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Answers and Explanations

40. Answer: A

  • Explanation: The Service Set Identifier (SSID) is the name of the wireless network. This is the name you look for when locating a wireless network.

    Incorrect answers: WPA stands for Wi-Fi Protected Access, a connectivity protocol for wireless networks. A demilitarized zone (DMZ) is an area between the LAN and the Internet that often houses web, email, and FTP servers. The Dynamic Host Configuration Protocol (DHCP) is a service that assigns IP addresses automatically to computers and other devices.

41. Answer: B

  • Explanation: Port 23 should be blocked. It is associated with the Telnet service, which is used to remotely log in to a server at the command line. You can block this service at the company firewall and individually at the server and other hosts. It uses port 23 by default, but it can be used with other ports as well. Telnet is considered to be insecure, so it should be blocked and disabled.

    Incorrect answers: Here are the default port numbers for the incorrect answers: Port 21 is FTP. Port 80 is HTTP. Port 443 is HTTPS. Port 587 is the default secure port for SMTP. (Keep in mind that, originally, SMTP used port 25—and sometimes still does—but it is usually not a secured port.)

42. Answer: A

  • Explanation: The LC connector is used by fiber-optic cabling. Other fiber connectors include SC and ST.

    Incorrect answers: RJ45 is the connector used by twisted-pair networks. RG-6 is the cable used by cable Internet and TV; an F-connector is attached to the ends of an RG-6 cable. RJ11 is the standard phone line connector.

43. Answer: C

  • Explanation: The Domain Name System (DNS) protocol uses port 53 by default.

    Incorrect answers: FTP uses port 21. SMTP uses port 25 (or 587 or 465). HTTP uses port 80.

44. Answers: B and D

  • Explanation: Satellite and cellular are examples of wireless Internet services.

    Incorrect answers: Cable Internet, DSL, and fiber optic all use wired connections.

45. Answer: B

  • Explanation: A wide-area network (WAN) is a network in which two or more LANs are connected over a large geographic distance—for example, between two cities. The WAN requires connections to be provided by a telecommunications or data communications company.

    Incorrect answers: A personal-area network (PAN) is a small network made up of short-distance devices such as Bluetooth. WLAN stands for wireless local-area network. This is the name that the IEEE uses for its 802.11 standards. The reason is that the term Wi-Fi, though widely used, is copyrighted. A MAN is a metropolitan- (or municipal-) area network; it can connect two or more LANs but does so in a small city-based area.

46. Answer: A

  • Explanation: Network-attached storage (NAS) devices store data for network use. They connect directly to the network.

    Incorrect answers: Network Address Translation (NAT) is used on routers to take a group of computers on a private LAN and connect them to the Internet by using a single public IP. NAC stands for network access control—a group of technologies designed to allow or deny access by authenticating users. IaaS stands for infrastructure as a service, a cloud-based technology by which organizations can offload their network infrastructure to a third-party. Threw in a tougher one there—have to keep you on your toes!

47. Answer: C

  • Explanation: Use an RJ45 crimper tool to permanently attach RJ45 plugs to the end of a cable.

    Incorrect answers: You use a tone generator and probe kit to locate individual phone lines, but you can also use it with network lines. The better tool, however, for testing and locating is a continuity cable tester. A multimeter is great for testing AC outlets and for testing wires inside a computer, but it is not often used in networking applications.

48. Answer: D

  • Explanation: The Remote Desktop Protocol (RDP) uses port 3389 by default. This protocol allows one computer to take control of another remote system.

    Incorrect answers: Port 80 is used by HTTP. Port 110 is used by POP3. Port 443 is used by HTTP Secure (or HTTPS), a protocol used during secure web sessions.

49. Answer: A

  • Explanation: The Fn (Function) key is used for a variety of things, including toggling between the built-in LCD screen and an external monitor/TV. The Fn key could be a different color (for example, blue) and offers a sort of “second” usage for keys on the laptop.

