CompTIA Operational Procedure — Questions and Answers

Question 1: What is the correct order of steps when troubleshooting a PC problem, according to CompTIA A+ best practices?

Identify → Theory → Test → Plan → Implement → Verify/Document (Correct answer)
Fix → Test → Document → Report
Document → Fix → Test → Verify
Test → Identify → Implement → Document

Correct answer: Identify → Theory → Test → Plan → Implement → Verify/Document

CompTIA's 6-step troubleshooting methodology is: 1) Identify the problem, 2) Establish a theory of probable cause, 3) Test the theory, 4) Establish a plan of action, 5) Implement the solution, 6) Verify functionality and document. This systematic approach prevents skipping to solutions before understanding the problem.

Question 2: Before working inside a computer, a technician should FIRST:

Disconnect power and use an anti-static wrist strap to prevent ESD damage (Correct answer)
Update all drivers and firmware
Back up all data on the hard drive
Run a full virus scan on the system

Correct answer: Disconnect power and use an anti-static wrist strap to prevent ESD damage

Electrostatic discharge (ESD) can permanently damage computer components with as little as 10 volts — far below what humans can feel. Before touching internal components, always disconnect the power cable and use an anti-static wrist strap or touch a grounded metal surface to discharge static buildup.

Question 3: Which type of backup copies only the files that have changed since the last FULL backup and clears the archive bit?

Differential backup (Correct answer)
Incremental backup
Full backup
Synthetic backup

Correct answer: Differential backup

Differential backups copy all files changed since the last full backup and clear the archive bit. This means each successive differential backup grows larger as it includes all changes since the last full. Incremental backups copy changes since the last backup of any type, keeping differentials smaller but requiring more tapes to restore.

Question 4: A user reports that their computer displays a 'No Boot Device Found' error. What should the technician check FIRST?

BIOS/UEFI boot order settings (Correct answer)
Monitor cable connection
RAM seating
CPU thermal paste

Correct answer: BIOS/UEFI boot order settings

The most common cause of 'No Boot Device Found' is an incorrect boot order in BIOS/UEFI, where the system is trying to boot from a device (like a USB drive or optical disc) that doesn't contain an OS. Check BIOS boot order first before suspecting hard drive failure.

Question 5: What does MSDS/SDS documentation provide, and why is it important in IT?

Safety information about hazardous materials for proper handling and disposal (Correct answer)
Technical specifications for computer hardware components
Software licensing and compliance documentation
Network topology and infrastructure diagrams

Correct answer: Safety information about hazardous materials for proper handling and disposal

Material Safety Data Sheets (MSDS) / Safety Data Sheets (SDS) provide information about hazardous materials including proper handling, storage, disposal, and emergency procedures. In IT, this is relevant for toner cartridges, batteries, cleaning solvents, and CRT monitor components, which require proper disposal procedures.

Question 6: Which Windows tool allows a technician to view and manage all running processes and system resource usage?

Task Manager (taskmgr.exe) (Correct answer)
Device Manager (devmgmt.msc)
Registry Editor (regedit.exe)
System Configuration (msconfig.exe)

Correct answer: Task Manager (taskmgr.exe)

Task Manager (taskmgr.exe) allows viewing and managing running processes, CPU/memory/disk/network usage, startup programs, and services. It can be opened with Ctrl+Shift+Esc, Ctrl+Alt+Delete, or by right-clicking the taskbar. For more detail, Resource Monitor (resmon.exe) provides deeper analysis.

Question 7: If an engineer is looking for a Python script in a computer's documents folder, what file extension should he or she look for?

.bat
.sh
.py (Correct answer)
.js

Correct answer: .py

Python scripts are universally identified by the `.py` file extension. This convention allows operating systems and development environments to recognize and execute the code using the appropriate Python interpreter. Other options like `.bat`, `.sh`, and `.js` are for Windows batch files, Unix shell scripts, and JavaScript files, respectively.

Question 8: The following is a description of a device used to safeguard electrical devices from large voltage fluctuations:

Voltage regulator module (VRM)
Power Supply Unit (PSU)
Surge suppressor (Correct answer)
Uninterruptible Power Supply (UPS)

Correct answer: Surge suppressor

A surge suppressor (or surge protector) is specifically designed to protect electronic devices from voltage spikes or surges by diverting excess voltage away from the connected equipment. While a UPS provides battery backup and some surge protection, its primary role is power continuity. A PSU converts AC to DC power, and a VRM regulates voltage for specific components within a system.

Question 9: When Eddie overhears his IT manager arguing with a network administrator about how to properly dispose of computer equipment as he prepares to leave work for the day, what should you tell him? You explain how the administrator may easily refer to the safety data page (SDS) when the IT manager summons you to examine disposal instructions. The IT manager then inquires as to who is in charge of the SDS.

