ICT IT Support and Troubleshooting 5

Question 1

A user reports that after a power outage, their PC will not POST. Which component should you check or replace FIRST?

Accepted Answer

CMOS battery and PSU

Answer

Power outages can damage the PSU or corrupt CMOS settings; a dead CMOS battery can also prevent POST after power loss.

Question 2

A help desk technician receives a ticket: 'Outlook keeps asking for my password.' What is the MOST common cause?

Accepted Answer

Cached credentials are outdated or the account password was recently changed

Answer

When a user's password changes, saved credentials in Windows Credential Manager become invalid, causing repeated password prompts in Outlook.

Question 3

Which of the following BEST describes the purpose of a POST test in computer troubleshooting?

Accepted Answer

It is a self-diagnostic test run by the BIOS/UEFI to verify hardware before OS load

Answer

POST (Power-On Self-Test) is executed by the BIOS/UEFI firmware to verify that essential hardware components are functioning before the OS loads.

Question 4

A user's keyboard types the wrong characters (e.g., pressing 'a' produces 'q'). What is the MOST likely cause?

Accepted Answer

Incorrect keyboard language/layout is selected

Answer

An incorrect keyboard layout setting (e.g., QWERTY vs AZERTY) causes keys to produce different characters than labeled.

Question 5

A technician uses the OSI model during troubleshooting. A user can ping an IP address but cannot browse websites by domain name. Which layer has the issue?

Accepted Answer

Layer 7 – Application (DNS resolution)

Answer

Being able to ping by IP but not resolve domain names points to a DNS failure at the Application layer (Layer 7) of the OSI model.

ICT - Information Communication Technology Practice Test

ICT - Information Communication Technology Practice Test

ICT IT Support and Troubleshooting 5