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Q11. A user has recently installed Windows 7 on a computer. They ran Windows updates, updated the firmware and installed a printer. The user accessed a P2P application and now they are getting a large amount of browser pop-ups. Which of the following is MOST likely the cause of the pop-ups? 

A. Phishing 

B. Malware 

C. Proxy redirect 

D. Firmware 


Q12. A technician is navigating through a Windows OS via command prompt. The technician needs to display the content of a folder. Which of the following is the BEST option for accomplishing this task? 

A. dir 

B. ls 

C. rd 

D. cmd 


Q13. A technician is trying to diagnose a laptop that is experiencing heavy artifact corruption and random loss of video during operation. Which of the following are MOST likely causes of this problem? (Select TWO). 

A. Integrated system video chip is failing and/or near death. 

B. Video drivers were not installed directly from Microsoft update. 

C. Incompatible or untested video drivers have been installed. 

D. The BIOS is not set for the proper operation temperature of the video chipset. 

E. The BIOS is underclocking the video card’s operating speed. 

Answer: A,C 

Q14. A customer reports that a smartphone is experiencing a very short battery life. The user has been using this phone for a short time and has installed several apps recently. Which of the following might be the cause of the issue? 

A. Slow data speeds 

B. Defective SD card 

C. Unauthorized root access 

D. Signal drop or weak signal 


Q15. When dealing with a difficult customer, which of the following is the BEST way to handle the situation? 

A. Do not argue with the customer and/or be defensive 

B. Use technical terms to assure customer confidence 

C. Escalate the customer’s issue to a supervisor 

D. Sympathize with the customer about issue 


Q16. Which of the following features is being used when a smartphone is used to purchase a product at a retail kiosk? 


B. Virtual assistant 


D. Bluetooth 


Q17. A technician needs to log into a user's computer to fix the user's corrupt local profile. Which of the following connectivity tools will allow the technician to connect to the user’s computer? 

A. Remote Assistance 

B. Virtual Private Network 

C. Computer Management 

D. Remote Desktop 


Q18. A technician is tasked with analyzing computer settings managed by Microsoft Group Policy configuration. The technician wants to print a report to an HTML file for offline review. Which of the following Windows command line tools would allow the technician to accomplish this task? 

A. gpedit.msc 

B. gpupdate 

C. gpresult 

D. gpmc.msc 


Q19. An administrator must upgrade multiple workstations with a new image being deployed using Windows Deployment Services. Which of the following client-side boot methods initiates the deployment of the new image? 

A. USB flash drive 





Q20. After being relocated to an enclosed position under a desk, a computer experiences intermittent shutdowns. Which of the following conditions is MOST likely the cause? 

A. Power surges 

B. Overheating 

C. APIPA addressing 

D. RF interference