Practice Questions

1. Which of the following are Microsoft operating systems? (Select all correct answers.)

A. Windows 8.1

B. iOS

C. 10 version 1803

D. Android

E. Linux

F. Windows 7

Quick Answer: 154

Detailed Answer: 155

2. Which of the following is the default file system used by Windows?

A. FAT32

B. CDFS

C. NTFS

D. exFAT

Quick Answer: 154

Detailed Answer: 155

3. Where is the Notification Area located in Windows?

A. In the System Properties dialog box

B. In the System32 folder

C. On the taskbar

D. Within the Start menu

Quick Answer: 154

Detailed Answer: 155

4. Which of the following is the minimum amount of RAM needed to install a 64-bit version of Windows 10?

A. 512 MB

B. 1 GB

C. 2 GB

D. 4 GB

Quick Answer: 154

Detailed Answer: 155

5. In Windows, an MMC is blank by default. Which of the following should be added to the MMC to populate it with programs?

A. Applets

B. Files

C. Directories

D. Snap-ins

Quick Answer: 154

Detailed Answer: 155

6. Which of the following files is the boot loader in Windows?

A. Winload.exe

B. BCD

C. Setup.exe

D. Ntoskrnl.exe

Quick Answer: 154

Detailed Answer: 156

7. Which specific tool enables you to create a partition in Windows?

A. Disk Management

B. Format command

C. Computer Management

D. Disk Cleanup

Quick Answer: 154

Detailed Answer: 156

8. Which type of partition should an operating system be installed to?

A. Primary

B. Extended

C. Dynamic

D. Logical drive

Quick Answer: 154

Detailed Answer: 156

9. Which of the following tools enables you to find out how much memory a particular application is using?

A. Msconfig

B. Task Manager

C. Chkdsk

D. System Information

Quick Answer: 154

Detailed Answer: 156

10. Which of the following features is used to both start and stop services? (Select the two best answers.)

A. Computer Management

B. Task Manager

C. Performance Monitor

D. MMC

E. Msconfig

Quick Answer: 154

Detailed Answer: 157

11. Which of the following user account permissions are needed to install device drivers on Windows?

A. Standard user

B. Guest

C. Administrator

D. Power users

Quick Answer: 154

Detailed Answer: 157

12. Which of the following commands creates a new directory in the Windows Command Prompt?

A. CD

B. MD

C. RD

D. SD

Quick Answer: 154

Detailed Answer: 157

13. Which of the following commands is entered at the Command Prompt to learn more about the dir command? (Select the two best answers.)

A. dir help

B. help dir

C. dir /?

D. dir man

Quick Answer: 154

Detailed Answer: 157

14. Which interface is used to launch the ipconfig command?

A. Command Prompt

B. Control Panel

C. MMC

D. Task Manager

Quick Answer: 154

Detailed Answer: 157

15. A customer’s computer is using FAT32. Which file system can you upgrade it to when using the convert command?

A. NTFS

B. ext4

C. exFAT

D. NFS

Quick Answer: 154

Detailed Answer: 158

16. Which of the following can be used to keep hard drives free of errors and ensure that Windows runs efficiently? (Select the two best answers.)

A. Disk Management

B. Disk Defragmenter

C. Check Disk

D. System Restore

E. Task Scheduler

Quick Answer: 154

Detailed Answer: 158

17. What is Windows Recovery Environment known as? (Select the two best answers.)

A. WinRE

B. Recovery Console

C. Advanced Boot Options

D. System Recovery Options

Quick Answer: 154

Detailed Answer: 158

18. Which log file contains information about Windows setup errors?

A. setupact.log

B. setuperr.log

C. unattend.xml

D. diskmgmt.msc

Quick Answer: 154

Detailed Answer: 158

19. Which of the following represents the RAM limitation of Windows 8.1 Pro 64-bit?

A. 4 GB

B. 128 GB

C. 512 GB

D. 2 TB

Quick Answer: 154

Detailed Answer: 158

20. A customer’s Device Manager shows an arrow pointing down over one of the devices. What does this tell you?

A. The device’s driver has not been installed.

B. The device is not recognized.

C. The device is disabled.

D. The device is in queue to be deleted.

Quick Answer: 154

Detailed Answer: 159

21. Which of the following is not an advantage of NTFS over FAT32?

A. NTFS supports file encryption.

B. NTFS supports larger file sizes.

C. NTFS supports larger volumes.

D. NTFS supports more file formats.

Quick Answer: 154

Detailed Answer: 159

22. A coworker just installed a second hard drive in his Windows computer. However, he does not see the drive in Explorer. What did he forget to do? (Select the three best answers.)

A. Format the drive

B. Partition the drive

C. Run FDISK

D. Initialize the drive

E. Set up the drive in the UEFI/BIOS

Quick Answer: 154

Detailed Answer: 159

23. How would you create a restore point in Windows?

A. Run Disk Defragmenter from the MMC.

B. Run Backup and Restore from the Control Panel.

C. Run the System Restore program from System Properties.

D. Run the Disk Cleanup program from System Properties.

Quick Answer: 154

Detailed Answer: 159

24. Which of the following tasks cannot be performed from the Printer Properties screen?

A. Modifying spool settings

B. Adding ports

C. Pausing printing

D. Enabling sharing

Quick Answer: 154

Detailed Answer: 159

25. You are setting up auditing on a Windows computer. If it’s set up properly, which of the following logs should contain entries?

A. Application log

B. System log

C. Security log

D. Maintenance log

Quick Answer: 154

Detailed Answer: 160

26. Which type of virus propagates itself by tunneling through the Internet and networks?

A. Macro

B. Phishing

C. Trojan

D. Worm

Quick Answer: 154

Detailed Answer: 160

27. Which component of Windows enables users to perform common tasks as nonadministrators and, when necessary, as administrators without having to switch users, log off, or use Run As?

A. USMT

B. UAC

C. USB

D. VNC

Quick Answer: 154

Detailed Answer: 160

28. Which of the following tasks can be performed to secure your WAP/router? (Select all that apply.)

A. Changing the default SSID name

B. Turning off SSID broadcasting

C. Enabling DHCP

D. Disabling DHCP

Quick Answer: 154

Detailed Answer: 160

29. When you connect to a website to make a purchase by credit card, you want to make sure the website is secure. Which of the following statements best describes how to determine whether a site is secure? (Select the two best answers.)

A. You should look for the padlock (in the locked position) toward the top or bottom of the screen.

B. You should look for the padlock (in the unlocked position) toward the top or bottom of the screen.

C. You should look for the protocol HTTP in the address or URL bar.

D. You should look for the protocol HTTPS in the address or URL bar.

Quick Answer: 154

Detailed Answer: 161

30. Which type of software helps protect against viruses that are attached to email?

A. Firewall software

B. Antivirus software

C. Internet Explorer

D. Hardware firewall

Quick Answer: 154

Detailed Answer: 161

31. Which of the following is an example of social engineering?

A. Asking for a username and password over the phone

B. Using someone else’s unsecured wireless network

C. Hacking into a router

D. A virus

Quick Answer: 154

Detailed Answer: 161

32. Where are software-based firewalls most commonly implemented?

A. On routers

B. On servers

C. On clients

D. On switches

Quick Answer: 154

Detailed Answer: 161

33. Making data appear as if it is coming from somewhere other than its original source is known as which of the following terms?

