Table of Contents

Chapter 1
Personal Computer Components....................................................... 2
Answer Key 145
Explanations 157

Chapter 2
Operating Systems............................................................................ 16
Answer Key 147
Explanations 167

Chapter 3
Printers and Scanners....................................................................... 59
Answer Key 150
Explanations 187

Chapter 4
Networks............................................................................................ 68
Answer Key 151
Explanations 192

Chapter 5
Security............................................................................................ 102
Answer Key 153
Explanations 211

Chapter 6
Communication and Professionalism............................................ 131
Answer Key 155
Explanations 228
A+ Remote Support Tech (220-603) Printables
Copyright 2006 by PrepLogic, Inc.
Product ID: 10706
Production Date: November 09, 2006
Total Questions: 200

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 Personal Computer Components 2

Chapter 1
Personal Computer Components
1. A Customer would like you to walk them through installing a new video card.
During your conversation with the customer you find out the PC is a PIII 800 Mhz
system. Before you walk them through the install, what should you ask the
customer to confirm compatibility?

Select all correct answers

A. Which USB slot are you going to put your video card in?
B. Is the video card PCI Express compatible?
C. What Bus/Connector Type does the Video card use?
D. Does the video card use a DVI or RGB connector?
Find the Answer p. 145

2. You are trying to troubleshoot a customer's display issues over the phone. The
customer tells you that the display looks distorted. While troubleshooting the issue,
the customer also mentions that they recently downloaded an updated driver from
the NVIDIA website. What would be the best way to check if it is driver, before
moving on to something else?

Select the best answer

A. Reboot the PC and select F8 to bring up the boot menu. From the
boot menu select the "VGA Safe Mode."
B. Reboot and select Safe Mode
C. Reboot, select F8 and choose Last Known Good Configuration
from the boot menu
D. Reboot and select Recovery Console
Find the Answer p. 145
 Personal Computer Components 3

3. You are supporting a customer remotely who is having trouble with her display.
The customer states that the monitor is a CRT and that there is an unusual
discoloration on one side of the screen. The customer also states that they have
tried to adjust all the color settings on the monitor, as well as the display adapter.
What should you instruct the customer to do?

Select the best answer

A. Reboot the PC in Safe Mode.

B. Update the video driver.
C. Ask the customer if the monitor has a degauss button and ask her to
use it.
D. Reboot the PC and select Video Safe Mode
Find the Answer p. 145

4. A customer is having problems with his computer's display. He is complaining that

the picture is very red. Regardless of how much he adjusts the colors in Windows
and on the monitor, which is a CRT, it still remains extremely red. What should
tell the customer to check first?

Select the best answer

A. Check the inverted color setting on the monitor.

B. Make sure the customer has the latest video drivers installed.
C. Tell the customer to replace the monitor.
D. Have the customer disconnect the cable leading from the monitor to
the video card and check for bent pins.
Find the Answer p. 145
 Personal Computer Components 4

5. A customer calls complaining that their display is not working correctly. The
customer explains that they are using two monitors with one video card on a
Windows XP computer, but they only have a picture on one display. The customer
sounds very upset, and you want to resolve the issue as quickly as possible. What
should you do to make sure the customer is getting an image on both monitors, and
address the customer's frustration?

Select the best answer

A. First address the display issue by rebooting the system, which

should take care of the issue and then deal with the customer's
frustration.
B. Apologize to the customer for the trouble he is having, and then
inform him that he needs multiple video cards in order to reach his
desired effect.
C. Apologize to the customer for the issue he is having first. Second,
instruct the customer to go to the Display Settings in Control Panel,
choose the Advanced option, and select the Multiple Display
checkbox. Next, instruct them to press the apply button and check
to see if the desktop extended. If not, check to see if the card
supports multiple monitor extensions.
D. First, deal with the customer's frustration by assuring him that you
can help resolve his problem. Then instruct him to go to the Display
Properties in Control Panel, choose the Settings Tab, and click on
Identify to ID which monitor is which. Next, instruct them to drag
the monitor icons into the arrangement they prefer. Last, have them
select the monitor that has no picture, right-click it, and select
Attached, then select the Extend My Windows Desktop To This
Monitor checkbox. Finally have them click the Apply button to
apply all of the changes.
Find the Answer p. 145
 Personal Computer Components 145

