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QUESTION 36
A Mac Pro sometimes becomes unresponsive and the cursor freezes on the display when running an application. You have verified the symptom, and have already attempted to force the application to quit, but the computer remains unresponsive. What should you try next?
A. Hold the eject button down for several seconds to reset the application.
B. Hold the mouse button down for several seconds to regain cursor control.
C. Press the power button for several seconds to try shutting the computer down.
D. Disconnect the power cord and the backup battery for several minutes to reset the SMC.
Correct Answer: C QUESTION 37
Which of the following is ALMOST CERTAINLY a hardware-related problem?
A. No video at startup
B. Error beep at startup
C. Distorted video at startup
D. Blinking question mark at startup
Correct Answer: B QUESTION 38
A Power Mac G5 fails to start up, and the status light on the front of the computer flashes three times. What does this indicate?
A. Thermal failure
B. No startup disk found
C. Firmware v3.0 upgrade required
D. No RAM banks passed memory testing
Correct Answer: D QUESTION 39
Why is a systematic troubleshooting approach useful?
A. It works when inspiration or experience fails.
B. It verifies all operating system components are functioning.
C. It gives you precise guidelines for what to charge for repairs.
D. It provides a telephone support system to help you resolve all issues.
Correct Answer: A QUESTION 40
A customer states that he cannot open an AppleWorks file. What is the most productive question to ask him FIRST?
A. Can you open any files?
B. Is your Mac connected to a network?
C. Can you open other AppleWorks files?
D. What version of AppleWorks are you using? Correct Answer: C
QUESTION 41
Which of the following is NOT one of the three things you should do throughout the troubleshooting process?
A. Keep notes.
B. Consult resources.
C. Measure all voltages.
D. Consider the human factor.
Correct Answer: C QUESTION 42
An eMac has no video, but powers on with a normal startup chime, and normal startup sounds from the hard drive. Which of the following steps should you try next?
A. Update the eMac’s firmware.
B. Replace the eMac logic board.
C. Replace the eMac Display/Analog Assembly.
D. Connect a known-good VGA display to the eMac.
Correct Answer: D QUESTION 43
What is the first step to take if you have an iMac G5 that constantly ejects any CD / DVD that is inserted?
A. Replace the logic board.
B. Replace the optical drive.
C. Replace the optical drive cable.
D. Disconnect all peripheral devices, especially the mouse.
Correct Answer: D QUESTION 44
To isolate a video problem as hardware or software on a Mac mini, 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 disc.
Correct Answer: D QUESTION 45
A customer claims that her iMac G5 (iSight) 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 iMac G5?
D. Have you upgraded to Mac OS X v10.4.8?
Correct Answer: A QUESTION 46
A customer claims that her Mac mini, with an AirPort Extreme card installed, cannot connect to her AirPort Express network at home. Her configuration includes an Apple Cinema Display resting on top of the Mac mini, and a functioning AirPort Express Base Station 20 feet away. Which of the following choices is the most likely cause of this problem?
A. The AirPort Express Base Station is too far away.
B. The Mac mini must be upgraded to Mac OS X v10.4.7 first.
C. AirPort reception is affected by the display on top of the Mac mini.
D. The AirPort Express Base Station is not compatible with the Mac mini.
Correct Answer: C
QUESTION 47
Which THREE of the following are symptoms of a ‘no power’ condition? SELECT THREE
A. You don’t hear a startup chime
B. You can’t connect to the Internet
C. You don’t hear any fan or drive noise
D. The cursor is frozen and the system is unresponsive.
E. The power button or power indicator doesn’t light up at all
Correct Answer: ACE
QUESTION 48
The two primary goals of troubleshooting are _____ and _____. SELECT TWO
A. repairing a product quickly
B. repairing a product cheaply
C. repairing a product properly
D. using as many parts as possible
E. running as many diagnostics as possible
Correct Answer: AC
QUESTION 49
A Power Mac G5 fails to power on when connected to a known-good power outlet with a known-good power cord. Which of the following steps should be tried FIRST?
A. Replace the processor (s)
B. Replace the power supply.
C. Reset the logic board PMU.
D. Run Apple Service Diagnostic.
Correct Answer: C
QUESTION 50
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 51
Which of the following is NOT one of the three qualities that define a quick fix?
A. has little or no cost
B. can be performed quickly
C. eliminates intermittent problems
D. involves little or no risk of harm to the system
Correct Answer: C
QUESTION 52
According to Apple’s troubleshooting process, systematic fault isolation is a search procedure that successively eliminates half the system as a possible trouble source.
A. True
B. False
Correct Answer: A
QUESTION 53
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. Is this the first time you have had this problem?
Correct Answer: A
QUESTION 54
Which of the following is NOT one of the steps of the Apple-recommended troubleshooting process?
A. Verify repair
B. Verify problem
C. Clean plastics
D. Try quick fixes
E. Run diagnostics
Correct Answer: C
QUESTION 55
A customer states that he cannot access the Internet after connecting his new Mac Pro to his cable modem via Ethernet. Which of the following is most likely the cause of this problem?
A. The cable modem needs to be restarted.
B. AppleTalk is not enabled on the computer’s Ethernet port.
C. The computer is not running the latest version of Mac OS X.
D. The cable modem’s Ethernet port is not compatible with the computer’s Ethernet port.
Correct Answer: A
QUESTION 56
A customer complains that she cannot access the Internet using Safari running on her Mac mini. The computer is connected to a cable modem with an Ethernet cable. Which of the following is a LINK in this scenario?
A. Safari
B. TCP/IP
C. Mac mini
D. Ethernet cable
Correct Answer: D QUESTION 57
To utilize Gigabit Ethernet, you must use an Ethernet cable with:
A. two wires (one pair) present.
B. four wires (two pairs) present.
C. six wires (three pairs) present.
D. eight wires (four pairs) present.
Correct Answer: D QUESTION 58
A customer complains that she cannot access the Internet using Safari running on her Mac mini. The computer is connected to a cable modem with an Ethernet cable. Which of the following is a PROTOCOL in this scenario?
A. AppleTalk
B. NetBIOS
C. TCP/IP
D. IPX
Correct Answer: C QUESTION 59
Examine the exhibit. Notice the lack of IP address information for built-in Ethernet. What is the most likely cause of this condition?
A. AppleTalk is active.
B. Incorrect DNS entry.
C. No active Ethernet link.
D. No DHCP server available.
Correct Answer: C
QUESTION 60
A customer states that he cannot transfer files over the Internet after connecting his new iMac (Early 2006) to his cable modem via Ethernet. According to the Apple General Troubleshooting Flowchart, which of the following is the most efficient area to pursue FIRST?
A. Mac OS X Software Update
B. Network system preferences
C. The Internet Connect application
D. Computer and cable modem compatibility
Correct Answer: B
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