A. Impersonation

B. Phishing

C. Zero-day

D. Spoofing

Quick Answer: 154

Detailed Answer: 162

34. A fingerprint reader is known as which type of security technology?

A. Biometrics

B. Smart card

C. Barcode reader

D. SSID

Quick Answer: 154

Detailed Answer: 162

35. Which of the following is the most secure password?

A. marquisdesod

B. Marqu1sDeS0d

C. MarquisDeSod

D. Marqu1s_De_S0d_ver_2

Quick Answer: 154

Detailed Answer: 162

36. Which shortcut key combination immediately locks Windows?

A. Ctrl+Alt+Del

B. Windows+R

C. Windows+M

D. Windows+L

Quick Answer: 154

Detailed Answer: 162

37. Which of the following is the most secure file system in Windows?

A. ext4

B. exFAT

C. NTFS

D. FAT32

Quick Answer: 154

Detailed Answer: 163

38. Which of the following is the most secure for your wireless network?

A. WEP

B. WPA2

C. TKIP

D. WPA

Quick Answer: 154

Detailed Answer: 163

39. Which of the following terms refers to when people are manipulated into giving access to network resources?

A. Shoulder surfing

B. Social engineering

C. Phishing

D. Spear phishing

Quick Answer: 154

Detailed Answer: 163

40. A customer’s Windows computer needs a new larger, faster hard drive. Another technician in your company installs the new drive and then formats the old drive before delivering it to you for disposal. How secure is the customer’s data?

A. Confidential

B. Very insecure

C. Secure

D. Completely secured

Quick Answer: 154

Detailed Answer: 163

41. Which of the following offers hardware-based authentication?

A. NTFS

B. Smart card

C. Strong passwords

D. Encrypted passwords

Quick Answer: 154

Detailed Answer: 164

42. Which protocol encrypts transactions through a website?

A. HTTP

B. SSL

C. PuTTY

D. Kerberos

Quick Answer: 154

Detailed Answer: 164

43. Which of the following is a common local security policy?

A. Use of RAID

B. Password length

C. Router passwords

D. Use of a password to log in

Quick Answer: 154

Detailed Answer: 164

44. A coworker downloads a game that ends up stealing information from the computer system. What is this known as?

A. Worm

B. Spam

C. Trojan

D. Spyware

Quick Answer: 154

Detailed Answer: 164

45. Which of the following is an open-source operating system?

A. Android

B. iOS

C. Windows 8.1

D. macOS

Quick Answer: 154

Detailed Answer: 164

46. Where can you obtain applications for mobile devices? (Select the three best answers.)

A. Spotlight

B. App Store

C. Google Play

D. iTunes

Quick Answer: 154

Detailed Answer: 165

47. You need to locate a mobile device that was stolen. Which technology can aid in this?

A. GPS

B. Screen orientation

C. Passcode locks

D. Gmail

Quick Answer: 154

Detailed Answer: 165

48. Which kinds of data are typically synchronized on a smartphone? (Select the two best answers.)

A. Contacts

B. PHP pages

C. Email

D. SQL databases

Quick Answer: 154

Detailed Answer: 165

49. Which of the following is the second step of the A+ troubleshooting theory?

A. Identify the problem.

B. Establish a probable cause.

C. Test the theory.

D. Document.

Quick Answer: 154

Detailed Answer: 165

50. You successfully modified the Registry on a customer’s PC. Now the customer’s system gets onto the Internet normally. Which of the following steps should be performed next?

A. Bill the customer.

B. Move on to the next computer.

C. Document your solution.

D. Run Disk Defrag.

Quick Answer: 154

Detailed Answer: 165

51. Buzz gets an error that says “Error log full.” Where should you go to clear his error log?

A. Device Manager

B. System Information

C. Recovery Console

D. Event Viewer

Quick Answer: 154

Detailed Answer: 166

52. Which of the following tools checks protected system files?

A. Chkdsk

B. Dism

C. Scandisk

D. SFC

Quick Answer: 154

Detailed Answer: 166

53. After installing a new hard drive on a Windows computer, Len tries to format the drive. Windows does not show the format option in Disk Management. What did Len forget to do first?

A. Run chkdsk.

B. Partition the drive.

C. Defragment the drive.

D. Copy system files.

Quick Answer: 154

Detailed Answer: 166

54. Which Windows System Recovery Option attempts to automatically fix problems?

A. System Restore

B. Startup Repair

C. File History

D. Reset Your PC

Quick Answer: 154

Detailed Answer: 166

55. Which utility enables you to troubleshoot an error with a file such as ntoskrnl.exe?

A. Registry

B. Event Viewer

C. REGSVR32

D. Terminal

Quick Answer: 154

Detailed Answer: 166

56. A blue screen is most often caused by ____________.

A. Driver failure

B. Memory failure

C. Hard drive failure

D. CD-ROM failure

Quick Answer: 154

Detailed Answer: 167

57. A technician is installing a program on a Windows computer and the installation fails. Which of the following statements describes the next best step?

A. Run the installer as an administrator.

B. Contact the program’s manufacturer.

C. Reinstall Windows on the computer.

D. Upgrade to the latest version of Windows.

Quick Answer: 154

Detailed Answer: 167

58. Which of the following statements best describes how to apply spray cleaner to a monitor?

A. Spray the cleaner directly on the monitor screen.

B. Spray the cleaner on the top of the monitor and wipe down.

C. Spray evenly on the monitor.

D. Spray the cleaner on a clean, lint-free cloth first.

Quick Answer: 154

Detailed Answer: 167

59. You and a coworker are running network cables above the drop ceiling. The coworker accidentally touches a live AC power line and is thrown off the ladder and onto the ground. He is dazed and can’t stand. He is no longer near the AC power line. Which of the following statements best describes the first step you should take?

A. Cut the power at the breaker.

B. Move the coworker farther down the hall.

C. Apply CPR.

D. Call 911.

Quick Answer: 154

Detailed Answer: 167

60. A computer you are working on has a lot of dust inside it. Which of the following statements best describes how to clean this?

A. Disassemble the power supply and remove the dust.

B. Use a household vacuum to clean up the dust.

C. Use a surface dust cleaning solution.

D. Use compressed air to remove the dust.

Quick Answer: 154

Detailed Answer: 167

61. You are working on a very old printer and it begins to smoke. Which of the following statements best describes the first step you should take?

A. Turn off the printer.

B. Call 911.

C. Unplug the printer.

D. Call maintenance.

E. Tell the printer it is bad to smoke.

Quick Answer: 154

Detailed Answer: 168

62. Which of the following statements best describes the recommended method for handling an empty toner cartridge?

A. Throw it away.

B. Incinerate it.

C. Refill it.

D. Recycle it.

Quick Answer: 154

Detailed Answer: 168

63. One of your technicians is on a service call and is dealing with a furious customer who has been shouting loudly. The technician tries but cannot calm down the customer. Which of the following statements best describes the next step the technician should take?

