HP2-H08

HP EXAM HP2-H08 Servicing HP Desktops, Workstations, and Notebooks

Total Questions:

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147

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Question: 1 What must you do to optimize the performance of a 64-bit processor? A. Install 64-bit compatible RAM. B. Enable bit control in the BIOS. C. Use a 64-bit operating system. D. Install faster system memory.

Answer: C Question: 2 A monitor is moved to a new computer. Upon power-up the screen message Theft Mode Enabled displays. How can you restore the monitor to normal operation? (Select two.) A. Obtain the master PIN from the system administrator. B. Disable the Theft Mode in HP Display Utility. C. Enter the PIN in HP Display Assistant Utility. D. Return the monitor to original computer and disable Theft Mode. E. Press and hold the reset button on the back of the monitor.

Answer: B, D Question: 3 What is the primary function of MXM graphics modules in portables? A. provides the ability to use scalable link interface (SLI) graphic processors B. allows the graphics processor to be easily upgraded C. provides high-definition hardware support D. allows an embedded video chipset installation

Answer: B

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Question: 4 What is the difference between a frontside bus (FSB) and Intel QuickPath? A. QuickPath connects the memory controller to the I/O controller; FSB connects the CPU to the chipset. B. QuickPath is a peripheral data bus; FSB is a CPU data bus. C. QuickPath is a graphics controller bus; FSB is a CPU data bus. D. QuickPath provides faster CPU data transfer speeds than the FSB.

Answer: A Question: 5 HOTSPOT Click the part of the graphic that identifies the Mobile PCI eXpress Module (MXM) card.

Answer:

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Question: 6 Which statement about SATA technology is correct? A. SAS hard drives can be connected to a SATA controller. B. SATA hard drives can be connected directly to a SCSI controller. C. SATA hard drives can be connected to a SAS controller. D. SATA hard drives can be installed in a daisy chain configuration.

Answer: C Question: 7 What is the difference between SATA and eSATA? A. SATA has more drive options. B. eSATA uses an external port. C. SATA has lower power consumption. D. eSATA uses a faster bus speed.

Answer: B Question: 8 Which function does the Wireless LAN 802.11 n standard provide? A. uses the same antenna to receive and transmit simultaneously B. operates in the 2.4GHz frequency range only C. uses two or more transmitter and receiver antennas D. provides more security features than 802.11

Answer: C

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4

Question: 9 What is a benefit of HP DieamColor technology? A. It automatically locates and hides defective pixels by changing their color. B. It allows the use of a digitizer for point-and-click display functionality. C. It produces consistent color across digital devices and applications. D. It adjusts the color of the display according to the external light sources.

Answer: C Question: 10 Which operating system is supported by HP on HP desktop PCs? A. Ubuntu Linux B. Windows Server 2008 C. Windows Vista D. Windows 2000

Answer: C Question: 11 What does HP QuickLook enable you to do? A. access your Outlook data even if your device is in hibernate mode or powered off B. access HP technical data or support information on the Internet C. view the contents of a system folder without opening that folder D. view the complete system information relating to your notebook

Answer: A

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Question: 12 A customer complains that the HP QuickLook 2 feature is not working on their notebook running Windows Vista. Which application must be installed to support this feature? A. HP Assistant B. Microsoft Aero C. HP Help and Support D. Microsoft Office

Answer: D Question: 13 Which HP product line is best suited for a customer who uses a manufacturing computer-aided design program? A. HP Tablet B. HP TouchSmart PC C. HP Mini Notebook D. HP Personal Workstation

Answer: C Question: 14 What is the main function of a DisplayPort to DVI Adapter? A. to convert the output of a graphics card from VGA to DVI B. to convert DisplayPort output to DVI for use with a Single Link DVI-D monitor C. to enable 3D graphics to be rendered more clearly on a CRT monitor D. to enable S-Video support in order to view HDTV content

Answer: D

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6

Question: 15 Which statement is true about HP thin clients? A. They run Linux operating systems only. B. They have no system BIOS. C. They use an embedded operating system. D. They have no network functionality.

