1.

What year was a product with the serial number CND4051234 built? Select the correct answer and

click Submit.

2002 2003 2004 2005

2.

Which of the following are encoded in the model key?Select all that apply and click Submit. Make and model Product number Components Warranty

3.
Submit.

Can HP warranties be extended after a product is purchased? Select the correct answer and click

Yes No Only if warranty protection is purchased at the time Only third-party warranties can be extended

4.

Which number would you use to order an upgrade? Select the correct answer and click Submit. Option part number Spare part number Assembly part number Serial number

5.

A customer purchased an HP workstation in September 2007. Today is May 2009, and the customer needs to have the hard drive replaced on the notebook. The product carries a 3/3/3 warranty. Can you perform the service under the product warranty?
Select the correct answer.

The product warranty for parts, labor, and onsite service has expired. The warranty is still valid for parts, but not for labor or onsite service. The warranty is valid for parts and labor only, and must be returned for repair. The warranty is still valid for parts, labor, and onsite service.

6.

A customer receives an overheat message from their HP desktop computer. What should you advise the customer to check first?
Select the correct answer.

The computer completes the power on self test. The computer has proper air flow and ventilation. The computer has not been running processor intensive applications. The customer has applied all required updates to the computer.

1.

What is an important service impact of products that use DDR3 memory modules? Select the

correct answer and click Submit.

The modules are installed in a completely new way The modules are much smaller in size than DDR2 The modules are not interchangeable with DDR2 Faulty DDR3 modules must be returned for testing

2.

How does HP normally provide the operating system in an HP computer?

Select the correct answer.

Pre-installed software with a full OEM license Pre-loaded software with no license Drop-in-Box software as a full product with a trial period Pre-installed software with the trial period of the OEM license

3.

What is an option called that a customer chooses when purchasing a system?

Select the correct answer.

Configurable option After market option Third party option Qualified option

1.

What is the difference between the HP Docking Station and the HP Advanced Docking Station?

Select the correct answer.

Additional ports MultiBay or Upgrade Bay MultiPort support Graphics adapter support

2.

Which products can be fitted with a solenoid hood lock? Select all that apply and click Submit.

Desktops Workstations Thin clients Notebooks

3.

How is HP ProtectTools Embedded Security implemented on HP computers?

Select the correct answer.

On a Mini-PCI card On a PCI card In a cryptoprocessor chip

In the processor

1.
Submit.

Which of these utilities allows you to run a HDD Drive Self Test? Select all that apply and click

Computer Setup BIST HP Insight Diagnostics HP Instant Support Professional Edition

2.

Which characteristics apply to the HDD Drive Self Test? Select all that apply and click Submit.

Operating system independent Operating system dependant Browser-based Firmware-based

3.

Which HP diagnostics utility can still be used if you cannot boot into Windows?Select the correct

answer and click Submit.

Instant Support Professional Edition Battery Check Help and Support Center Insight Diagnostics

4.
Submit.

Which component is tested by the Built-in Self Test (BIST)?Select the correct answer and click

Hard disk drive Power supply Memory

Battery

1.

2.

What must you do before running the HP Battery Check? Select all that apply and click Submit.

Connect AC power Disconnect AC power Charge the secondary battery, if present Remove the secondary battery, if present

1.

Which of the following would be an example of starting with the simplest first in response to a Non-system disk error? Select the correct answer and click Submit.

Checking for a non-bootable media Replacing the hard drive Running diagnostics Locating a bootable diskette

2.

While executing the action plan, change more than one variable at a time to reduce troubleshooting time. Select the correct answer.

True False

3. You have gathered the customer's preliminary information including who the customer is and the customer's environment. What should you also check?
Select all that apply and click Submit.

How many units are involved If the customer's equipment is HP certified When the trouble started and what changes, if any, were made

Which versions of hardware and software the customer is using

1.

Before you start to troubleshoot, you should verify that the customer has met their responsibilities. What should you verify?
Select all that apply and click Submit.

