ICT IT Support and Troubleshooting 2 — Questions and Answers
Question 1: A user reports their computer randomly restarts without warning. Which tool should you use first to investigate the cause?
- Device Manager
- Event Viewer (Correct answer)
- Task Manager
- Disk Cleanup
Correct answer: Event Viewer
Event Viewer logs system errors and warnings, including the stop codes or application faults that trigger unexpected restarts.
Question 2: A technician suspects a failing hard drive. Which command-line tool can check disk integrity on Windows?
- sfc /scannow
- chkdsk /f /r (Correct answer)
- diskpart
- ipconfig /release
Correct answer: chkdsk /f /r
chkdsk /f /r scans the disk for bad sectors and attempts to recover readable data.
Question 3: A user cannot print to a network printer. The printer shows online status in the queue. What is the BEST next step?
- Replace the printer cartridge
- Clear the print spooler and restart it (Correct answer)
- Reinstall Windows
- Disable the firewall permanently
Correct answer: Clear the print spooler and restart it
A stuck print spooler is a common cause of print jobs queuing but not printing; restarting the spooler service clears corrupted jobs.
Question 4: A laptop display shows vertical colored lines after a drop. What is the MOST likely cause?
- Outdated graphics driver
- Corrupted OS installation
- Damaged LCD panel or GPU (Correct answer)
- Incorrect screen resolution setting
Correct answer: Damaged LCD panel or GPU
Physical damage from dropping typically causes LCD panel damage or GPU solder joint failure, producing persistent vertical lines.
Question 5: Which Windows utility allows you to roll back the system to a previous working state without affecting personal files?
- Disk Cleanup
- System Restore (Correct answer)
- Reset This PC
- DISM /RestoreHealth
Correct answer: System Restore
System Restore reverts system files and registry settings to a restore point while preserving user documents.
Question 6: A technician is troubleshooting a PC that powers on but shows no display. After reseating the RAM, the issue persists. What is the NEXT step?
- Replace the motherboard immediately
- Test with a known-good monitor and cable (Correct answer)
- Reinstall the operating system
- Update BIOS firmware
Correct answer: Test with a known-good monitor and cable
Verifying the monitor and cable eliminates the display output path as the cause before assuming internal component failure.
Question 7: A user's web browser works but they cannot send or receive email. Which port should you verify is not blocked by the firewall?
- Port 80
- Port 443
- Port 25 or 587 (Correct answer)
- Port 3389
Correct answer: Port 25 or 587
SMTP uses port 25 (server-to-server) and port 587 (client submission); blocking these prevents email sending and receiving.
ICT IT Support and Troubleshooting 2
A user reports their computer randomly restarts without warning.
Which tool should you use first to investigate the cause?