A. He should let the customer continue to shout; sooner or later the customer will get tired and calm down.

B. He should call the supervisor and complain.

C. He should leave the customer site and document the incident.

D. He should shout back at the customer in an attempt to regain control of the situation.

Quick Answer: 154

Detailed Answer: 168

64. While you are working at a customer site, a friend calls you on your cell phone. Which of the following statements best describes the recommended course of action?

A. Ignore the call for now.

B. Go outside and take the call.

C. Answer the phone as quietly as possible.

D. Text your friend.

Quick Answer: 154

Detailed Answer: 168

65. Which of the following tools is used when setting the computer to boot with the Selective Startup feature?

A. Task Manager

B. Windows RE

C. Safe Mode

D. Msconfig

Quick Answer: 154

Detailed Answer: 168

66. Which of the following file extensions is used when saving PowerShell scripts?

A. .js

B. .vbs

C. .ps1

D. .py

Quick Answer: 154

Detailed Answer: 169

67. You have been given the task of installing a new hard drive on a server for a customer. The customer will be supervising your work. Which of the following questions should you ask the customer first?

A. “What is the administrator password?”

B. “Are there any current backups?”

C. “Do you want me to shut down the server?”

D. “Which version of Windows Server is this?”

Quick Answer: 154

Detailed Answer: 169

68. You just upgraded the president’s computer’s video driver. Now, the Windows 10 system will not boot. Which of the following steps should be taken first?

A. Access the Windows RE Command Prompt.

B. Boot into Safe Mode and roll back the driver.

C. Reinstall the operating system.

D. Boot into Directory Services Restore mode.

Quick Answer: 154

Detailed Answer: 169

69. Which tool is used to analyze and diagnose a video card, including its DirectX version?

A. Device Manager

B. DxDiag

C. Services.msc

D. USMT

Quick Answer: 154

Detailed Answer: 169

70. Which of the following statements best describes a common risk when installing Windows drivers that are unsigned?

A. System stability may be compromised.

B. Files might be cross-linked.

C. The drive might become fragmented.

D. Physical damage to devices might occur.

Quick Answer: 154

Detailed Answer: 170

71. Which of the following settings must be established when you want to make a secure wireless connection? (Select all that apply.)

A. The brand of access point

B. The wireless standard used

C. The encryption standard used

D. The SSID of the access point

Quick Answer: 154

Detailed Answer: 170

72. Which Windows utility is used to prepare a drive image for duplication across the network?

A. Robocopy

B. Sysprep

C. Ghost

D. Image Clone

Quick Answer: 154

Detailed Answer: 170

73. In Windows, when will a computer dump the physical memory?

A. When the wrong processor is installed

B. When a device is missing drivers

C. When the computer is shut down improperly

D. When the computer detects a condition from which it cannot recover

Quick Answer: 154

Detailed Answer: 170

74. When a person takes control of a session between a server and a client, it is known as which type of attack?

A. DDoS

B. Brute force

C. Session hijacking

D. Malicious software

Quick Answer: 154

Detailed Answer: 170

75. The message “The Windows Boot Configuration Data File Is Missing Required Information” appears on the screen. Which command can repair this issue?

A. bootrec /fixboot

B. bootrec /fixmbr

C. bootrec /rebuildbcd

D. bootcd

Quick Answer: 154

Detailed Answer: 171

76. Which of the following should be performed during a hard drive replacement to best maintain data privacy?

A. Completely erase the old drive prior to disposal.

B. Format the new hard drive twice prior to installation.

C. Use only FAT32 file systems when formatting the new drives.

D. Install antivirus software on the computer before removing the old hard drive.

Quick Answer: 154

Detailed Answer: 171

77. Which tool is used to back up data on the C: drive in Windows 10?

A. Backup and Restore

B. BitLocker

C. Time Machine

D. File History

Quick Answer: 154

Detailed Answer: 171

78. Which of the following is the minimum processor requirement for Windows 10?

A. 32 GB

B. 1 GHz

C. 2 GHz

D. 2 GB

Quick Answer: 154

Detailed Answer: 171

79. You create an answer file to aid in installing Windows. Which type of installation are you performing? (Select the best answer.)

A. Drive image installation

B. USB installation

C. Multiboot installation

D. Unattended installation

Quick Answer: 154

Detailed Answer: 171

80. Which of the following utilities can be used to view the startup programs?

A. Ipconfig

B. Ping

C. Regedit

D. DxDiag

Quick Answer: 154

Detailed Answer: 172

Quick-Check Answer Key

1. A, C, F

2. C

3. C

4. C

5. D

6. A

7. A

8. A

9. B

10. A, B

11. C

12. B

13. B, C

14. A

15. A

16. B, C

17. A, D

18. B

19. C

20. C

21. D

22. A, B, D

23. C

24. C

25. C

26. D

27. B

28. A, B, D

29. A, D

30. B

31. A

32. C

33. D

34. A

35. D

36. D

37. C

38. B

39. B

40. B

41. B

42. B

43. B

44. C

45. A

46. B, C, D

47. A

48. A, C

49. B

50. C

51. D

52. D

53. B

54. B

55. B

56. A

57. A

58. D

59. D

60. D

61. C

62. D

63. C

64. A

65. D

66. C

67. B

68. B

69. B

70. A

71. C, D

72. B

73. D

74. C

75. C

76. A

77. D

78. B

79. D

80. C

Answers and Explanations

1. Answers: A, C, and F

Explanation: Windows 8.1, Windows 10 (version 1803), and Windows 7 are all Microsoft operating systems that you should know for the exam.

Incorrect Answers: iOS is the operating system Apple uses on its mobile devices. Android is the competitor of iOS and is an open-source operating system used on many other manufacturers’ mobile devices. Android is developed from Linux. The original Linux was made for PCs with the goal of being a freely accessible, open-source platform; today it is more commonly found in server form. Okay, that was an easy one...moving on!

2. Answer: C

Explanation: The New Technology File System (NTFS) is the default file system that Windows uses.

Incorrect Answers: FAT32 is an older, less desirable file system that offers less functionality and less security and accesses smaller partition sizes. Compact Disc File System (CDFS) is the file system used by an optical disc. exFAT is another file system supported by Windows that works best with flash-based drives (such as USB thumb drives).

3. Answer: C

Explanation: The Notification Area is the area toward the bottom right of your screen within the taskbar. It contains the time and any applications (shown as icons) currently running in memory. The System Properties dialog box contains configuration tabs for the computer name and network, hardware, system restore, and more. You can access any of the tabs in that dialog box quickly by going to Run and typing systempropertiescomputername.exe, systempropertiesadvanced.exe, and so on.

Incorrect Answers: The System32 folder resides within the Windows folder; it contains the critical Windows system files such as ntoskrnl.exe as well as applications such as cmd.exe. The Start menu gives access to most programs and configurations in Windows.

4. Answer: C

Explanation: Windows 10 64-bit requires a minimum of 2 GB of RAM.

Incorrect Answers: The 32-bit version requires 1 GB. The same goes for Windows 8.1. A minimum requirement for older versions of Windows was 512 MB. No doubt, 4 GB will be the minimum for some Windows versions at some point.

