1. A customer named Maxwell calls and reports that his modem occasionally stops responding. Upon conducting an interview with him, you learn that he has a serial mouse and that his modem is installed internally. Ocasionally the mouse also stops responding. Which of the following is the most likely source of this problem?

a. the parallel port settings

b. the serial port settings

c. the modem drivers

d. the mouse drivers

2. You provide service to a client who has 100 computers in a factory environment. Dust and dirt collect regularly on these computers. What should you use to clean the extereior of the computer case exteriors?

a. bleach

b. alcohol

c. naval jelly

d. compressed air

e. mild soap and water

3. What does the system real-time clock (RTC) provide?

a. timing pulses for the CPU

b. date and time information

c. timing pulses for the expansion buses

d. clock circuitry for peripheral components

4. Over the weekend, an Account Representative for your company replaced the toner cartridge in the laser printer in the Marketing department. On Monday, you receive a telephone call from a Marketing employee who complains that all printouts have black specks on both sides. What is the first action you should take when you make a service call to the Marketing department?

a. Clean the interior of the printer

b. Replace the toner cartridge

c. Realign the transfer corona

d. Change the fuse for the fuser

5. Brad calls and reports that he is unable to connect to a file server on your 10BaseT network, although he is able to connect to folders on other users' computers. A single concentrator exists on the network. Which of the following hardware problems should you investigate?

a. a defective hub

b. an improper termination

c. a defective NIC in the file server

d. a defective NIC in Brad's computer

6. Which of the following are bidirectional, half-duplex parallel communications modes?

a. nibble mode

b. byte mode

c. EPP mode

d. ECP mode

7. Which of the following types of floppy disks has a maximum capacity of 1.2 megabytes (MB)?

a. a 3.5-inch, double-sided, double-density floppy disk

b. a 3.5-inch, double-sided, high-density floppy disk

c. a 5.25-inch, double-sided, single-density floppy disk

d. a 5.25-inch, double-sided, high-density floppy disk

8. One of the customers that you support has a functioning hard disk in his computer, but he needs additional storage capacity on his computer. You install a second Integrated Drive Electronics (IDE) hard disk by using the second connector on the cable that connects to the first drive. On the subsequent startup, his computer completes the RAM count, but then stops responding. What is the first troubleshooting step you should take?

a. Remove the hard disk that you just installed, and replace it with another one.

b. Swap the connectors on the ribbon cable for the two hard disks.

c. Examine the jumper settings on both hard disks.

d. Add additional system RAM

Answers

1) Answer: b. You should examine the computer's serial port settings to determine whether a resource conflict exists. Internal modems are often configured to use the COM2 port, and serial pointing devices are often configured to use the COM1 port. If the serial mouse in this scenario is also configured to use COM2, then both devices may stop responding when one is being used and the other attempts to become active. In such cases, it is necessary to configure at least one of the devices to use a different set of resources. Assigning either the mouse or the internal modem to COM1 will probably resolve the resource conflict. The ability of the modem and the mouse to function for at least short intervals suggests that driver issues are probably not responsible for this situation. Similar resource conflicts can occur between parallel devices. However, parallel port settings are not relevant in this scenario because both devices involved in the resource conflict are serial devices. Resource conflicts can occur between a serial device and a parallel device if, for example, both devices are assigned the same interrupt request (IRQ) or input/output (I/O) address. You should examine the assigned resources for any two devices when one device works while the other is idle, but two particular devices are never able to work simultaneously. Reference: PCUMG, Chapter 6, But I Have Plug and Play, So I Don't Have to Worry about This, Right?, pp. 312-327. TMRP, Chapter 29, Resolving Resource Conflicts, pp. 1141-1144.

