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Q101. A user has downloaded and installed a browser add-on that causes the browser to hang. The PC has very slow system response when rebooted. Which of the following should a technician do to troubleshoot this problem? 

A. Run System Restore, update antivirus program, and run an antivirus scan. 

B. Remove all Internet temporary files, run an antivirus scan, and reboot using Last Known Good Configuration. 

C. Remove all temporary files, turn off System Restore, update and run an antivirus scan. 

D. Run an antivirus scan, Run Disk Cleanup, and reboot into Safe Mode. 


Q102. A user is configuring the email settings on a smartphone. Which of the following configurations will allow the user to synchronize email from multiple devices? 



C. POP3 



Q103. A technician has been tasked with limiting the users who can connect to a network printer located centrally within an office environment. Which of the following tools would be the BEST to utilize to achieve this goal? 






Q104. A user, Ann, reports that her computer is able to connect to devices on her local network but not on the remote office network. Ann’s computer shows the following ipconfig information: 

IP address: 



DNS server 1: 

DNS server 2: 

Which of the following is the cause of the problem? 

A. DNS server 2 is set incorrectly. 

B. DNS server 1 is set incorrectly. 

C. IP address is set incorrectly. 

D. Gateway is set incorrectly. 


Q105. A technician is tasked with setting up a user’s webmail on a tablet, phone, and laptop. The user would like the data synced to all three devices. Which of the following items can be synced to the devices via webmail? (Select THREE). 

A. Free/busy 

B. Programs 

C. Documents 

D. Calendar 

E. Favorites 

F. Social media 

G. Contacts 

Answer: A,D,G 

Q106. When moving files from a Microsoft gaming console, which of the following command line utilities is recommended to transfer files? 






Q107. A technician is tasked with analyzing computer settings managed by Microsoft Group Policy configuration. The technician wants to print a report to an HTML file for offline review. Which of the following Windows command line tools would allow the technician to accomplish this task? 

A. gpedit.msc 

B. gpupdate 

C. gpresult 

D. gpmc.msc 


Q108. A user has plugged in a mobile phone to a PC and received a message that the driver was not successfully installed. Which of the following system tools should be used to troubleshoot this error? 

A. Device Manager 

B. Component Services 

C. Windows Memory Diagnostics 

D. Data Sources 


Q109. A manager suspects a user has obtained movies protected by copyright using a torrent client. An incident response technician responds and verifies the user has indeed been violating company policy. Which of the following would be the next BEST step for this technician to perform? 

A. Secure the workstation in a limited access facility. 

B. Document the incident, purge all policy violating materials. 

C. Immediately delete all unauthorized materials. 

D. Reprimand the user and apply a content filter to their profile. 


Q110. A customer calls an IT consultant to explain an issue they are having with their Windows 7 Professional PC. Windows Update attempts to install patches upon each startup but fails on the same single update. The customer has attempted to re-run Windows Update from Control Panel but the issue remains. Which of the following courses of action would BEST resolve the problem? 

A. Running a full DEFRAG on the system 

B. Clearing the AppData temp folder entirely 

C. Clearing the Windows Update download cache entirely D. Uninstalling the Windows Update feature in Windows 7 and reinstalling it directly from the Microsoft website