5. Answer: D

Explanation: The MMC (Microsoft Management Console) is a blank shell until you add snap-ins (such as Computer Management or the Performance Monitor) for functionality.

Incorrect Answers: Some people refer to each program in the Control Panel as an applet; the term was made famous by Apple. You don’t add actual files or directories (folders) to the MMC; you add other programs within Windows. The MMC acts as an index for your programs and remembers the last place you were working (if you save it).

6. Answer: A

Explanation: Winload.exe is the Windows boot loader program for Windows 10, 8, and 7. It is located in %systemroot%System32 (which is usually C:WindowsSystem32). It works in conjunction with the Bootmgr file (Windows Boot Manager). Bootmgr is the first file to load in Windows. It reads the BCD and displays an OS menu (if there is more than one OS).

Incorrect Answers: The BCD is the Boot Configuration Data store; it is the successor to boot.ini. Setup.exe is the default name of the file that starts installations of Windows and many other programs. Ntoskrnl.exe is the main system file of Windows; without it, the system would crash and the file would have to be replaced or repaired.

7. Answer: A

Explanation: Disk Management is a tool found in Computer Management and allows for the creation, deletion, and formatting of partitions and logical drives. To view this application, use the Search tool (and search for Disk Management), utilize the Start menu, or go to Run and type diskmgmt.msc.

Incorrect Answers: The format command is a utility in the Windows Command Prompt that can be used to format partitions as NTFS or another file system type, but it does not create partitions. Disk Cleanup is a built-in Windows program that can remove temporary files and other data that you probably won’t use.

8. Answer: A

Explanation: Primary partitions are the first partitions created on a drive. An OS should always be installed to a primary partition, but before you install the OS, you should set the primary partition to active. If you are installing to a new hard drive, Windows will automatically set the partition to active for you. A Master Boot Record (MBR)-based hard drive can have four primary partitions maximum, each with its own drive letter.

Incorrect Answers: If you need to subdivide the hard drive further, you can also use an extended partition, which is then broken up into logical drives. A GUID Partition Table (GPT)-based hard drive is not limited to this number; it can have up to 128 primary partitions. Dynamic refers to a dynamic drive; if you want to resize partitions, you have to convert the drive to dynamic in Disk Management. By the way, any drive in Windows that has a drive letter is known as a volume.

9. Answer: B

Explanation: The Task Manager enables you, via a click of the Processes tab, to view all current running processes and see how much memory each is using. You can open the Task Manager by right-clicking the Taskbar and selecting it, by going to Run and typing taskmgr, by pressing Ctrl+Shift+Esc, or by pressing Ctrl+Alt+Del and selecting Task Manager.

Incorrect Answers: Msconfig is a utility in Windows that allows you to enable and disable services and boot Windows in different modes. Chkdsk is a Command Prompt utility that searches for errors and fixes them (with the /F or /R switches). The System Information tool gives a summary of hardware resources, components, and the software environment; you can open it by going to Run and typing msinfo32.

10. Answer: A and B

Explanation: You can start, stop, and restart services within Computer Management > Services and Applications > Services. From there, right-click the service in question and configure it as you wish. You can also open Services by going to the Run prompt and typing services.msc. The Task Manager can also be used to start and stop services, as well as to analyze the performance of the CPU, RAM, and the networking connections. You can also start and stop services with the net start / net stop and sc start / sc stop commands.

Incorrect Answers: Performance Monitor analyzes the computer in much more depth than the Task Manager. The MMC is the Microsoft Management Console, which is the index that can store other console windows such as Computer Management. Among other things, Msconfig is used to enable/disable services, but not to start them.

11. Answer: C

Explanation: The administrator is the only account level that can install device drivers.

Incorrect Answers: Standard user, and especially guest, accounts cannot install drivers or programs. The Power Users group is an older group from the Windows XP days that was carried over to newer versions of Windows for application compatibility, but it has no real power in those operating systems.

12. Answer: B

Explanation: MD is short for make directory and is the command to use when creating directories in the Command Prompt.

Incorrect Answers: CD is change directory. RD is remove directory, and SD, which deals with memory cards, is not a valid command in the Command Prompt.

13. Answers: B and C

Explanation: To learn more about any command in Windows, open the Command Prompt, type the command and then /?, or type help dir.

Incorrect Answers: dir help would attempt to find the file named HELP within the current directory. dir man would most likely result in a “file not found” error. MAN pages are help pages used in Linux and macOS.

14. Answer: A

Explanation: Use the Command Prompt to launch the command ipconfig. ipconfig is a networking command that displays the configuration of your network adapter. You can open the Command Prompt in a variety of ways. You can open the default Command Prompt by going to Run and typing cmd.exe. However, many commands require you to open the Command Prompt as an administrator (in elevated mode). To run it as an administrator, locate it in Windows, right-click it, and select Run as Administrator. Or, you could type cmd in the search field and then press Ctrl+Shift+Enter. You can also locate it in Windows 10 or 8.1 by right-clicking the Start button.

Incorrect Answers: The other tools are used in the GUI and cannot run commands such as ipconfig. Use the Command Prompt or the PowerShell to run commands in Windows.

15. Answer: A

Explanation: In Windows, the convert command is used to upgrade FAT and FAT32 volumes to NTFS without loss of data.

Incorrect Answers: Ext4, or fourth extended file system, is a type of file system used by Linux-based systems. exFAT (FAT64) is especially designed for flash drives. NFS is the Network File System, something you might see in a storage area network.

16. Answers: B and C

Explanation: Disk Defragmenter keeps Windows running more efficiently by making the files contiguous, lowering the amount of physical work the hard drive has to do. Check Disk or Error checking checks the hard drive for errors.

Incorrect Answers: Disk Management is used to partition and format drives. System Restore allows you to take a snapshot of the OS, enabling you to revert to older settings if something goes wrong. The Task Scheduler (previously Scheduled Tasks), as the name implies, enables you to set what time you want particular tasks to run.

17. Answers: A and D

Explanation: The Windows Recovery Environment (Windows RE or WinRE) is also known as System Recovery Options. From here, you can restore the system, fix file errors, and work in an unprotected Command Prompt.

Incorrect Answers: The Recovery Console is the predecessor of WinRE, in the deprecated Windows XP. Advanced Boot Options is the menu that you can access by pressing F8. It is also referred to as ABOM, and in Windows 8/8.1/10 is known as Startup Settings.

bcdedit /set {DEFAULT} bootmenupolicy legacy

18. Answer: B

Explanation: Setuperr.log contains information about setup errors during the installation of Windows. Start with this log file when troubleshooting. A file size of 0 bytes indicates no errors during installation.

Incorrect Answers: Setupact.log contains the events that occurred during the installation. Unattend.xml is the answer file used by Windows during unattended installations. Diskmgmt.msc is a command that can be run from the Run prompt or Command Prompt, which opens the Disk Management utility.

19. Answer: C

Explanation: The physical memory limit of Windows 8.1 Pro is 512 GB on a 64-bit system. That is also the RAM limit for Windows 8.1 Enterprise; however, Windows 8.1 standard can access only 128 GB of RAM. Even though 64-bit CPUs can address a realistic maximum of 256 terabytes (TB), software is usually far more limited (as of the writing of this book in 2019).