    Incorrect answers: Ctrl may also have secondary functions but is otherwise used the same as on a PC’s keyboard. Alt and Shift work in the same manner as they do on a PC.

50. Answer: C

  • Explanation: A failure that occurs due to the internal feed mechanism stopping is known as a paper jam. For example, an HP LaserJet might show error code 13.1 on the display, which means a paper jam at the paper feed area. You should verify that the paper trays are loaded and adjusted properly.

    Incorrect answers: A No Connectivity message means that the printer is not currently connected to the network. A corrupt driver loaded on a workstation would cause any print job from that computer either to fail or to print nonsense. A Power Cycle message means that the self-diagnostic program has encountered a problem and is telling you to shut down the printer and turn it back on. Doing so resets the printer, which can fix many of the issues that can occur.

51. Answer: C

  • Explanation: Sometimes, the volume key(s) on laptops can be a little difficult to locate and may be muted or set to the lowest position (which might still make a slight audible noise). The volume is usually controlled by pressing the Fn key and the Volume Up or Volume Down key (or mute) simultaneously.

    Incorrect answers: Installing a new sound driver isn’t necessary yet. Always check the physical volume first, and then check if the volume is low or the sound is muted in Windows. Tapping the speakers is an interesting idea, but it has no place in this discussion. If a speaker is loose, it often makes scratchy noises; however, speakers rarely become loose on today’s laptops. Reinstalling Windows is the last thing you want to do. Check the simple solutions when troubleshooting problems such as no audio or video.

52. Answer: C

  • Explanation: If the motherboard was just replaced and the system overheats when booted, there’s a good chance that thermal paste was not applied to the CPU. When you install a new motherboard, the CPU must be removed from the old board and installed to the new one, or a new CPU needs to be installed. Either way, the heat sink must come off. Whenever a heat sink is connected (or reconnected) to a CPU, thermal compound (also known as thermal paste) should be applied; otherwise, overheating can easily occur.

    Incorrect answers: The GPU is the video card’s processor; it is not possible for this to be incompatible with the CPU. It is possible for the video card to be incompatible with the expansion bus slots on the new motherboard, though. Even if the new motherboard’s firmware has not been updated, the system should not overheat. If the case fan fails, the computer should not overheat. The CPU will still have its own fan, and the power supply will still exhaust hot air.

53. Answer: A

  • Explanation: Laptops have airflow underneath them; if the unit is not on a flat surface, that airflow will be reduced or stopped altogether, leading to component damage.

    Incorrect answers: The freezer is not a good idea because condensation could build up inside the unit. A fan won’t do much good unless the laptop is on a flat surface, and although it is plausible to keep the laptop turned off, doing so negates the reason for using the laptop.

54. Answers: A and B

  • Explanation: Make sure to purchase an AC adapter that is a true replacement. You can find one on the laptop manufacturer’s website. When you enter your model number, the website will tell you everything you need to know about current, voltage, and connector type (these details are also listed on the brick portion of the power adapter).

    Incorrect answers: The battery and AC adapter do need to work in conjunction with each other; because of this, they both need to be compatible with the laptop. The AC adapter does several things, including reducing voltage and converting from AC to DC, but it does not invert the signal. However, there is an inverter in the laptop; it powers the display. This question does not refer to that, but if you are ever troubleshooting a display, the inverter type is very important.

55. Answer: B

  • Explanation: The Screen key (also known as the display toggle) is one of the keys available when you use the Function (Fn) key. It enables you to switch between the laptop display and an external display (or if you want to use both).

    Incorrect answers: If the display toggle doesn’t work, try another external monitor. No other key combinations perform this task.

56. Answer: B

  • Explanation: Laser printers use toner cartridges.

    Incorrect answers: Inkjet printers use ink cartridges. Impact printers (for example, dot-matrix printers) use a ribbon. Thermal printers use specially coated paper that is heated.

57. Answer: C

  • Explanation: Laser printers use large amounts of electricity, which in turn could quickly drain the battery of the UPS. They should be plugged in to their own individual power strips.

