ICT IT Support and Troubleshooting 4 — Questions and Answers
Question 1: A user reports their laptop battery drains very quickly even after a full charge. What is the BEST diagnostic step?
- Replace the AC adapter
- Run a battery health report using powercfg /batteryreport (Correct answer)
- Reinstall Windows
- Disable Wi-Fi permanently
Correct answer: Run a battery health report using powercfg /batteryreport
powercfg /batteryreport generates a detailed HTML report showing battery capacity, charge cycles, and degradation over time.
Question 2: A workstation fails to obtain an IP address automatically and shows a 169.254.x.x address. What does this indicate?
- The DNS server is unreachable
- DHCP server is unreachable and APIPA has assigned a self-link address (Correct answer)
- The NIC is faulty
- The firewall is blocking traffic
Correct answer: DHCP server is unreachable and APIPA has assigned a self-link address
A 169.254.x.x address is an APIPA (Automatic Private IP Addressing) address assigned when a DHCP server cannot be reached.
Question 3: A user accidentally deleted an important file and emptied the Recycle Bin. What is the BEST recovery option?
- Use chkdsk to recover the file
- Restore from a backup or use a file recovery tool immediately (Correct answer)
- Run SFC /scannow
- Use System Restore
Correct answer: Restore from a backup or use a file recovery tool immediately
Restoring from backup is the safest option; if no backup exists, file recovery software can often recover data before it is overwritten.
Question 4: Which type of malware encrypts user files and demands payment for the decryption key?
- Spyware
- Adware
- Ransomware (Correct answer)
- Rootkit
Correct answer: Ransomware
Ransomware encrypts victim files and demands a ransom payment, typically in cryptocurrency, for the decryption key.
Question 5: A technician is setting up a new PC and wants to ensure Windows updates are current before delivering it. Which PowerShell command checks and installs Windows updates?
- Get-WindowsUpdate
- Install-Module PSWindowsUpdate then Install-WindowsUpdate (Correct answer)
- winrm quickconfig
- dism /online /cleanup-image
Correct answer: Install-Module PSWindowsUpdate then Install-WindowsUpdate
The PSWindowsUpdate module provides PowerShell cmdlets to check and install Windows updates from the command line.
Question 6: A user reports that their second monitor is not detected after connecting it via HDMI. What should the technician check FIRST?
- Reinstall the OS
- Check Display Settings to detect the monitor and verify cable connections (Correct answer)
- Replace the graphics card
- Update the BIOS
Correct answer: Check Display Settings to detect the monitor and verify cable connections
Using Display Settings > Detect allows Windows to scan for the new display, and verifying cable seating rules out simple connection issues first.
Question 7: What is the purpose of the Windows System File Checker (SFC) tool?
- To scan for malware and remove viruses
- To scan and repair corrupted or missing Windows system files (Correct answer)
- To check disk health and fix bad sectors
- To optimize startup programs
Correct answer: To scan and repair corrupted or missing Windows system files
SFC /scannow scans protected system files and replaces corrupted files with cached copies from the Windows component store.
ICT IT Support and Troubleshooting 4
A user reports their laptop battery drains very quickly even after a full charge.
What is the BEST diagnostic step?