Answer: C Question: 16 Which HP option contains an integrated hard drive? A. Mobile Expansion Unit (MEU) B. 3-in-1 NAS Port Replicator C. Simple Port Replicator D. Advanced Port Replicator

Answer: B Question: 17 Which HP product supports a RAID 5 configuration? A. notebook B. desktop workstation C. slimline desktop D. mobile workstation

Answer: B

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7

Question: 18 Which range of colors does the HP DreamColor display? A. more than 1 billion colors in a 30-bit. LED-backlit display B. more than 10 billion colors in a 30-bit. LED-backlit display C. up to 1 million colors in a 30-bit. LED-backlit display D. up to 10 million colors in a 30-bit. LED-backlit display

Answer: A Question: 19 The maximum amount of usable RAM in Microsoft Vista is limited by which factors? (Select two.) A. processor manufacturer B. SyStem chipset C. operating system D. memory drivers E. hard drive capacity

Answer: B, C Question: 20 HP Disk Sanitizei (Shredder) is part of which HP security suite? A. SecurityTools B. ProtectTools C. DefenclTools D. SafeGuarclTools

Answer: A

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8

Question: 21 You are trying to recover a password on an HP notebook PC with HP Startup Support Environment installed. Which key do you press to enter the HP SpareKey window? A. F1 B. F4 C. F7 D. F12

Answer: C Question: 22 What minimum configuration is required in order to access the embedded SATA RAID configuration tools? (Select two.) A. The minimum required memory must be installed. B. RAID/AHCI SATA emulation must be enabled. C. System firmware must be updated. D. A second SATA hard drive must be added. E. RAID must be enabled in the BIOS.

Answer: D, E Question: 23 A user reports that her desktop displays the incorrect time whenever she boots the machine. After you replace the CMOS battery, what else must you do? (Select two.) A. Reinstall the operating system. B. Reset the system time. C. Replace the system board. D. Flash the system BIOS. E. Restore the BIOS to the correct settings.

Answer: B, E

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9

Question: 24 Which utility should be used to configure a WWAN device on an HP notebook? A. HP Connection Manager B. F10 Computer Setup Utility C. Windows XP Zero Configuration Utility D. HP Software Update Utility

Answer: A Question: 25 For what purpose is the command Repset.exe:/cpqsetup.txt used? A. to restore factory settings B. to load a saved BIOS configuration C. to delete a previous BIOS configuration D. to erase a DriveLock password at the BIOS level

Answer: B Question: 26 Which replacement part can generate an Invalid Electronic Serial Number error? A. processor B. system board C. hard drive D. memory

Answer: B

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10

Question: 27 What should you do to view details of the graphics driver? A. Click the Driver Signing button in the hardware tab of System Properties. B. Press F10 during bootup and access the Advanced option in the system BIOS. C. Click the Advanced button of Display Properties in Control Panel. D. Click the Hardware Profiles button in System Properties.

Answer: C Question: 28 What is the recommended electrostatic discharge (ESD) precaution that you should take before starting work on a computer? A. Use a power outlet to ground the computer. B. Store all electronic parts in a plastic bag. C. Touch a metallic portion of the case to establish ground. D. Put on a grounded wrist strap.

Answer: D Question: 29 Which HP tool enables you to update the BIOS in a Windows environment? A. HPQFIash Utility B. HP SoftPaq Download Utility C. EROMPAQ flash utility D. cpqtag utility

Answer: A

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11

Question: 30 With HP SpareKey, how many personal questions are asked to confirm a user’s identity? A. two B. three C. four D. five

Answer: B Question: 31 Which options are available as HP notebook security features? (Select two.) A. motion sensor B. data encryption C. Trusted Platform Module (TPM) D. processor change alert E. integrated alarm

Answer: B, C Question: 32 What should you do first when a customer reports low battery capacity? A. Test the battery using EFI Diagnostics. B. Run the HP Battery Health Check. C. Run HP Vision Field diagnostics. D. Replace the battery under warranty.

Answer: B

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12

Question: 33 Where can you find the latest BIOS for an HP personal computer? A. HP Support Forums B. HP Support & Drivers website C. HP PartSurfer D. HP IT Resource Center (ITRC)

Answer: B Question: 34 The operating system installed on an HP desktop computer does not load. What is the first step you should take to determine if a third-party component is related to the problem? A. Replace the third-party component. B. Remove the third-party component. C. Call the third-party vendor's support line. D. Update the component drivers/software.