    Incorrect answers: PCs, monitors, and speakers can be connected to a UPS. In fact, if you want to have continued use (and protection) during a power outage, they should be!

58. Answer: B

  • Explanation: Print a test page after installation. If the test page prints properly, printing a page in Word should be unnecessary.

    Incorrect answers: Restarting the spooler is not necessary if the printer has just been installed. The spooler should already be running. If the spooler has failed, that would be a separate troubleshooting scenario. Separator pages are not necessary; they are optional and can be configured in the Printer Properties window.

59. Answer: A

  • Explanation: When you are printing “duplex,” you are printing on both sides of the paper (if the printer has that capability). Some laser printers can do this, but printing this way creates a longer total paper path, which leads to more frequent paper jams.

    Incorrect answers: Collation means that documents are printed in a standard order, usually numerically. Full-duplex in networking means that information can be sent and received simultaneously. A printer can have a full-duplex connection to the network, but this question refers to printing in duplex. Printing to file is a process that Windows can perform. Instead of selecting a physical printer when printing a document, Windows prints to a special file and saves that file to a location of your choice with a .prn extension.

60. Answer: B

  • Explanation: Regular paper can be used on all the listed printers except for thermal printers, which use specially coated paper that is heated to create the image.

    Incorrect answers: A dot-matrix printer might use tractor-feed paper, but that is standard for many impact printers; it is also still considered regular paper. A laser printer or dot-matrix printer might use two-part paper, but two-part paper isn’t necessary for laser printers or dot-matrix printers to operate; thermal printers won’t work unless you use specially coated paper. Inkjet printers normally use standard copy paper for printing. Finally, 3D printers use a plastic filament, not paper.

61. Answer: A

  • Explanation: Of the listed answers, use channel 6 for 802.11 wireless networks. That would imply a 2.4 GHz connection using either 802.11n, g, or b. The 2.4 GHz frequency range in the United States allows for channels 1 through 11.

    Incorrect answers: Of these answers, 21 is outside the allowable 2.4 GHz range for any country. On a separate note, it is a port number used with FTP. Here, 802 has no meaning other than it is the name of the IEEE protocol suite that includes wireless protocols such as 802.11ac. Also, it is far beyond the range of 5 GHz wireless networks, which range between 36 and 165. 8080 is a less commonly used HTTP port.

62. Answer: D

  • Explanation: Heat is the number-one enemy to a thermal printer. Keeping a thermal printer or the thermal paper in a location where the temperature is too high could cause failure of the printer and damage to the paper.

    Incorrect answers: Excessive moisture can cause rubber rollers and separation pads to fail over time, especially in laser printers. Electrostatic discharge (ESD) is always a foe, but only if you are working inside the printer. Dirt can clog up the works over time in any device. But by far, heat is what you have to watch for with thermal printers.

63. Answer: E

  • Explanation: In the laser printing process, also known as the imaging process, the cleaning stage happens last.

    Incorrect answers: The printing process includes the following steps in order: processing, charging, exposing, developing, transferring, fusing, and cleaning.

64. Answer: C

  • Explanation: Impact is a type of impact printer. It uses a printhead to physically impact the ribbon and transfer ink to the paper.

    Incorrect answers: Laser printers apply toner to paper through varying voltages. Inkjet printers spray ink from a cartridge onto the paper. Thermal paper is specially coated and forms text when it is heated properly.

65. Answer: C

  • Explanation: After you install the driver for the printer locally, you can then take control of it by going to the properties of the printer and accessing the Ports tab. Then click the Add Port button and select the Standard TCP/IP Port option. You have to know the IP address of the printer or the computer that the printer is connected to.

    Incorrect answers: The Sharing tab enables you to share the printer so that remote users can use it; however, the remote user would then somehow have to connect to the printer. The spool settings can be set so that the computer spools documents before sending pages to the printer, which helps with less powerful printers and printer congestion. Some printers can be accessed via FTP, but usually they are controlled and accessed in another way. Either way, making a connection to the printer is not taking control of the printer.