FBI
OSHA (Correct answer)
EPA
FCC

Correct answer: OSHA

The Occupational Safety and Health Administration (OSHA) mandates the use of Safety Data Sheets (SDS) in the workplace to communicate information about hazardous chemicals and materials, including proper handling and disposal. Employers are required to maintain SDS for all hazardous substances, ensuring employees have access to critical safety information. The EPA deals with environmental protection, and the FCC with communications.

Question 10: To clean the inside of a printer, which of the following tools would be used? (Choose all of the options that apply.)

Cleaning brush
Toner vacuum (Correct answer)
Regular vacuum
Can of compressed air (Correct answer)

Correct answer: Toner vacuum

A toner vacuum is specifically designed to safely collect toner particles without scattering them or damaging components, as regular vacuums can create static electricity and lack the necessary filtration. Compressed air is used to blow dust and debris out of hard-to-reach areas within the printer. A cleaning brush can help dislodge stubborn debris, but a regular vacuum is generally not recommended due to static discharge risk and fine particle dispersal.

Question 11: In the event that Ivan is cleaning out one of the old printers with a shop vacuum in the back room at work, what kind of vacuum should he use? You tell Ivan to stop using the shop vacuum as soon as you walk in, warning him that he could damage the printer components.

fireproof vacuum
Dell all-in-one vacuum
specialized anti-static vacuum (Correct answer)
laser vacuum

Correct answer: specialized anti-static vacuum

When cleaning electronic equipment like printers, especially those using toner, a specialized anti-static vacuum (often called a toner vacuum) is crucial. Regular shop vacuums can generate static electricity, which can damage sensitive electronic components. They also lack the fine filtration needed to contain toner particles, which can be harmful if inhaled.

Question 12: The elements of the first response in circumstances , where users are identified in violation of policies pertaining to forbidden content or conduct should include: (Choose all of the options that apply.)

Preservation of data and devices (Correct answer)
Reporting via the appropriate channels (Correct answer)
Identifying the issue (Correct answer)
Consultation with coworkers

Correct answer: Preservation of data and devices

In incident response for policy violations, the initial steps involve identifying the issue to understand the scope and nature of the violation. Crucially, data and devices must be preserved to maintain evidence for investigation and prevent further compromise. Finally, reporting the incident through established channels ensures proper escalation and adherence to organizational policies.

Question 13: The executives have been contemplating how to avoid a repetition of a recent power outage that knocked the company offline for 30 minutes. During the planning and design stages, they enlist your help as an IT expert. According to one CEO, how can you tell how much a surge suppressor can withstand? So, what are your options for responding to him?

dB rating
spike rating
capacitor A level
joule rating (Correct answer)

Correct answer: joule rating

The capacity of a surge suppressor to withstand and absorb a power surge is measured in joules. A higher joule rating indicates that the surge suppressor can absorb more energy from a voltage spike before it fails or allows the surge to reach connected devices. This rating is a key indicator of its protective capability.

Question 14: A chronological record outlining persons in possession of an evidence is referred to as ___________ in forensic processes.

Chain of custody (Correct answer)
Order of volatility
Access log
Proxy list

Correct answer: Chain of custody

In forensic processes, the 'chain of custody' is a chronological documentation of who has had possession of evidence, when, and for what purpose. This record is critical to ensure the integrity and admissibility of evidence in legal proceedings, proving that the evidence has not been tampered with or compromised.

Question 15: What is the first step in successful incident response after an event report has been filed?

Make sure you have the right documentation.
Take photos of the situation.
Create a chain of custody.
Confirm that a failure occurred. (Correct answer)

Correct answer: Confirm that a failure occurred.

After an event report is filed, the very first step in incident response is to confirm that a failure or incident actually occurred and is not a false alarm. This validation ensures that resources are not wasted on non-existent problems and that the incident response process is initiated only when necessary. Subsequent steps like documentation and chain of custody follow this confirmation.

Question 16: Which of the algorithms below is a symmetric-key algorithm?

DSA
PGP/GPG
DES (Correct answer)
RSA

Correct answer: DES

DES (Data Encryption Standard) is a classic example of a symmetric-key algorithm, meaning it uses the same key for both encryption and decryption. In contrast, RSA, DSA, and PGP/GPG (which uses a hybrid approach but relies on asymmetric keys for key exchange) are primarily associated with asymmetric (public-key) cryptography, where separate keys are used for encryption and decryption.

Question 17: Which of the following protocols was created as a secure alternative to Telnet?