Incorrect Answers: Windows 10 Home can access 128 GB. Windows 10 Pro and Education can access 2 TB of RAM. Windows 10 Enterprise can access 6 TB. The maximum that Windows 7 64-bit Professional, Ultimate, and Enterprise can access is 192 GB of RAM. Keep in mind that 32-bit versions of Windows 8.1 (and other versions of Windows) can access only a maximum of 4 GB of RAM, due to the limitations of 32-bit CPUs. See this link for memory limits of various Windows OSs: https://docs.microsoft.com/en-us/windows/desktop/Memory/memory-limits-for-windows-releases.

20. Answer: C

Explanation: The arrow pointing down tells you that the device is disabled in Windows. In many cases, you can easily enable it by right-clicking and selecting Enable.

Incorrect Answers: If the driver had not been installed, the device would most likely be sitting in a category called Unknown Devices. If the device is not even recognized by Windows, it will not show up on the list or will show up under Unknown Devices. There is no queue to be deleted.

21. Answer: D

Explanation: NTFS and FAT32 support the same number of file formats. This is actually the only listed similarity between the two.

Incorrect Answers: Otherwise, NTFS has the advantage: it supports file encryption in the form of Encrypting File System (EFS) and BitLocker, supports larger file sizes, and supports much larger volumes.

22. Answers: A, B, and D

Explanation: For secondary drives, you must go to Disk Management and initialize, partition, and format them. Explorer in the question could mean File Explorer (Windows 10) or Windows Explorer (Windows 7).

Incorrect Answers: FDISK is an older DOS command. Today’s computers’ UEFI/BIOS should see the drive automatically with no configuration needed. In special cases, a hard drive might require special drivers.

23. Answer: C

Explanation: System Restore is the tool used to create restore points. In all versions of Windows, you can find it with the Search utility or by going to the Control Panel > All Control Panel Icons > System, and then clicking the System Protection link. (Or, go to Run and type systempropertiesprotection.exe.) In Windows 7, you can find it in Start > All Programs > Accessories > System Tools as well.

Incorrect Answers: The Disk Defragmenter is used to fix hard drives that have become slow with fragmentation. Backup and Restore is the built-in backup program included with Windows 7. Disk Cleanup removes unwanted junk from the system, such as temporary files.

24. Answer: C

Explanation: To pause printing in general and pause individual documents, double-click on the printer in question and make the modifications from the ensuing window.

Incorrect Answers: All other tasks listed can be modified from the Printer Properties screen.

25. Answer: C

Explanation: After Auditing is turned on and specific resources are configured for auditing, you need to check the Event Viewer’s Security log for the entries. These could be successful logons or misfired attempts at deleting files; there are literally hundreds of options.

Incorrect Answers: The Application log contains errors, warnings, and informational entries about applications. The System log deals with drivers and system files and so on. A system maintenance log can be used to record routine maintenance procedures; it is not included in Windows.

26. Answer: D

Explanation: Worms travel through the Internet and through local-area networks (LANs). They are similar to viruses but differ in that they self-replicate.

Incorrect Answers: Macros are viruses that attach to programs like Microsoft Word and Word files. Trojans are viruses that look like programs and often seek to gain backdoor access to a system. Phishing is an attempt to fraudulently acquire information, often by email or phone.

27. Answer: B

Explanation: With User Account Control (UAC) enabled, users perform common tasks as nonadministrators and, when necessary, as administrators without having to switch users, log off, or use Run As. If the user is logged in as an administrator, a pop-up window will appear verifying that the user has administrative privileges before action is taken; the user need only click Yes. If the user is not logged on as an administrator, clicking Yes will cause Windows to prompt the user for an administrative username and password.

Incorrect Answers: USMT stands for User State Migration Tool, which is used to move files and user settings from one system (or systems) to another. USB is the universal serial bus and has little to do with this question except to serve to confuse the unwary with another acronym. VNC stands for Virtual Network Computing; it’s a type of program that allows a person at a computer to remotely take control of another computer or device. Examples include RealVNC and TightVNC.

28. Answers: A, B, and D

Explanation: A multifunction network device that acts as both a wireless access point (WAP) and a router may come with a standard, default SSID name (that everyone knows). It is a good idea to change it (if the router doesn’t ask you to do so automatically). After PCs and laptops have been associated with the wireless network, turn off SSID broadcasting so that no one else can find your WAP (with normal means). Disabling DHCP and instead using static IP addresses removes one of the types of packets that are broadcast from the WAP, making it more difficult to hack, but of course less functional and useful. Other ways to secure the wireless access point include changing the password; incorporating strong encryption such as Wi-Fi Protected Access version 2 (WPA2) with Advanced Encryption Standard (AES); disabling WPS; and initiating MAC filtering, which only allows the computers with the MAC addresses you specify access to the wireless network.

Incorrect Answers: Enabling DHCP will make it easier to connect to the SOHO router from clients but won’t increase the security of the router.

29. Answers: A and D

Explanation: Although it could possibly be spoofed, the padlock in the locked position gives you a certain level of assurance and tells you that the website is using a secure certificate to protect your session. This padlock could be in different locations depending on the web browser used. Hypertext Transfer Protocol Secure (HTTPS) also defines that the session is using either the Secure Sockets Layer (SSL) protocol or the Transport Layer Security (TLS) protocol.

Incorrect Answers: HTTP by itself is enough for regular web sessions when you read documents and so on, but HTTPS is required when you log in to a site, purchase items, or do online banking. HTTPS opens a secure channel on port 443 as opposed to the default, insecure HTTP port 80. To be sure that you have a secure session, you can analyze the certificate and verify it against the certificate authority.

30. Answer: B

Explanation: Antivirus software (from vendors such as McAfee or Symantec) updates automatically to protect you against the latest viruses, whether they are attached to emails or are lying in wait on removable media. You might also choose to use Windows Defender on newer versions of Windows.

Incorrect Answers: Firewalls protect against intrusion but not viruses. They could be hardware-based, such as the ones found in most SOHO multifunction network devices, or software-based, such as the Windows Defender Firewall. Internet Explorer (and other web browsers) can be configured to make your system more secure (especially when dealing with web-based emails), but it is not the best answer listed.

31. Answer: A

Explanation: Social engineering is the practice of obtaining confidential information by manipulating people. Asking for a username and password over the phone is a type of phishing attack (known as vishing).

Incorrect Answers: Using someone else’s network is just plain theft. Hacking into a router is just that, hacking. And a virus is a program that spreads through computers and networks (if executed by the user); it might or might not cause damage to files and applications.

32. Answer: C

Explanation: Software-based firewalls, such as the Windows Defender Firewall, normally run on client computers.

Incorrect Answers: It is possible that software-based firewalls will run on servers, especially if the server is acting as a network firewall, but the servers might rely on a hardware-based network firewall or an IDS/IPS solution. Hardware-based firewalls are also found in multifunction network devices. Some people might refer to these devices as routers, but the router functionality is really just one of the roles of the multifunction network device—separate from the firewall role. Plus, higher-end routers for larger networks are usually not combined with firewall functionality. Switches don’t employ software firewalls, mainly because they don’t use software (for the most part).