66. Answer: B

  • Explanation: After you install a printer, it is important to calibrate it for color and orientation, especially if you are installing a color laser printer or an inkjet printer. These calibration tools are usually built in to the printer’s software and can be accessed from Windows, or you can access them from the printer’s display.

    Incorrect answers: If a toner cartridge needs to be cleaned, it probably has a leak and should be replaced. The fusing assembly needs to be changed only when it fails. Many printers will indicate when the fuser is at 20 percent life and needs to be replaced soon. If the fuser fails, the toner will fail to stick to the paper. The primary corona wire can be cleaned; it is near the drum. Cleaning it can help with other types of print quality problems, such as lines and smearing, though on many printers this is not necessary.

67. Answers: A and C

  • Explanation: Most laptops have a special function key (for example, F12) that allows you to enable or disable the Wi-Fi connection just by pressing it. Also, a wireless network can be “forgotten” in the operating system. If this happens, the laptop has to be reconnected to the wireless network.

    Incorrect answers: After you are connected to a network, you can typically use whatever web browser you want, as long as the browser is compatible with the operating system in question. Client computers (such as laptops) normally obtain their IP addresses automatically from a DHCP server, so this is not a likely problem.

68. Answer: D

  • Explanation: The most likely answer in this scenario is that the network cable is disconnected. If the desktop computer is using a wired connection, it is most likely a twisted-pair Ethernet connection. When this cable is connected to the computer on one end and to a switch or other central connecting device on the other end, it initiates a network connection over the physical link. This link then causes the network adapter’s link light to light up. The link light is directly next to the RJ45 port of the network adapter. The corresponding port on the switch (or other similar device) is also lit. If the cable is disconnected, the link light becomes unlit, though there are other possibilities for this link light to be dark—for example, if the computer is off or if the switch port is disabled.

    Incorrect answers: The Wi-Fi connection might have its own link light (for example, on the front of a laptop), but this is separate from the wired connection link light. Although it is unlikely, a malfunctioning USB controller or port could possibly be the cause of the unlit link light, but only if the computer is using a USB-based network adapter. Normally, the network adapter (and corresponding RJ45 port) on a PC is either integrated into the motherboard or is installed as a PCIe x1 adapter card. If the system doesn’t POST properly, it usually means a problem with the RAM, video, or other primary component of the system. Generally, a network adapter will not cause a failure during POST.

69. Answer: C

  • Explanation: If the computer fails to obtain an IP address from a DHCP server, Windows will take over and apply an Automatic Private IP Address (APIPA). This address will be on the network.

    Incorrect answers: All of the other addresses could possibly be obtained from a DHCP server.,, and are all private IP addresses that could typically be obtained through DHCP.

70. Answer: A

  • Explanation: Case fans are measured in mm (millimeters); 80 mm and especially 120 mm are very common. They are used to exhaust heat out of the case. These fans aid in keeping the CPU and other devices cool. The 120 mm is quite common in desktop and tower PCs, and the 80 mm is more common in smaller systems and 1U and 2U rackmount servers.

    Incorrect answers: CPUs commonly use a heat sink/fan combination. However, the two are often connected. Memory modules don’t use fans, but they can be equipped (or purchased) with heat sinks of their own.

71. Answer: A

  • Explanation: If you see an exclamation point in the Device Manager, this indicates that the device does not have a proper driver.

    Incorrect answers: If the device is disabled, it will have a down arrow. If a driver was not digitally signed, the device might show up in the Unknown Devices category until it is installed properly. If a device has a working driver, upgrading it will be up to you, but you won’t necessarily be notified that the driver needs to be upgraded. This question may seem more like a 220-1002 question, but you have to be prepared for some overlap. Remember, some of the concepts of the 220-1001 and the 220-1002 are heavily intertwined!

72. Answer: C

  • Explanation: As the power-on self-test (POST) checks all the components of the computer, it may present its findings on the screen or in the form of beep codes.