That the customer has appropriately escalated the issue. That the customer has the required tools on hand. That the product has a supported operating system. That a current antivirus software application is being used.

1.

Data is lost if a drive fails in a RAID 1+0 configuration? Select the correct answer.

True False

2.

What should you always do before replacing a system board? Select all that apply and click Submit.

Clear CMOS Remove power to the system Save the BIOS settings to removable media Update the BIOS

3.

SCSI drives take precedence when used with IDE drives. Select the correct answer.

True False

4.

Booting from a MultiBay hard drive is not supported. Select the correct answer.

True False

5.

All PC card types can be used in any PC card slot. Select the correct answer.

True False

6.

A cover or access panel cannot be removed from a computer with the Smart Cover Lock enabled under what circumstances? Select all that apply and click Submit.

Unknown password Power failure Computer does not start up Component failure (such as processor or power supply)

7.

Where can you change the parallel port mode if you are having problems printing from your computer? Select the correct answer.

Printer control panel BIOS Setup Windows Control Panel Diagnostics Configuration Record

8.

Which of the following external environmental factors can affect a computer monitor? Select all

that apply.

Other equipment on the same power circuit Walls obstructing the signal Wireless phones Orientation of the computer

9.

DDR and DDR-2 SDRAMM memory modules are interchangeable. Select the correct answer.

True False

1.

You are preparing to service an HP commercial notebook. What two steps should you take to protect yourself from electrical shock? Type your answer in the box, and then check it with the correct

answer.

2.

Which HP tool provides a simple way to download updates for HP computers?

Select the correct answer.

HPQFlash HP Backup and Recovery Manager HP DMI Flash tool HP SoftPaq Download Manager

3.

What is the best way to decide what Windows patches are required on a computer?

Select the correct answer.

Run QFE Update Run Windows Update Run Microsoft Hotfix Run HP SoftPaq Download Manager

1.

A customer reports a 162 - System options not set error. What might cause this error?

Select the correct answer.

The CMOS battery has failed. The hard disk drive cannot be detected. Incorrect memory has been installed. Default settings in F10 setup have been applied.

2.

What must you always do after replacing a system board on a notebook?

Select the correct answer and click Submit.

Reset CMOS Reconfigure BIOS settings Run the Startup tests Reflash the DMI information

1.

You are on a customer site and want to replace a disk drive. Which is the best method for you to contact HP support? Select the correct answer.

By telephone By email By the Channel Services Network website Log a new call from the IT Resource Center

2.

You have a call on a particular computer and need more information. Where would you find all available documentation, including service documentation, for each HP product? Select all that apply and
click Submit.

HP Technical Support HP PartSurfer HP Channel Services Network HP Instant Reference Guide

3.

You need to order a replacement part, which of the following HP resources can you use to find the part number? Select all that apply and click Submit.

QuickSpecs Maintenance and Service Guide HP PartSurfer User Guide

4.

When troubleshooting, which of the following Support Communications would you check for the official HP resolution to a hardware or software issue?
Select the correct answer.

Service Advisories Service Announcements Service Notices Service Program Announcements

5.

Which resource could you use when removing and replacing a component in a customer computer? Select all that apply and click Submit.

Maintenance and Service Guide QuickSpecs Services Media Library Service and support announcements

6.

Which Support Communication describes a solution to an issue with the potential risk of bodily harm, equipment failure, data loss, or security vulnerability?
Select the correct answer.

Advisory Bulletin Notice Announcement

7.

Where can you find information on the warranty of the computer you are working on? Select all

that apply.

Channel Services Network Maintenance and Service Guide IT Resource Center QuickSpecs

8.

Which reference material contains error codes? Select all that apply.

Maintenance and Service Guide Onsite Agent's Reference Set QuickSpecs Hardware Reference Manual

9.

Where can you find video teardowns of all recent products? Select two.

HP New Product Training HP Services Media Library HP PartSurfer

HP QuickSpecs