Answer: B Question: 35 What is last step in the HP Six-Step Troubleshooting Methodology procedure? A. Contact technical support B. Check the warranty status C. Implement preventive measures D. Collect data from the error log

Answer: C

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13

Question: 36 You have replaced a video adapter in a customer's workstation, but now the network PCI card is no longer recognized by the system. What is the first step you should take to resolve the customer's issue? A. Upgrade the firmware. B. Replace the network adapter. C. Check the network adapter drivers. D. Reseat the network adapter.

Answer: D Question: 37 What is an important step you should take when replacing a processor? A. Install an activation strip. B. Install processor drivers. C. Use a protector plate. D. Replace the thermal grease.

Answer: D Question: 38 What information does the HP Battery Health Check utility provide about the battery? A. warranty ID B. number of charges remaining C. name of the manufacturer D. serial number

Answer: A

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14

Question: 39 Why should you validate the serial number on an HP notebook or desktop? (Select two.) A. to verify the original computer configuration B. to activate pre-installed software C. to reactivate the operating system D. to ensure that the product is covered under warranty E. to enable HP applications

Answer: A, D Question: 40 Which key should you press during bootup to access the HP BIOS Setup Configuration Utility? A. F2 B. F10 C. F1 D. F12

Answer: B Question: 41 A computer does not boot from a bootable USB storage device, although the computer can access the files on the storage device in Windows Explorer. What is the cause of this? A. The USB port is defective. B. An incorrect boot order is set in the BIOS. C. The device is locked from user access. D. Incorrect USB drivers are installed.

Answer: B

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15

Question: 42 What is the first step you should take when a customer complains that the optical disk drive is not reading specific media? A. Update the BIOS. B. Reload the operating system. C. Check the media in another device. D. Update the firmware.

Answer: C Question: 43 You have determined that a computer has a defective hard drive. What is the next step in the HP SixStep Troubleshooting Methodology process that you should take? A. Collect additional data B. Implement preventive measures C. Evaluate the data D. Develop an action plan

Answer: D Question: 44 A customer is having trouble connecting a notebook to a Wi-Fi access point. What is the first thing that you should check to resolve this problem? A. that the Wi-Fi devices can detect the access point B. that the access point has an SSID C. that the Wi-Fi device can obtain an IP address D. that the Wi-Fi devices are enabled and turned on

Answer: D

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16

Question: 45 A customer has installed a NIC. but it has no network connectivity. What is the first step in resolving this issue? A. Replace the network card. B. Reseat the network card. C. Run the ipconfig utility. D. Check the network card IRQ.

Answer: D Question: 46 An HP desktop computer with an external hard drive attached is unable to boot to the internal hard drive after restart. What must you do to boot the computer to the internal drive? A. Set the internal hard drive setting to master. B. Enable USB legacy support. C. Set the external hard drive setting to slave. D. Change the boot order.

Answer: D Question: 47 What should you do if you find missing keys on a customer's keyboard? A. Replace the keyboard under warranty. B. Order the missing keys. C. Explain that replacing the keys is not covered under warranty. D. Run the HP Insight Diagnostics tool.

Answer: C

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17

Question: 48 What should be the first step in troubleshooting a component that is not recognized by the system? A. Exchange the component with a "known good" component. B. Reseat the component. C. Reinstall all drivers related to this component. D. Remove the component from the system.

Answer: A Question: 49 After performing a QuickRestore of an HP notebook, you discover that the restore partition is missing. What is the probable cause? A. The hard drive is faulty. B. The QuickRestore media is corrupted. C. QuickRestore media does not restore the partition. D. The Restore Partition option was not selected during the QuickRestore.

Answer: D Question: 50 During which step of the HP Six-Step Troubleshooting Methodology does part replacement occur? A. Develop and optimize an action plan B. Determine if the problem is solved C. Implement preventive measures D. Execute the action plan

Answer: D

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18

Question: 51 A customer reports that the power supply in an HP desktop has had repeated failures. Although it has been replaced several times, the power supply continues to fail. What is the first step you should take to identify the root cause? A. Upgrade the power supply to one with greater capacity. B. Replace the system board and the power supply. C. Recommend a power audit of the facility. D. Replace the complete desktop.