    Incorrect answers: The complementary metal-oxide semiconductor (CMOS) stores information such as time and date and UEFI/BIOS passwords. RTC stands for real-time clock; it is the device that keeps time on the motherboard. Windows generates all kinds of error codes but not beep codes. The beep codes come from the POST, which happens before Windows boots.

73. Answer: C

  • Explanation: The RJ45 jack enables a connection to a twisted-pair (most likely Ethernet) network. Printers with a built-in RJ45 connector are network-ready; so are printers that are Wi-Fi enabled.

    Incorrect answers: RJ11 ports are used by modems and dial-up Internet connections. If a printer has this port, it is a multifunction printer acting as a fax machine. USB is the standard port for a printer. This port allows it to connect to a PC or to a print server. SCSI connectors are not often found on today’s printers; regardless, they indicate a local connection, not a network connection.

74. Answer: A

  • Explanation: The fuser heats paper to around 400° Fahrenheit (204° Celsius). That’s like an oven. If you need to replace the fuser, let the printer sit for 10 or 15 minutes after shutting it down and before maintenance.

    Incorrect answers: The fuser is not wet or fragile, and it does not contain toner; that is contained by the cartridge.

75. Answer: A

  • Explanation: The Musical Instrument Digital Interface (MIDI) connector is used for musical equipment such as keyboards, synthesizers, and sequencers. MIDI is used to create a clocking signal that all devices can synchronize to.

    Incorrect answers: The other three connectors, HDMI, DVI, and DisplayPort, are all video connectors.

76. Answer: B

  • Explanation: The Torx screwdriver (also known as a Torx wrench) is a special tool used to remove screws from the outside of a case; often, proprietary computer manufacturers use these screws. This tool can also be used to remove screws (albeit smaller ones) from a laptop. The standard is the size T10 Torx screwdriver, but you might also use a T8 or even a T6 on laptops.

    Incorrect answers: A monkey wrench is an adjustable wrench with large jaws—something you should not typically need when working on computers! A spudger is used to separate plastic bezels and other similar plastics when working on mobile devices. Pliers have a variety of uses, but removing screws is not one of them. However, as a computer technician, you should have all these tools in your toolkit.

77. Answer: A

  • Explanation: Overclocking is the act of increasing your CPU’s operating speed beyond its normal rated speed.

    Incorrect answers: The rest of the terms are not used in relation to this concept.

78. Answer: C

  • Explanation: The Service Set Identifier (SSID) is the most important piece of information required to connect to a wireless network; it is the name of the wireless network.

    Incorrect answers: The wireless channel number isn’t necessarily needed; the wireless access point (WAP) might autonegotiate the channel. Also, MAC address filtering is not enabled by default, so the MAC address might not be needed. (In fact, the admin would enter this at the wireless access point, not from the client computer.) You need the administrator password only if you want to make configuration changes to the wireless access point. For example, if you want to implement MAC filtering, you would have to log in to the WAP with an admin password to configure it.

79. Answer: D

  • Explanation: I/O bandwidth is the most critical of the listed resources in the question. When you are considering file storage and file synchronization, you need to know the maximum input/output operations per second (IOPS) that the cloud provider can deliver. (Get actual reports of previous customers as proof!) IOPS gives you a concrete measurement of data that you can use for analysis.

    Incorrect answers: Disk speed is not enough for the planning of file storage. Plus, it might not even be a factor if the cloud provider is using SSDs. RAM and CPU utilization percentages are important, but they become more vital if you will be working with virtual machines. It’s also important to monitor them regularly.

80. Answer: B

  • Explanation: The power management settings on the laptop can cause the display to automatically dim when the AC adapter is unplugged. In fact, this is the default on many laptops to conserve battery power. These settings can be configured within Power Options in Windows.

    Incorrect answers: You can certainly set the display to full brightness when on battery power; doing so just isn’t recommended. Laptops can operate properly when connected to the AC power adapter or when using the battery only. The display brightness of a laptop isn’t affected by any security settings.

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