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QUESTION 31
Which of the following would be the most appropriate question to ask FIRST, when gathering information from customers about a problem with their Apple product?
A. What is the issue?
B. What operating system are you using?
C. Did you turn off the computer improperly?
D. What steps have you taken to resolve the problem yourself?
Correct Answer: A
QUESTION 32
A customer states that he cannot open a Keynote file. What is the most effective question to ask him FIRST?
A. Can you open any files?
B. Can you open other Keynote files?
C. Is your Mac connected to a network?
D. What version of Keynote are you using?
Correct Answer: B
QUESTION 33
A customer claims that her Mac cannot connect to her AirPort Express network at home. Which of the following would be the BEST question to ask her FIRST?
A. Can any other computer successfully join her network?
B. Does your ISP support wireless access to the Internet?
C. What type of wireless card is installed in your Mac?
D. Have you upgraded to Mac OS X v10.5.8?
Correct Answer: A
QUESTION 34
When practicing component isolation, which ONE of the following components would NOT be a part of a minimal system configuration for a MacBook 13-inch (Mid 2010)?
A. RAM
B. Logic board
C. Optical drive
D. Power adapter
Correct Answer: C
QUESTION 35
Which THREE of the following are clues that may indicate a ‘no power’ condition? SELECT THREE
A. You do not hear a startup chime.
B. You cannot connect to the Internet.
C. You do not hear any fan or drive noise.
D. The cursor is frozen and the system is unresponsive.
E. The power button or power indicator does not light up at all.
Correct Answer: ACE
QUESTION 36
Which TWO of the following are clues that may indicate a ‘no video’ condition? SELECT TWO
A. You do not hear a startup chime.
B. You may hear fan or drive noise.
C. You cannot connect to the Internet.
D. The power button or power indicator lights up.
E. The cursor is frozen and the system is unresponsive.
Correct Answer: BD
QUESTION 37
Which of the following is ALMOST CERTAINLY a software-related problem?
A. No video on display
B. Single beep at startup
C. No Internet connectivity
D. iPhoto quits when launched
Correct Answer: D
QUESTION 38
To isolate a video problem as hardware or software on a Mac, which of the following steps should you try FIRST?
A. Replace the built-in display.
B. Reinstall the appropriate Mac OS.
C. Verify the hard disk with Disk First Aid.
D. Start up from a known-good startup volume.
Correct Answer: D
QUESTION 39
Verifying that a computer functions properly after you repair it ensures that _____. SELECT THREE
A. third-party software is working
B. the original issue has been resolved
C. the computer falls under service warranty
D. the computer will continue to function after the repair
E. no new problems have been introduced during the repair
Correct Answer: BDE
QUESTION 40
ESD causes damage to circuits by ________.
A. slowing the circuit down
B. blasting a hole in the circuit
C. cooling the circuit too quickly
D. increasing the circuit’s clock speed
Correct Answer: B
QUESTION 41
You are preparing to service a MacBook. To reduce the risk of damage from ESD, you clear the area of plastic, vinyl, or foamed polystyrene, and have static-shielding storage bags available for ESD-sensitive components. While you are working you should also remember to ________________ and _______________. SELECT TWO
A. ground yourself and the equipment you are working on
B. always place ESD-sensitive components on metal surfaces
C. discharge the display to protect the other ESD-sensitive components
D. handle any ESD-sensitive components by the connectors, rather than by the edges
E. ask other technicians to avoid touching you when you are working on ESD-sensitive components
Correct Answer: AE QUESTION 42
Before you leave your bench to take a logic board to a storage place, you should put the board _____.
A. on top of an ESD shielding bag
B. inside an ESD shielding bag
C. inside a cardboard box
D. on a metal table
Correct Answer: B
QUESTION 43
You want to follow ESD prevention rules, but your work area is too small for you to be tethered with a wired wrist strap. What is one acceptable alternative solution to this issue?
A. Use a wireless wrist strap.
B. Use a grounded ESD heel strap.
C. Do not practice ESD prevention.
D. Work on the floor instead of a table.
Correct Answer: B
QUESTION 44
A computer service technician says “I don’t use ESD precautions and have never had a problem.” What (if anything) is wrong with this statement?
A. Nothing is wrong with this statement.
B. ESD damage may not appear immediately.
C. ESD happens only to inexperienced technicians.
D. ESD damage is really not as bad as everyone thinks.
Correct Answer: B
QUESTION 45
Which THREE of the following items are appropriate to use for ESD prevention? SELECT THREE
A. Metal work surface
B. CRT discharge tool
C. Grounded work mat
D. Wrist strap and cord
E. Wireless wrist strap
F. Static-shielding bags
Correct Answer: CDF
QUESTION 46
You should periodically _____ your ESD mats.
A. clean
B. replace
C. turn over
D. disconnect
Correct Answer: A
QUESTION 47
Which of the following is NOT a good step to take when working onsite on a computer?
A. Place parts on the floor.
B. Use a grounded ESD mat.
C. Wear a grounded ESD wrist strap.
D. Check the polarity of the grounded power outlet.
Correct Answer: A
QUESTION 48
When you work at a customer site, you do not need to take any precautions to avoid ESD damage.
A. True
B. False
Correct Answer: B
QUESTION 49
You are replacing a logic board in a Mac Pro. You should handle the board by its _____.
A. edges
B. heat sinks
C. connectors
D. components
Correct Answer: A
QUESTION 50
Which part or parts of a CRT display should NOT be touched until after the display is disconnected from its power source and the CRT is properly discharged? SELECT ALL THAT APPLY
A. Yoke assembly
B. Anode aperture
C. High voltage cable
D. Front of CRT display
E. Flyback transformer
F. Outer plastic housing
Correct Answer: ABCE
QUESTION 51
Which THREE of the following are valid CRT safety rules? SELECT THREE
A. Touch the computer’s metal chassis.
B. Wear a grounded ESD wrist strap.
C. Connect the AC power cord.
D. Remove any metal jewelry.
E. Wear safety goggles.
F. Don’t work alone.
Correct Answer: DEF
QUESTION 52
Why do you need to take precautions when disposing of CRT displays? SELECT TWO
A. CRT displays may leak cooling fluid.
B. CRT displays may present a fire hazard.
C. CRT displays may implode if mishandled.
D. CRT displays may present a radiation hazard.
E. CRT displays may contain hazardous materials.
Correct Answer: CE
QUESTION 53
Which of the following is a valid precaution you should take when you begin working inside a MacBook Pro (13-inch, Mid 2010)?
A. Reset the SMC.
B. Remove the hard drive.
C. Disconnect the optical drive.
D. Disconnect the main battery.
Correct Answer: D
QUESTION 54
Which safety issue applies to newer Apple portable models?
A. Fragile bottom case
B. High voltage display
C. Heavy internal frame
D. Soft battery enclosure
E. Sharp logic board edges
Correct Answer: D
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