Answer: C Question: 52 One out of ten identically configured computers at a customer's site is exhibiting random lockups. What is the first component you should swap with another working unit to determine whether this is a software or hardware problem? A. memory B. system board C. hard drive D. processor

Answer: C Question: 53 Which types of drive encryption does HP ProtectTools support? (Select two.) A. folder level B. master boot level C. full volume level D. BIOS level E. operating system level

Answer: C, E

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Question: 54 A customer has reported a potential safety issue with their HP computer. What should you do? A. Confirm warranty coverage. B. Escalate to HP for further investigation. C. Try to duplicate the problem. D. Repair the computer.

Answer: A Question: 55 What is the function of the HP Support Assistant? A. to run diagnostics on a computer that will not boot B. to reinstall an operating system to the factory default state C. to access any and all diagnostics utilities available on a particular platform D. to test the availability of the operating system

Answer: C Question: 56 You are at a customer site and need to locate a replacement part number. You are not able to access the Internet from the site. Where can you find the part number? A. HP Parts Reference Guide DVD B. HP Parts Surfer DVD C. Product QuickSpecs D. HP Service Media Library DVD

Answer: A

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20

Question: 57 What are two primary uses of the HP Insight Diagnostic tool? (Select two.) A. software diagnostics B. third-party device diagnostics C. hardware diagnostics D. performance diagnostics E. hardware configuration display

Answer: C, E Question: 58 A customer reports they are unable to dock dozens of new notebooks. As the onsite technician, you have opened multiple cases with HP but are still unable to resolve. What should you do next? A. Advise the customer to contact their HP sales manager. B. Contact HP to escalate for further investigation. C. Advise the customer to purchase an extended warranty. D. Order replacement docking stations.

Answer: B Question: 59 What is an advantage of DDR3 RAM? A. ECC memory correction is a standard feature. B. It is asynchronous dynamic RAM, which improves performance. C. It is more power efficient than DDR2 memory. D. It is compatible with DDR2 memory, which enables easy upgrades.

Answer: C

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Question: 60 What can you do with an HP MultiBay or Upgrade Bay? A. Install an additional hard drive or optical drive. B. Install additional RAM memory. C. Daisy chain up to two SCSI hard drives. D. Install Bluetooth or wireless LAN devices.

Answer: A Question: 61 What does AMT technology enable you to do? (Select two.) A. use Wake On Wireless LAN to power up a remote computer B. manage a computer without network connectivity C. manage a computer even if the operating system is not running D. create and manage virtual machines E. manage a computer even if it is powered off

Answer: C, E Question: 62 DRAG DROP Match each label with the correct port. NOTICE: Scroll down to see all available items.

Answer:

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Question: 63 What is a function of High-bandwidth Digital Content Protection (HDCP)? A. It enables you to view and store secure high-definition video and audio. B. It provides the software to play secure high-definition content on non-HDCP compliant monitors. C. It provides full surround sound audio and high-definition video capabilities to DVI connections. D. It enables you to play secure high-definition content on a DVI monitor that is HDCP compliant.

Answer: D Question: 64 Which type of connector is shown in the exhibit?

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A. IDE cable B. USB cable C. SATA cable D. FireWire cable

Answer: C Question: 65 Which statement is correct regarding third-party applications pre-installed on HP systems? A. Only Microsoft applications are supported. B. Full product support is available for a fixed period. C. The applications are not upgradable. D. The full application can be downloaded from HP.com.

Answer: B Question: 66 After installing new software, a customer reports an operating system failure that results in random blue screens. What is the first option you should recommend for this customer? A. Restore the operating system from the operating system CD/DVD. B. Replace the hard drive. C. Use Microsoft System Restore to return to a previous known working state. D. Repair the operating system using the operating system CD/DVD.

Answer: A Question: 67 Which benefit does HP DriveGuard add to a notebook? A. It protects the hard drive from moisture damage. B. It detects sudden motion and temporarily stops the hard drive. C. It enhances Windows Aero security performance. D. It encrypts the hard drive data and password-protects it.

