers and Scanners.................................................................. 343
Objective 3.1: Identify the fundamental principles of using
printers and scanners............................................................................... 343
Objective 3.2: Install, configure, optimize, and upgrade
printers and scanners............................................................................... 345
Objective 3.3: Identify tools, diagnostic methods, and
troubleshooting procedures for printers and scanners...................... 347
Objective 3.4: Perform preventative maintenance of
printer and scanner problems................................................................. 351
Domain 4.0: Security.......................................................................................... 353
Objective 4.1: Identify the names, purposes, and
characteristics of physical security devices and processes.............. 353
Objective 4.2: Install Hardware Security.......................................... 354
Domain 5.0: Safety and Environmental Issues.............................................. 356
Objective 5.1: Identify potential hazards and proper
safety procedures including power supply, display
devices, and environment....................................................................... 356
Quick Check Answer Key................................................................................. 360
Objective 1.1......................................................................................... 360
Objective 1.2......................................................................................... 360
Objective 1.3......................................................................................... 361
Objective 2.1......................................................................................... 361
Objective 2.2......................................................................................... 361
Objective 2.3......................................................................................... 361
Objective 3.1......................................................................................... 361
Objective 3.2......................................................................................... 362
Objective 3.3......................................................................................... 362
Objective 3.4......................................................................................... 362
Objective 4.1......................................................................................... 362
Objective 4.2......................................................................................... 362
Objective 5.1......................................................................................... 363
Answers and Explanations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Domain 1. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Objective 1. 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Objective 1.2......................................................................................... 369
Objective 1.3......................................................................................... 371
Domain 2. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Objective 2. 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Objective 2.2......................................................................................... 374
Objective 2.3......................................................................................... 374
Domain 3. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Objective 3. 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Objective 3.2......................................................................................... 378
Objective 3.3......................................................................................... 379
Objective 3.4......................................................................................... 381
Domain 4. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Objective 4.1......................................................................................... 382
Objective 4.2......................................................................................... 382
Domain 5. 0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Objective 5.1......................................................................................... 384
Appendix:
What’s on the CD-ROM 387
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