2) Answer: e. Either a mild solution of soap and water or a significantly diluted ammonia-based cleaning solution is recommended for cleaning the exterior of computer cases. You should first dampen a cloth or paper towel, then clean the case with the dampened towel. Monitor screens are often coated with anti-glare and antistatic materials, so only pure water or a manufacturer-approved liquid should be used to clean the screen. Avoid spraying cleaning solution into the top vents on the monitor because circuit boards are often located directly under the vents. A small vacuum cleaner can be used to remove accumulated dust and dirt from air vents and speaker grilles. Compressed air can be used to clean keyboard keys. Alcohol is often used to clean the moving parts of printers or the read/write heads of floppy disk drives. Bleach and strong ammonia solutions can damage a computer case. Compressed air is helpful for removing dust from the inside of a computer, where liquids should never be used for cleaning. A soft-bristled brush can also be used on the system board, cards and other components. Solvent-based cleansers and aerosols, which can damage the plastic and electric components of a computer, should never be used for cleaning. Naval jelly is a phosphoric acid-based jellied material that is used to remove rust from metallic surfaces. Reference: CTK2e, Contents, "Chapter 19 -- Maintaining Computer Hardware," "Lesson 1: Preventive Maintenance." TMRP, Chapter 38, Cleaning, pp. 1379-1380.

4) Answer: a. Random specks of toner can appear on printouts for several reasons, including a defective toner cartridge, paper that is moist or does not meet the specifications for the printer, or toner contamination within the printer. In this scenario, because the toner cartridge was replaced recently by a non-technical person, you should first inspect and clean the inside of the laser printer. Even a small amount of toner scattered because of the improper handling of the toner cartridge can cause specks to appear on many printouts. The cleaning should be done according to the manufacturer's recommended procedure; the cleaning may need to include the general interior, the toner cartridge assembly exterior, the corona wire and the fuser rollers. Although rough or moist paper can also cause black specks to appear randomly, these specks tend to be on the print side only and not on both sides. The toner cartridge may also need replacing if it was damaged during handling and installation, but replacement should follow the cleaning procedure and test page printouts. Replace the cartridge only if the test pages do not print properly. Symptoms associated with a dirty or scratched drum within the toner cartridge include white specks on a black background and vertical streaks on the printout, respectively. Although dirt and dust can be carefully removed from a dirty drum, a scratched drum must be replaced. The transfer corona alignment is generally fixed by the manufacturer and is not adjustable. A fuser with a blown fuse would not melt the toner onto the page, and the symptom of a blown fuse would be an easily smudged printout, not a speckled printout. Reference: CTK2e, Contents, "Chapter 12 -- Printers, Modems, and Cables," "Lesson 1: Printers." www.hp.com/cposupport/printers/support_doc/bpl08091.html Hewlett Packard Support Web Site, HP LaserJet 5000 Printers - White Speck or Spots Appear on Black Backgrounds. www.hp.com/cposupport/printers/support_doc/bpl06442.html Hewlett Packard Support Web Site, HP LaserJet 2100 Series Printers - Cleaning the Printer. www.hp.com/cposupport/printers/support_doc/bpl05881.html Hewlett Packard Support Web Site, HP LaserJet 1100 Product Family - Print Quality Problems.

5) Answer: a, c. Either a defective network interface card (NIC) on the file server or a defective hub connector to the file server would prevent all users from connecting to the file server. In either situation, users would be able to connect to each other. A concentrator is also known as a hub. A defective cable between the hub and the file server would also prevent communications between users and the server. To verify that the network connection problem is a hardware issue, you should investigate the hub connection; to accomplish this, you should simply connect the cable from the server into another port on the hub that you know is functioning properly. If the server connectivity is restored, then the hub is the most likely source of the problem. Client/server communication problems can also be related to software issues. For instance, Brad may not have permission to access the file server, or he may not have the correct name or address of the file server. In a network with multiple subnets, communication problems can be caused by incorrect subnet mask settings or an incorrect gateway address. Troubleshooting normally includes determining which users are affected; what settings are in place on the computers that have problems communicating; and whether the problem is localized to a single computer, to a single subnet, or to an entire network. A defective NIC in Brad's computer would prevent connection to other network resources, such as folders on other computers. Because hosts on 10BaseT networks connect to a central device, such as a hub, 10BaseT networks do not require the use of terminators. In contrast, hosts in 10Base2 networks connect directly to other hosts instead of to a central hub; consequently, 10Base2 networks require the use of terminators. An improper termination in a 10Base2 network can cause an entire network segment to lose connectivity. Reference: CEG2, Chapter Nineteen, 10BaseT, pp. 810-816. CEG3, Chapter 20, 10BASE-T, pp. 1158-1164.

