ICT IT Support and Troubleshooting 3 — Questions and Answers
Question 1: A user's computer is unusually slow and CPU usage is at 100% with no obvious processes visible. What should you suspect?
- Insufficient RAM
- Malware infection (Correct answer)
- Corrupt display driver
- Faulty keyboard
Correct answer: Malware infection
Malware frequently runs hidden background processes that consume CPU resources without appearing prominently in Task Manager.
Question 2: After installing a new application, a user receives a 'missing DLL' error. What is the MOST appropriate fix?
- Reinstall Windows
- Install the required Visual C++ Redistributable or runtime package (Correct answer)
- Update the graphics driver
- Run chkdsk
Correct answer: Install the required Visual C++ Redistributable or runtime package
Missing DLL errors typically indicate an absent runtime library dependency that can be resolved by installing the correct redistributable package.
Question 3: A technician needs to remotely access a Windows computer to troubleshoot it. Which built-in Windows feature enables this?
- Windows Defender
- Remote Desktop Protocol (RDP) (Correct answer)
- BitLocker
- Windows Sandbox
Correct answer: Remote Desktop Protocol (RDP)
RDP (Remote Desktop Protocol) allows technicians to remotely control a Windows system over the network using port 3389.
Question 4: A user reports that their USB flash drive is not recognized by any PC. What is the FIRST step to diagnose?
- Format the drive immediately
- Test the drive on another known-working USB port (Correct answer)
- Replace the USB controller
- Run SFC on the host PC
Correct answer: Test the drive on another known-working USB port
Testing on a different port first rules out a faulty port before concluding the drive itself has failed.
Question 5: Which Windows command displays current TCP/IP network configuration including IP address, subnet mask, and default gateway?
- ping localhost
- tracert
- ipconfig /all (Correct answer)
- netstat -an
Correct answer: ipconfig /all
ipconfig /all displays full TCP/IP configuration details for all network adapters on the system.
Question 6: A user's PC gives a 'NTLDR is missing' error on boot. What does this indicate?
- The hard drive has bad sectors
- The boot sector or boot files are corrupted or missing (Correct answer)
- The RAM has failed
- The CMOS battery is dead
Correct answer: The boot sector or boot files are corrupted or missing
NTLDR is the Windows boot loader; its absence means boot files are missing or the boot sector is damaged, requiring repair via installation media.
Question 7: A technician needs to determine which process is using a specific network port on a Windows machine. Which command is MOST useful?
- ipconfig /all
- ping -t
- netstat -ano (Correct answer)
- tracert google.com
Correct answer: netstat -ano
netstat -ano lists active connections with the associated process ID (PID), allowing you to identify which process owns each port.
ICT IT Support and Troubleshooting 3
A user's computer is unusually slow and CPU usage is at 100% with no obvious processes visible.
What should you suspect?