Answer: B

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Question: 68 Which HP product for post-warranty support is available to HP customers? A. Help Pack Services B. Care Pack Services C. Assistant Services D. Service Pack Option

Answer: B Question: 69 Which devices are used to write data to removable media? (Select two.) A. CD drive B. DVD-RW drive C. DVD drive D. USB flash drive E. Blu-ray drive

Answer: B, D Question: 70 Which hardware support service is available as an HP Care Pack Service? A. 24-Hour Call to Repair B. 4-Hour 24x7 Same Day C. 8-Hour Same Business Day D. PC Unit Exchange

Answer: A

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25

Question: 71 Which statement best describes the Trusted Platform Module (TPM)? A. TPM is software for data encryption on HP PCs. B. TPM is factory-configured hardware bound to a single system board. C. TPM is a field-installable upgrade option. D. TPM is network software downloadable from the HP website.

Answer: B Question: 72 A customer has reported intermittent lockups on a computer kept inside an enclosed cabinet. What is the most likely cause? A. electrostatic discharge (ESD) B. radio frequency interference (RFI) C. high temperature D. excessive vibration

Answer: C Question: 73 Which tool is used to update desktops and notebooks proactively with select HP software and drivers? A. HP SoftPaq Download B. HP Update Manager for Vista C. HP Client Management Software Updates D. HP Software Update

Answer: A

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Question: 74 What is true regarding HP DriveLock if a user has forgotten the master password? A. The system board must be replaced. B. The BIOS must be reset. C. The security jumper on the system board must be replaced. D. The drive cannot be recovered; the user data is lost.

Answer: D Question: 75 Your customer wants better security for sensitive data on their hard drives and asks for help enabling HP DriveLock. Where should you look to enable this? A. Windows Disk Management B. Security menu in BIOS C. Regedit32: Hkey_Local_Machine D. HP ProtectTools Security Manager

Answer: B Question: 76 When you finished replacing a processor and rebooted, you received an error message stating CPU microcode is not found. What is the first action you should take to find the cause? A. Check the CPU driver for the latest version. B. Replace the defective processor. C. Check the HP website for latest BIOS or microcode update. D. Set the CMOS microcode settings to the default.

Answer: C

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Question: 77 From which two locations can you run the DPS test? (Select two.) A. the reset button on the power supply B. System BIOS Diagnostics Menu C. Windows Administrative tools D. HP Vision Field Diagnostics E. hpsetcfg tool

Answer: B, C Question: 78 What is included with the recovery media set in addition to the operating system CD/DVD? A. application configurations B. hardware drivers and HP provided applications C. BIOS settings and available BIOS updates D. third-party software

Answer: B Question: 79 What is the maximum recommended distance between two devices when communicating using Bluetooth? A. 5 meters (15 feet) B. 10 meters (30 feet) C. 20 meters (65 feet) D. 15 meters (50 feet)

Answer: B

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Question: 80 A system boots from a SCSI drive but after the addition of an IDE hard drive, the system no longer boots. What is the probable cause? A. The IDE drive has defaulted to the first boot device in the system boot order. B. The SCSI drive is not terminated properly. C. SCSI and IDE devices cannot coexist in the same system. D. The IDE drive and SCSI drive have the same device ID.

Answer: C Question: 81 Which tool should you use to set and change the Smart Card PIN on an HP notebook? A. Smart Card Security for HP ProtectTools B. Security Center in Windows Control Panel C. Credential Manager for HP ProtectTools D. F10 Computer Setup Utility

Answer: C Question: 82 Which statement best describes the function of HP Wireless Assistant? A. It displays information about devices such as PC cards. B. It uses the Windows Zero Configuration Utility. C. It displays information about whether the wireless network is enabled or disabled. D. It enables and disables the integrated wireless devices on a notebook.

Answer: D

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Question: 83 A user's notebook battery drains and never charges while docked. When an AC adapter is directly connected to the notebook, the battery charges normally. What should you do first to troubleshoot this issue? A. Replace the battery under warranty. B. Verify that the docking station AC adapter has the correct wattage. C. Replace the notebook system board. D. Check the battery with the Battery Health Check Utility.