33. Answer: D

Explanation: Spoofing is when a malicious user makes web pages, data, or email appear to be coming from somewhere else.

Incorrect Answers: Impersonation is to present oneself as another person, imitating that other person’s characteristics. It is often a key element in what is known as pretexting—the inventing of a scenario in the hopes that a key person will reveal confidential information. Phishing is when a person fraudulently attempts to gain confidential information from unsuspecting users. Zero-day attacks exploit vulnerabilities that haven’t even been discovered yet or have been discovered but have not been disclosed through the proper channels so that security administrators can be aware of them.

34. Answer: A

Explanation: Biometrics is the study of recognizing humans. A fingerprint reader falls into this category as a biometric device.

Incorrect Answers: Smart cards are often the size of credit cards and store information that is transmitted to a reader. A barcode reader is a device that scans codes made up of different-width parallel lines, and SSID is a form of device identification that is broadcast from a wireless access point.

35. Answer: D

Explanation: A password gets more secure as you increase its length and then add capital letters, numbers, and finally special characters. Note that Marqu1s_De_S0d_ver_2 has a capital M, a 1 in the place of an I, underscores, a capital D, a capital S, and a zero. Plus, it is lengthy; it has 20 characters. Fifteen characters or more is an industry standard for highly secure passwords.

Incorrect Answers: The rest of the passwords are either not as long or not as complex as the correct answer.

36. Answer: D

Explanation: Windows+L automatically and immediately locks the computer. Only the person who locked it or an administrator can unlock it (unless, of course, another user knows your password).

Incorrect Answers: Ctrl+Alt+Del brings up the Windows Security dialog box. From there, you can lock the computer, too, but with an extra step. Windows+R brings up the Run prompt, and Windows+M minimizes all open applications.

37. Answer: C

Explanation: NTFS is Windows’ New Technology File System. It secures files and folders (and, in fact, the whole partition) much better than the older FAT32 system does. EFS, BitLocker, and NTFS permissions are just a few of the advantages of an NTFS partition.

Incorrect Answers: Ext4 (and ext3) is used by Linux-based systems. exFAT is another type of file system used often by USB thumb drives, SD cards, and other removable memory cards. FAT32 is the predecessor to NTFS and is not used often, but you might see it used with flash drives or older hard drives.

38. Answer: B

Explanation: WPA2 is superior to WPA and WEP and takes much longer to crack (if it is crackable at all). It works best with AES.

Incorrect Answers: Wired Equivalent Privacy (WEP) is deprecated (outdated) and is considered insecure. It should be avoided unless it is the only encryption option you have; even then, you should consider new hardware and software. TKIP stands for Temporal Key Integrity Protocol; it is a deprecated encryption protocol used with WEP and WPA. The replacement is either AES or (less commonly) CCMP.

39. Answer: B

Explanation: Social engineering is when fraudulent individuals try to get information from users through manipulation.

Incorrect Answers: Shoulder surfing is a form of social engineering where a person uses direct observation to find out a target’s password, PIN, or other such authentication information. Phishing is a type of social engineering; it is implemented via email or over the phone (vishing). In spear phishing, specific individuals or groups of individuals are targeted with streamlined phishing attacks.

40. Answer: B

Explanation: The data is very insecure. Many tools can recover data from a drive after it is formatted. Some companies will “low-level” format the drive, or sanitize the drive (as opposed to a standard format in Windows, for example) and keep it in storage indefinitely. The organization might go further and use data wiping software; in fact, this might be a policy for the organization. Always check your organization’s policies to be sure you are disposing of or recycling hard drives properly.

Incorrect Answers: Confidential is a term used to classify data. For example, personally identifiable information should be kept confidential (where only the appropriate personnel can access it). Secure is a relative term. Remember: nothing is ever completely secured.

41. Answer: B

Explanation: Smart cards are actual physical cards that you use as authentication tools. They are sometimes referred to as tokens and have built-in processors. Examples of smart cards include the Personal Identity Verification (PIV) card used by U.S. government employees and the Common Access Card (CAC) used by Department of Defense personnel.

Incorrect Answers: All of the other answers are software related and are logical in their implementations.

42. Answer: B

Explanation: Secure Sockets Layer (SSL) and the newer Transport Layer Security (TLS) encrypt the transactions through the website. These SSL certificates are often accompanied by the protocol HTTPS.

Incorrect Answers: HTTP by itself is not secure. PuTTY is a tool used for secure text-based connections to hosts and does not involve the website. Kerberos is the protocol used on a Microsoft domain to encrypt passwords.

43. Answer: B

Explanation: Common local security policies include password length, duration, and complexity. Just the use of a password doesn’t constitute a password policy. An example of a password policy would be when an organization mandates that passwords be 15 characters in length with at least 1 capital letter, 1 number, and 1 special character. In Windows you would access Local Security Policy > Security Settings > Account Policies > Password Policy to make changes to these things.

Incorrect Answers: Simply having a RAID array is not a security policy, though security policies often define how the RAID array will be used. Again, just having passwords (such as router passwords or other passwords used to log in) does not establish policy. Modifying how passwords are selected and enforced is a security policy.

44. Answer: C

Explanation: A Trojan is a disguised program that is used to gain access to a computer and either steal information or take control of the computer.

Incorrect Answers: A worm is code that infects a system and self-replicates to other systems. Spam is the abuse of email and the bane of mankind. Spyware is software unwittingly downloaded from the Internet that tracks a user’s actions while surfing the web.

45. Answer: A

Explanation: Android is an open-source OS. It is freely downloadable and can be modified by manufacturers of mobile devices to suit their specific hardware.

Incorrect Answers: Apple’s iOS and macOS and Microsoft’s OSs are closed source; a company would have to pay a fee for every license of the OS—that is, if it were even available to them.

46. Answers: B, C, and D

Explanation: Android users download applications (apps) from Google Play. Apple users download apps from the App Store or from within iTunes.

Incorrect Answers: The Spotlight tool is a utility in Apple’s macOS that allows you to search the computer and the Internet by typing in search phrases.

47. Answer: A

Explanation: The Global Positioning System (GPS) technology (or location services) can be instrumental in locating lost or stolen mobile devices. Many devices have this installed; others rely on geotracking or Wi-Fi hotspot locating techniques. (You are being watched!)

Incorrect Answers: Screen orientation is how the screen is displayed depending on how you hold the device—vertical or horizontal (or upside down). It can be calibrated on Android devices with the G-Sensor calibration tool. Passcode locks are sets of numbers that are required to be entered when a mobile device is turned on or taken out of sleep mode. Gmail is a web-based email service by Google. It is incorporated into the Android operating system.

48. Answers: A and C

Explanation: Some of the things you might synchronize on a smartphone include contacts, email, programs, pictures, music, and videos.

Incorrect Answers: Mobile devices would not normally synchronize PHP web pages or Microsoft SQL databases. PHP is a commonly used programming language for websites and is often used either by itself or within HTML pages.

49. Answer: B

Explanation: The second step is to establish a theory of probable cause. You are looking for the obvious or most probable cause for the problem.