Answers: Chapter 1
1. C, D Review Question p. 2 Detailed Explanation p. 157

2. A Review Question p. 2 Detailed Explanation p. 157

3. C Review Question p. 3 Detailed Explanation p. 157

4. D Review Question p. 3 Detailed Explanation p. 158

5. D Review Question p. 4 Detailed Explanation p. 158

6. C, D Review Question p. 5 Detailed Explanation p. 159

7. B Review Question p. 5 Detailed Explanation p. 159

8. D Review Question p. 6 Detailed Explanation p. 160

9. A Review Question p. 6 Detailed Explanation p. 160

10. C Review Question p. 7 Detailed Explanation p. 161

11. A Review Question p. 7 Detailed Explanation p. 161

12. C Review Question p. 8 Detailed Explanation p. 161

13. B Review Question p. 8 Detailed Explanation p. 162

14. C Review Question p. 9 Detailed Explanation p. 162

15. D Review Question p. 9 Detailed Explanation p. 162

16. A Review Question p. 10 Detailed Explanation p. 163

17. B Review Question p. 10 Detailed Explanation p. 163

18. C Review Question p. 11 Detailed Explanation p. 164

19. D Review Question p. 11 Detailed Explanation p. 164

20. C Review Question p. 12 Detailed Explanation p. 164

21. B Review Question p. 12 Detailed Explanation p. 165

22. A Review Question p. 13 Detailed Explanation p. 165

23. D Review Question p. 14 Detailed Explanation p. 165

 Personal Computer Components 157

Explanations: Chapter 1
1. Review Question p. 2
Answers: C, D
Explanation A. Incorrect. Universal Serial Bus is used to attach peripherals such as
mice, keyboards, etc.
Explanation B. Incorrect. While this would be a good question to ask if the user had a
newer system, a PIII will probably not support PCI Express.
Explanation C. Correct. This is crucial in determining the compatibility of the video
card with the system. Older systems like the PIII use AGP video slots, which are
physically different from the newest PCI Express video slots.
Explanation D. Correct. It is also important to determine the connection of the monitor
to the video card since DVI and RGB are physically different connectors.

PrepLogic Question: 10706-100

2. Review Question p. 2
Answers: A
Explanation A. Correct. VGA Safe Mode allows you to boot up with a standard VGA
driver on the system, which could confirm that the video driver is the culprit.
Explanation B. Incorrect. While booting into Safe Mode will produce the desired
result, it will also unnecessarily disable other components, and the target is the video
issue.
Explanation C. Incorrect. The Last Known Good Configuration option is typically used
once you have determined that a configuration change you have made has caused
system instability or an inability to boot properly.
Explanation D. Incorrect. Recovery Console is useful in situations where the system
will not boot at all. Recovery Console allows you to boot to a command line version of
Windows and execute recovery commands.

PrepLogic Question: 10706-101

3. Review Question p. 3
Answers: C
 Personal Computer Components 158

Explanation A. Incorrect. Safe mode will unnecessarily disable many drivers and
components. This will not help the situation.
Explanation B. Incorrect. If the display was completely distorted or illegible, this
would be the best answer.
Explanation C. Correct. CRT monitors use a degauss function to demagnetize the
shadow mask, a metal plate in the front of the tube that is used to focus the electron
beams. This should correct the discoloration problem. CRT monitors are susceptible to
magnetic fields from items such as speakers or electric motors. If the monitor does not
have a degauss function then simply turning it off and on should serve the same
function.
Explanation D. Incorrect. Since the video is working, this would not fix out current
problem.

PrepLogic Question: 10706-102

4. Review Question p. 3
Answers: D
Explanation A. Incorrect. There is no such setting on a monitor.
Explanation B. Incorrect. Although having the correct video drivers is very important,
it would not cause this type of behavior.
Explanation C. Incorrect. Although this may fix the problem, there may be an easier
and much less expensive way to fix the current situation.
Explanation D. Correct. This is a very common occurrence and is a very easy problem
to fix. This typically happens when the connector is forced on the video card
connectors. Displays use the three primary colors (red, green, blue) to produce the color
spectrum. A bent pin causes the loss of one of the primary colors (RGB), which leads to
the exaggeration of another. To remedy the issue simply have the customer straighten
out the pins with needle nose pliers and reconnect the cable.
More Information:
For more information on this please see

PrepLogic Question: 10706-103

5. Review Question p. 4
Answers: D
 Personal Computer Components 159

Explanation A. Incorrect. You should always deal with a customer's frustration first
and assure them you will try to help them. Also, rebooting alone will not solve the
display issue.
Explanation B. Incorrect. It is correct that you should deal with the customer's
frustration first. While you can run multiple displays with multiple video cards, most
video cards support multiple displays with one video card.
Explanation C. Incorrect. The first part of the answer is correct, you should deal with
the customer's anger first. The second part of the answer is almost correct; however that
is not where you select multiple displays in Windows XP.
Explanation D. Correct. It is always essential you deal with an upset customer first and
empathize with them. If you add a Video card with "dual heads" you can use up just one
AGP or PCI slot and run two displays. In order to do this though you must configure
your displays by going to display settings, and configuring how they will behave.
More Information:
For more information on this please see

PrepLogic Question: 10706-104

6. Review Question p. 5
Answers: C, D
Explanation A. Incorrect. That is not where you adjust the resolution.
Explanation B. Incorrect. That is not where you adjust the resolution.
Explanation C. Correct. That is the correct place to adjust the resolution for the video
card.
Explanation D. Incorrect. This is where you would adjust the DPI settings, not the
resolution.

PrepLogic Question: 10706-105

7. Review Question p. 5
Answers: B
Explanation A. Incorrect. While it is always a good idea to update a driver when
installing a new display, that will not fix the current problem.
Explanation B. Correct. The best solution here is to upgrade the monitor to at least an
SVGA display or higher. The borders are produced by old VGA displays using SVGA