6) Answer: d, e. Enhanced Parallel Port (EPP) mode and Extended Capability Port (ECP) mode are standards for bidirectional, half-duplex communication between a computer and peripheral devices through a 25-pin parallel printer port. Both standards are included in the Institute of Electrical and Electronics Engineers (IEEE) 1284 specification, which was developed to address the lack of standardization and the performance issues in parallel communication. The maximum data transfer rate of a standard parallel port is approximately 150 kilobytes per second (KBps). The EPP protocol supports data transfer rates of up to 2 megabytes per second (MBps). ECP uses a data compression method referred to as Run Length Encoding (RLE) that supports data transfer rates in excess of 2 MBps. For either EPP mode or ECP mode to be used, a computer's operating system, input/output (I/O) port controller, and peripheral device must support the mode. ECP mode is intended to support printers and scanners, whereas EPP mode is intended for other peripheral devices. Compatibility mode, nibble mode and byte mode are also IEEE 1284 standards. However, these three modes support only unidirectional communication methods and are slower than ECP or EPP. Because a parallel port cable has eight data wires and transfers eight bits of data at a time, all five data transfer modes included in the IEEE 1284 standard are half-duplex, which means that data can move in only one direction at a time. Reference: CTK2e, Contents, "Chapter 12 -- Printers, Modems, and Cables," "Lesson 3: Cables and Connectors." CEG2, Chapter Twelve, IEEE 1284 standard, pp. 503-505. CEG3, Chapter 19, IEEE 1284 Standard, pp. 1128-1130.

7) Answer: d. A 5.25-inch, double-sided, high-density floppy disk has a maximum capacity of 1.2 MB. A 5.25-inch, double-sided, single-density floppy disk can hold a maximum of 360 kilobytes (KB). A 3.5-inch, double-sided, double-density floppy disk can hold a maximum of 720 KB, and a 3.5-inch, double-sided, high-density floppy disk can hold a maximum of 1.44 MB. Reference: CTK2e, Contents, "Chapter 8 -- Basic Disk Drives," "Lesson 1: Floppy Disk Drives."

8) Answer: c. You should first examine the jumper settings for both hard disks. A hard disk sometimes has three modes for setting its jumpers: single disk only, master disk in a two-disk configuration, and slave disk in a two-disk configuration. When you add a second hard disk, the jumper settings on both disks must be configured appropriately. IDE interfaces allow up to two drives on a single interface. The interface is compatible with hard disk drives, CD-ROM drives and other drives. In a configuration with two drives on a single channel, the IDE standard requires that one drive be configured as a master and the other as a slave. This is necessary because computers require a means to distinguish between drives that are connected to the system board by a common cable. Jumper settings on a specific drive identify the role of that drive, whether master or slave, to a host computer. Some hard disk drives provide an alternative jumper setting option named Cable Select that specifies the role of a hard disk based on the cable connector to which it is attached. For Cable Select to be used successfully, both drives must have the Cable Select jumper setting, the cable must be a Cable Select type, and the controller and the basic input/output system (BIOS) must support Cable Select. When two drives are connected on the same channel and one or both drives have incorrect jumper settings, the system is likely to stop responding at startup. The successful conclusion of a random access memory (RAM) count is a common point in the startup process where incorrect jumper settings are manifested. If jumper settings are correct for both drives, then you should ensure that the IDE cable is properly oriented. When a cable connector is attached in a reversed orientation such that pin 1 is connected to hole 40, the drive will not function properly; fortunately, attaching a cable connector in this manner will not damage the drive. Many connectors have an alignment pin on the housing that fits into a notch on the drive-side connector to prevent you from reversing the connection. A defective cable connector can also cause problems, so you should try a new cable. The electrical power connectors should be checked for proper voltage. If you properly jumpered the two drives and one of the drives was not receiving electrical power, then the BIOS would find only one drive. The drive that the BIOS found would be jumpered as one drive in a two-drive configuration. The possibility also exists that the two drives are simply incompatible. Sometimes, one brand or type of drive cannot coexist on the same IDE channel with another brand or type of drive. In that case, you should try to install the new drive on the secondary channel or find a different drive that is compatible with the original drive. Failed RAM on the drive adapter itself can also cause the computer to stop responding after the RAM count is complete, so replacing the adapter's RAM, if possible, may also provide a resolution. System board RAM has no bearing on the ability of a computer's BIOS to recognize and communicate with devices on its expansion bus. Reference: TMRP, Chapter 16, SYMPTOM 16-20, p. 565.

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