Incorrect Answers: Establishing a theory of probable cause comes after identifying the problem and before testing your theory. Documentation is last. While the troubleshooting process is listed in the 220-1001 objectives, it’s still good practice—you’ll always be using it, regardless of what technology you are working with. You never know what you might see on the exam!

50. Answer: C

Explanation: Documentation is the final step in the troubleshooting theory. This helps you better understand and articulate exactly what the problem (and solution) was. If you see this problem in the future, you can consult your documentation for the solution. Plus, others on your team can do the same. In addition, it is common company policy to document all findings as part of a trouble ticket.

Incorrect Answers: Generally, as a technician working for individual customers on the road, you would present a bill at the end of your technical visit (after everything else is complete). But for many technicians, billing is not a responsibility; someone else takes care of that task. Always document the solution before moving on to the next computer. Running programs such as Disk Defrag (Optimize Drives) is something you would do during an earlier phase of troubleshooting.

51. Answer: D

Explanation: The Event Viewer contains the error logs; they are finite in size. You could either clear the log or increase the size of the log.

Incorrect Answers: The other three applications do not contain error logs. The Recovery Console is a repair utility used in older versions of Windows; it is unlikely that you will see it.

52. Answer: D

Explanation: System File Checker (SFC) checks protected system files and replaces incorrect versions.

Incorrect Answers: None of the other options check system files. Chkdsk can check for and repair errors, but just regular files. Dism is a tool used to work with Windows images. Scandisk is an older command-line scanning tool that today’s versions of Windows don’t use. It was replaced by Chkdsk.

53. Answer: B

Explanation: You must partition the drive before formatting.

Incorrect Answers: You can copy files only after formatting is complete. Chkdsk has little value on an unformatted drive because it checks files for errors and integrity. Something else not mentioned here is that a second drive would have to be initialized in Windows before use.

54. Answer: B

Explanation: The best answer is Startup repair. Startup repair attempts to fix issues automatically. This is available in the Windows RE System Recovery Options.

Incorrect Answers: Although System Restore can “fix” problems, it only does this by resetting the computer to an earlier point in time, and as such, this is not the best answer. File History is the file backup program for Windows 10 and 8 but is not available within the system recovery environment. Reset Your PC is a Windows Recovery Environment. This might fix a problem, but it wipes settings and data in Windows 8, making it a possible solution, but only after you have tried other methods. (Instead of Reset Your PC, consider Refresh Your PC on Windows 8 systems first.) In Windows 10, Reset Your PC reinstalls but allows you to choose whether or not you want to wipe all data.

55. Answer: B

Explanation: The Event Viewer logs all errors that occur on a system. Particularly, the System log would contain the information useful in troubleshooting this error.

Incorrect Answers: The Windows Registry is a database that stores the settings for Windows. It contains hardware and software information, plus user settings. If you need to troubleshoot certain Dynamic-Link Libraries (DLLs) or ActiveX controls (for example, ones that work with Internet Explorer), you can manipulate them with the REGSVR32 command. macOS and Linux use a utility called Terminal that allows you to manipulate data and make configuration changes similar to the Command Prompt in Windows.

56. Answer: A

Explanation: The most common reason for a BSOD (blue screen of death, otherwise known as a stop error) is driver failure.

Incorrect Answers: Second on the list is memory/processor-related errors. Hard drives and optical drives themselves should not cause stop errors, but their drivers might.

57. Answer: A

Explanation: Run the installer as an administrator. Programs cannot be installed by standard users or guests. You must have administrative rights to do so.

Incorrect Answers: You should try to resolve the problem yourself before contacting the manufacturer, but in the end, the manufacturer might not be able to provide meaningful help. Be ready to solve problems on your own. Upgrading to a new version of Windows and reinstalling Windows are a bit extreme. Always remember to install as an admin and, if necessary, run older programs in compatibility mode.

58. Answer: D

Explanation: Spray on a lint-free cloth first, and then wipe the display gently. A lot of companies sell products that are half isopropyl alcohol and half water. You could also make this cleaner yourself. Again, remember to put the solution on a lint-free cloth first.

Incorrect Answers: Never spray any cleaner directly on a display. Try not to get any liquid in the cracks at the edge of the screen because it could get behind the display and possibly cause damage to circuitry (especially over time).

59. Answer: D

Explanation: Because the immediate danger is gone, call 911 right away.

Incorrect Answers: After calling 911, you would apply first aid and CPR as necessary. The next step would be to shut off the power at the electrical panel or call the building supervisor to have the power shut off. However, it is always important to be aware of and comply with company policies before taking certain actions. Be aware of company policies before accidents happen!

60. Answer: D

Explanation: Compressed air is safe. However, you might want to do this outside and vacuum up the leftover residue. Or if you are working inside, use compressed air to blow dust out of the computer while using an antistatic vacuum to suck up the dust at the same time.

Incorrect Answers: Never disassemble the power supply. It is called a field replaceable unit (FRU) for good reason. Do not use a household vacuum cleaner inside a computer; it could damage the components. Instead, use an antistatic computer vacuum, but be sure not to touch any of the components anyway. Do not spray any kind of solution inside the computer; this will damage the components.

61. Answer: C

Explanation: Turning off the printer might not be enough. It might be seriously malfunctioning, so pull the plug.

Incorrect Answers: Dialing 911 is not necessary unless a fire has started. Wait at least 15 minutes before opening the printer to see what caused the smoke. Printer power supplies can fail just like a PC’s power supply can. In fact, a laser printer power supply does more work because it needs to convert for high voltages in the 600-V range. If you have a maintenance contract with a printer company, and the printer is under warranty or contained in the service contract, you could call the maintenance company to fix the problem. Be ready to give a detailed account of exactly what happened. You could tell the printer that it is bad to smoke, but that would be belligerent and would probably show that you have been working too hard. All kidding aside, be ready to disconnect power at a moment’s notice.

62. Answer: D

Explanation: Recycle toner cartridges according to your company’s policies and procedures, or according to municipality rules and regulations.

Incorrect Answers: Do not throw away or incinerate toner cartridges. Although it is possible to refill toner cartridges, this is not the recommended way to handle an empty cartridge because it is messy and time-consuming. Most companies simply purchase new toner cartridges.

63. Answer: C

Explanation: The technician should leave the customer site and document the incident. In rare cases, there is no way to calm down the customer, and you might have to leave the site if there is no other alternative.

Incorrect Answers: If the customer has been shouting for a while and the technician cannot calm down the customer, it’s pointless to stay and wait. You don’t want to call your supervisor and complain about the situation while you’re at the customer’s location; this will probably serve to infuriate the customer further. Wait until you have left the customer’s premises. Never shout back at the customer; this is not a battle for power, and you should never take it personally. Be sure to document the incident in depth after leaving the customer’s location. Definitely let your supervisor know what has happened—without complaining.

64. Answer: A

Explanation: While you’re on the job site, limit phone calls to only emergencies or calls from your employer about other customers.

Incorrect Answers: Taking a personal phone call, texting, or using social media sites while working at a client site is considered unprofessional. Be professional when you’re on the job.

