A technician is tasked with repairing a Windows 7 system including the removal of recently
installed files and software. Which of the following system restoration methods would be the
LEAST destructive way to achieve this?

A user, Ann, reports that her computer is able to connect to devices on her local network but not
on the remote office network. Ann’s computer shows the following ipconfig information:
IP address: 192.168.10.45
Subnetmask: 255.255.255.0
Gateway: 192.168.11.1
DNS server 1: 192.168.10.2
DNS server 2: 8.8.8.8
Which of the following is the cause of the problem?

Ann reports that printouts from the department laser printer have become faded. She has already
replaced the toner cartridge. Which of the following is the MOST likely component causing the
faded printing?

A user, Ann, reports that her laptop will no longer connect to wireless. Joe, a technician, checks
the device manager and does not see a wireless networking card or any unknown devices. Which
of the following should Joe do FIRST?

A user, Joe, has just finished upgrading his computer with a wireless keyboard/mouse
combination, additional memory, installed new speakers, and replaced his 15 inch flat screen with
a 24 inch flat screen. When he boots the computer it immediately starts making a loud beeping
noise and will go no further in the boot process. Which of Joe’s system upgrades is the cause of
the problem?

A PC uses RAID 1. Ann, a technician, has read in the event log that the drive “SATA 1” is no
longer in sync with drive “SATA 0”. Which of the following steps should she try FIRST to repair this
PC to optimal running conditions?

A user, Ann, receives a call from Joe who states that he is brand new in the help desk. Joe states
that he needs to update Ann’s email client to prevent corruption. At Joe’s request, Ann discloses
her user name and password. She later discovers that Joe is not a member of the help desk.
Which of the following has occurred?

Ann recently upgraded a computer from Windows XP to Windows 7, but one of her applications
does not work now. Which of the following should be done FIRST?

Ann, a home user, brings a Windows XP PC in for repair and reports that several disk read errors
are occurring. She has run check disk and errors have been reported several times. Which of the
following should a technician recommend? (Select TWO).

Ann, a user, has brought her laptop in for service. She reports that her battery is at 100%, but
whenever it is unplugged it immediately shuts down. Which of the following should the technician
do?