FTP
CHAP
SSH (Correct answer)
SNMP

Correct answer: SSH

SSH (Secure Shell) was specifically developed as a secure replacement for Telnet. While Telnet transmits data, including login credentials, in plain text, SSH encrypts all communications between the client and server, protecting against eavesdropping and unauthorized access. FTP is for file transfer, CHAP for authentication, and SNMP for network management.

Question 18: An employee in the research department was surfing the web when the host was infected with Malware.<br/> Which log, as a technician, is most likely to reveal the source of the infection?

Web server logs
System Logs
DHCP logs
DNS Logs (Correct answer)

Correct answer: DNS Logs

When an employee gets malware from web surfing, DNS logs are most likely to reveal the source of the infection. These logs record all DNS queries made by the host, showing which domain names were resolved to IP addresses, which can pinpoint malicious websites or command-and-control servers accessed by the malware. Web server logs would show activity on a specific web server, not necessarily the client's browsing history.

Question 19: You work as an IT consultant for a company in a coastal area that is subject to storms and flooding on occasion. The continuation of business operations is important because of your company's location. Which of the following plans focuses on minimizing the impact of a disaster on workers, customers, and IT systems?

Fault tolerance
Risk management
Business continuity (Correct answer)
Disaster recovery

Correct answer: Business continuity

A Business Continuity Plan (BCP) focuses on maintaining essential business functions during and after a disaster, minimizing disruption to operations, employees, and customers. While disaster recovery (DR) specifically deals with restoring IT systems, business continuity encompasses the broader organizational response to ensure the company can continue to operate.

Question 20: Which of the following is a criterion for reliability?

RPO
MTTR
MTBF (Correct answer)
MTTF

Correct answer: MTBF

MTBF (Mean Time Between Failures) is a key metric for measuring the reliability of hardware components or systems. It represents the predicted elapsed time between inherent failures of a system during operation, indicating how long a device is expected to function correctly before experiencing a failure. RPO, MTTR, and MTTF are related but have different specific meanings.

Question 21: The file extensions listed below are organized into categories. Which category solely applies to mobile technology files?

gif, MAC, MDB, RTF, prc
apk, exe, iPA, prc, adb (Correct answer)
Aapt, exe, .DIF, docx. Bat
pdf, jad, bak, xls, dab

Correct answer: apk, exe, iPA, prc, adb

This option lists file extensions primarily associated with mobile application packages and development. `.apk` is for Android apps, `.iPA` for iOS apps, and `.prc` for Palm OS applications. While `.exe` is typically Windows, some mobile platforms (like Windows Mobile) used it, and `.adb` relates to Android Debug Bridge, making this the most mobile-centric list.

Question 22: Identify typical issues encountered by testers while performing mobile testing in Cloud Computing.

Automation is image-based and time-consuming; there are blackouts; and the pay is low
Expensive, time-zone differences, and a language barrier
Issues with internet access, lock-in, and the subscription model (Correct answer)
None of the above

Correct answer: Issues with internet access, lock-in, and the subscription model

When performing mobile testing in a cloud environment, common challenges include reliance on stable internet access, as connectivity issues can disrupt testing. 'Lock-in' refers to being tied to a specific cloud provider's ecosystem, making it difficult to switch. The subscription model, while offering flexibility, can also lead to unpredictable costs if not managed carefully.

Question 23: Many individuals currently receive a large number of photos and video files on their mobile devices. Where should they store/save the files, in your opinion?

Through their email systems
Virtual Desktops
Cloud File Storage services (Correct answer)
Storage of SSD and SATA disks on their premises

Correct answer: Cloud File Storage services

Cloud File Storage services (like Google Drive, Dropbox, iCloud, OneDrive) are the most practical and scalable solution for storing large numbers of photos and video files from mobile devices. They offer easy access from multiple devices, automatic backups, and often provide ample storage space, freeing up local device storage. Email systems and virtual desktops are not designed for mass media storage, and on-premises disks lack the accessibility and backup features of cloud solutions.

Question 24: Differentiate between a Simulator and an Emulator in terms of mobile network

An emulation is a system that behaves similar to something else
A simulation is a system that acts exactly like another system
A simulator is based of both hardware and software
An emulator is based on hardware and software (Correct answer)

Correct answer: An emulator is based on hardware and software

An emulator is a hardware or software system that duplicates the functionality of another system, allowing it to run software designed for the original system by mimicking its internal architecture. A simulator, on the other hand, only mimics the behavior of a system without replicating its internal hardware or software architecture, focusing on logical behavior rather than exact replication.

CompTIA Operational Procedure

What is the correct order of steps when troubleshooting a PC problem, according to CompTIA A+ best practices?

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