65. Answer: D

Explanation: Msconfig enables you to modify the startup selection. You can boot the computer in different modes with Msconfig. You can also enable and disable services.

Incorrect Answers: The Task Manager gives you a snapshot of your system’s performance and allows you to shut down applications (tasks) or processes, even if the application is hanging or frozen. Windows RE is the Windows Recovery Environment, a special repair environment that is used to fix issues in the operating system. From here, you can fix system file issues and repair the boot sector, along with GPT and MBR-related issues. Safe Mode is one of the options in the Startup Settings/Advanced Boot Options menu. It starts the computer with a basic set of drivers so that you can troubleshoot why devices have failed. It is also instrumental when dealing with viruses.

66. Answer: C

Explanation: The .ps1 extension is used for PowerShell files and scripts.

Incorrect Answers: .js is JavaScript, .vbs is Visual Basic script, and .py is Python.

67. Answer: B

Explanation: Always check whether there are backups, and physically inspect and verify the backups before changing out any drives. Making sure that a backup is available is the first order of business.

Incorrect Answers: After the backup has been taken care of, you can have the customer give you the password to log in (or let the customer log in) and find out which version of Windows Server is running.

68. Answer: B

Explanation: By rolling back the driver (which is done in the Device Manager) while in Safe Mode, you can go back in time to the old working video driver.

Incorrect Answers: The Windows Recovery Environment might help (for example, if you used Startup Settings > Safe Mode, or System Restore), but the WinRE Command Prompt is not the best answer because it is a different tool. Reinstalling the OS would wipe the partition of the president’s data (and probably wipe you of your job). Directory Services Restore mode (although listed in the Advanced Startup Options) is only for Windows Server domain controllers.

69. Answer: B

Explanation: The DxDiag utility is used to analyze a video card and its DirectX version and to check if drivers are digitally signed. You can access it by going to Run and typing dxdiag.

Incorrect Answers: The Device Manager is used to install drivers for devices— among other things—but is not used to view the DirectX version that is installed. Services.msc is the console window where you can start and stop and enable/disable services such as the Print Spooler. USMT stands for User State Migration Tool, a command-line tool used to migrate user files and settings from one or more computers.

70. Answer: A

Explanation: By installing a driver that is not signed by Microsoft, you are risking instability of the operating system.

Incorrect Answers: The driver has no effect on files or drive fragmentation. It is extremely uncommon for a driver to cause physical damage to a device. Note that Windows 8 and newer have driver signature enforcement enabled by default, so it becomes more difficult to install unsigned drivers.

71. Answer: C and D

Explanation: To make a secure connection, you first need to know the Service Set Identifier (SSID) of the AP and then the encryption being used (for example, WPA or WPA2). The SSID takes care of the “connection” portion, and the encryption takes care of the “secure” portion. After all computers are connected, consider disabling the SSID for increased security.

Incorrect Answers: Knowing the wireless standard being used can help you verify whether your computer is compatible (802.11ac, n, or g), but the brand of access point isn’t really helpful.

72. Answer: B

Explanation: Sysprep is one of the utilities built into Windows for image deployment over the network.

Incorrect Answers: Ghost and Image Clone are third-party offerings. Robocopy copies entire directories (in the same physical order, too). Sysprep preps the system to be moved as an image file.

73. Answer: D

Explanation: If the computer fails and cannot recover, you usually see some type of critical or stop error. At this point, you must restart the computer to get back into the operating system (unless it is configured to do so automatically, which is the default setting in Windows). The reason for the physical dump of memory is for later debugging. The physical dump writes the contents of memory (when the computer failed) to a file on the hard drive.

Incorrect Answers: Missing drivers do not cause this error, but a failed driver might. If the wrong processor is installed, you can probably not get the system to boot at all. Shutting down the computer improperly just means that the computer recognizes this upon the next reboot and might attempt to automatically fix errors if any occurred.

74. Answer: C

Explanation: Session hijacking occurs when an unwanted mediator takes control of the session between a client and a server (for example, an FTP or HTTP session). An example of this would be a man-in-the-middle (MITM) attack.

Incorrect Answers: DDoS is a distributed denial-of-service attack, an attack perpetuated by hundreds or thousands of computers in an effort to take down a single server; the computers, individually known as zombies, are often unknowingly part of a botnet. A brute-force attack is an attempt to crack an encryption code or password. Malicious software is any compromising code or software that can damage a computer’s files; examples include viruses, spyware, worms, rootkits, ransomware, and Trojans.

75. Answer: C

Explanation: Bootrec /rebuildbcd attempts to rebuild the boot configuration store.

Incorrect Answers: Bootrec /fixboot is one of the methods you can try to repair bootmgr.exe in Windows. Bootrec /fixmbr rewrites the master boot record in a Windows system that has an MBR-based hard drive (doesn’t affect the more common GPT-based drive). bootcd is where the boot configuration store is located.

76. Answer: A

Explanation: The drive should be completely erased with bit-level erasure software. If it is to be disposed of or is to leave the building, it should also be shredded or degaussed (or both).

Incorrect Answers: Formatting is not enough because data remanence (residue) is left on the drive from which files can be reconstructed by smart people with some smart software. It is a waste of time to install AV software on a drive before removing it. However, AV software should be loaded up when the new drive is installed.

77. Answer: D

Explanation: The Windows 10 and 8 File History utility (accessible in the Control Panel) enables a user to back up files or the entire PC.

Incorrect Answers: The File History utility is the successor to Windows 7’s Backup and Restore. BitLocker is Microsoft’s full drive encryption software. Time Machine is the backup program that is built into macOS.

78. Answer: B

Explanation: Windows 10 (and Windows 8 and Windows 7) requires a minimum processor frequency of 1 GHz.

Incorrect Answers: Windows 10 64-bit requires 32 GB of hard drive space. As of the writing of this book, 2 GHz is not a valid answer for Windows. The minimum RAM requirement for 64-bit versions of Windows is 2 GB.

79. Answer: D

Explanation: An unattended installation of Windows requires an answer file. This file is normally named unattend.xml. Unattended installations can be done locally or as part of a network installation using Windows Deployment Services (WDS) in Server 2008 or higher.

Incorrect Answers: Drive image installations use third-party programs such as Ghost or work with a System Restore image created within Windows. Local installation from USB is possible if you copy the Windows .iso file to the USB flash drive (if the drive is big enough) and obtain the USB/DVD download tool from the Microsoft website. A multiboot installation means that more than one operating system is being installed to the same drive. One or both of these could possibly be unattended installations. Remember that with multiboot installs, each OS should inhabit its own primary partition.

80. Answer: C

Explanation: Regedit can be used to view startup programs. This is the executable that opens the Registry Editor. A common place to find some of the startup programs is the path HKEY_LOCAL_MACHINESOFTWAREMicrosoftWindowsCurrentVersionRu. Several other subkeys, mostly within the CurrentVersion, also house startup program information.

Incorrect Answers: Ipconfig shows the network configuration of all network adapters. Ping is used to test whether other computers on the network can respond to TCP/IP packets of information, thus proving they are functional. DxDiag is used to analyze video cards and the version of DirectX that is running.