IT Essentials 8 Module 4 Quiz Answers: Preventive Maintenance and Troubleshooting

IT Essentials 8.0 Module Preventive Maintenance and Troubleshooting Quiz Answers

1. Which cleaning tool should be used to remove dust from components inside a computer case?

  • compressed air
  • cotton swabs
  • damp cloth
  • duster

Explanation: To remove dust inside a computer, use a can of compressed air.

2. After a problem is identified, what is the next step for the troubleshooter?

  • Establish a theory of probable causes.
  • Determine the exact cause.
  • Implement a solution.
  • Document the findings.
  • Verify the solution.

Explanation: The steps of the troubleshooting process.
Step 1. Identify the problem.
Step 2. Establish a theory of probable cause.
Step 3. Test the theory to determine the cause.
Step 4. Establish a plan of action to resolve the problem and implement the solution.
Step 5. Verify full system functionality and, if applicable, implement preventive measures.
Step 6. Document findings, actions, and outcomes.

3. Which procedure is recommended when cleaning inside a computer?

  • Remove the CPU before cleaning.
  • Hold the CPU fan to prevent it from spinning and blow it with compressed air.
  • Clean the hard drive heads with a cotton swab.
  • Invert the can of compressed air while spraying.

Explanation: Hold the fan blades in place when you clean the inside of the computer with compressed air to prevent over-spinning the rotor or moving the fan in the wrong direction.

4. Which task should be performed on a hard drive as part of a preventive maintenance plan?

  • Clean the read and write heads with a cotton swab.
  • Ensure cables are firmly connected.
  • Ensure the disk spins freely.
  • Blow out the inside of the drive with compressed air to remove dust.

Explanation: Storage device problems are often related to loose or incorrect cable connections.

5. A scientific expedition team is using laptops for their work. The temperatures where the scientists are working range from -13 degrees Fahrenheit (-25 degree Celsius) to 80 degrees Fahrenheit (27 degrees Celsius). The humidity level is around 40 percent. Noise levels are low, but the terrain is rough and winds can reach 45 miles per hour (72 kilometers per hour). When needed, the scientists stop walking and enter the data using the laptop. Which condition is most likely to adversely affect a laptop that is used in this environment?

  • the temperature
  • the humidity
  • the rough terrain
  • the wind

Explanation: Even though laptops are normally manufactured to operate within a wide range of temperatures, the lower temperature is below freezing and not an optimal environment.

6. What is a symptom of a failing power supply?

  • The computer sometimes does not turn on.
  • The display has only a blinking cursor.
  • The computer displays a POST error code.
  • The power cord will not attach properly to either the power supply or wall outlet or both.

Explanation: A failing power supply could also cause a computer to reboot unexpectedly. If the power cord does not attach properly, then it is likely that the wrong type of power cord is being used.

7. An employee mentions that opening a large document file is taking longer than usual. The desktop support technician suspects that there might be a fault in the hard disk. What should the technician do next?

  • Perform the disk cleanup procedure.
  • Back up the user data from the workstation.
  • Contact a data recovery company for service.
  • Replace the hard disk with a new one to pinpoint the exact problem.

Explanation: Always perform a backup before beginning any troubleshooting.

8. Which task should be part of a hardware maintenance routine?

  • Review security updates.
  • Update virus definition files.
  • Adjust the monitor for optimum resolution.
  • Remove dust from inside the hard drive.
  • Check for and secure any loose cables.

Explanation: Hardware maintenance tasks include these procedures:
•Remove dust from fan intakes;
•Remove dust from power supply;
•Remove dust from components found inside the computer;
•Clean mouse and keyboard;
•Check for and secure any loose cables.
Maintenance tasks like defragmenting a disk or scanning a hard drive for errors are part of a software maintenance routine.

9. A user has opened a ticket that indicates that the computer clock keeps losing the correct time. What is the most likely cause of the problem?

  • The motherboard clocking crystal is damaged.
  • The operating system needs to be patched.
  • The CMOS battery is loose or failing.
  • The CPU needs to be overclocked.

Explanation: The CMOS battery holds the saved system BIOS settings, including the correct date and time. If the CMOS battery is dead or not connected properly, those settings can be lost.

10. What task should be completed before escalating a problem to a higher-level technician?

  • Document each test that was tried.
  • Ask the customer to open a new support request.
  • Redo each test to ensure the accuracy of the results.
  • Replace all hardware components with components that are known to work.

Explanation: Before escalating a ticket, document each test that has been performed. Information about the tests is vital if the problem needs to be escalated to another technician.

11. What are two effects of not having a preventive maintenance plan for users and organizations? (Choose two.)

  • increased repair costs
  • increased number of regular updates
  • increased downtime
  • increased management tasks
  • increased documentation needs

Explanation: Having a preventive maintenance plan in place can lead to improved reliability, performance, and efficiency in the IT infrastructure. If a preventive maintenance plan is not in place, it can often lead to issues that will cause infrastructure downtime and significant repair costs. A preventive maintenance plan helps ensure that these costly issues are handled before they become a problem.

12. What is the most important reason for a company to ensure that computer preventive maintenance is done?

  • Preventive maintenance provides an opportunity for junior technicians to obtain more experience in a non-threatening or problem environment.
  • Preventive maintenance helps to protect the computer equipment against future problems.
  • Preventive maintenance allows the IT department to regularly monitor the contents of user hard drives to ensure computer use policies are being followed.
  • Preventive maintenance enables the IT manager to check on the location and state of the computer assets.

Explanation: Preventive maintenance includes tasks such as cleaning the device, which can prolong the life of the device.

13. Which step in the troubleshooting process is important to help avoid repeating repair processes that were performed previously?

  • identification of the problem
  • implementation of the solution
  • documentation of the problem and its solution
  • preparation of a plan of action
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