Answer: B Question: 84 A customer reports no sound after Windows XP loads. What is the first step you should take to identify the cause? A. Replace the system board. B. Check the Device Manager. C. Check for errors in the BIOS. D. Start Windows in Safe Mode.

Answer: B Question: 85 Which first step does HP recommend that you take to resolve compatibility and performance issues? A. Replace the hard drive. B. Update HP software. C. Update the BIOS. D. Replace the system board.

Answer: C

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Question: 86 An HP computer might display a microcode error after you replace which component? A. hard drive B. memory C. system board D. CMOS battery

Answer: C Question: 87 A customer's Windows XP computer stops responding during startup. How can you isolate the cause with minimal impact to the customer? A. Restore the factory image. B. Analyze the win.ini file. C. Enable boot logging. D. Replace the hard drive.

Answer: A Question: 88 Which technology does the monitor need to support to play a Blu-ray movie through a DVI connection? A. DVI-I B. HDCP C. DVI-D D. VGA

Answer: B

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Question: 89 According to HP best practices, where should you verify the service history for a specific computer? A. customer-supplied service records B. Channel Services Network (CSN) C. Microsoft Windows System Information D. The Service Media Library (SML)

Answer: B Question: 90 You are working on a computer that does not detect any USB devices. You suspect that USB support is not enabled. Where do you verify this setting? A. hardware profiles B. on the USB device C. BIOS setup utility D. add/remove hardware option

Answer: C Question: 91 Which utility is required to update the DMI after you have replaced a system board? A. hpsetcfg B. battery health check C. HP SoftPaq Download Utility D. Drive Protection System

Answer: C

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Question: 92 A customer has performed a memory upgrade. After restarting the computer, the customer experiences a memory dump. What should you do first to resolve this? A. Replace the hard drive. B. Restore the factory defaults on the computer. C. Verify that memory supported by HP is installed. D. Access the BIOS setup and ensure that the memory is being seen.

Answer: C Question: 93 What should you do first when a processor displays a temperature warning? A. Install a new processor fan. B. Replace the cache. C. Reseat the processor. D. Check the environment.

Answer: D Question: 94 What does HP Wireless Assistant enable you to do? A. connect to a wireless WAN B. manage BIOS information C. manage hard drives D. manage multiple wireless devices

Answer: A

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33

Question: 95 A customer complains that their notebook battery does not hold a charge for very long. You determine that the battery has reached the end of its useful life, even though the customer's notebook is still under warranty. What should you do? A. Replace the battery under warranty as long as the notebook is still under warranty. B. Tell the customer that the battery warranty does not cover battery degradation. C. Advise the customer to purchase an HP Care Pack to cover the battery replacement. D. Recalibrate the battery to increase the battery capacity.

Answer: D Question: 96 You are trying to locate a part number for warranty replacement of a faulty component. Which part number should you use? A. option part number B. warranty part number C. assembly part number D. spare part number

Answer: D Question: 97 Which element should be included in a report to HP? A. a copy of the error log from the system BIOS B. an explanation of the problem in high-level technical detail C. the reasons for the delayed start of onsite service D. the cause of the error and the parts replaced

Answer: D

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34

Question: 98 Which diagnostics tool should you use to qualify a memory issue? A. HP Help and Support B. HP Memory Manager C. BIOS diagnostics D. Windows Memory Test

Answer: C Question: 99 Where can you confirm an HP spare part number? A. HP Instant Reference Guide B. HP Technology Center C. HP PartSurfer D. IT Resource Center

Answer: C Question: 100 A customer wants additional memory installed on a computer. Where can you find the appropriate part number for supported memory on this computer? (Select two.) A. Maintenance and Service Guide B. Channel Service Network (CSN) C. Product User Guide D. Product QuickSpecs E. Product Troubleshooting Guide

Answer: C, D

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Question: 101 A customer purchases an HP notebook that is sold only in their region, but does not buy an HP Worldwide Care Pack. A problem with the notebook occurs while traveling in a foreign country. What should the customer do to repair the notebook under warranty coverage? A. The customer can bring the notebook to any service center in any country. B. The customer should check with the service center in the foreign country. C. The customer must return the product to a country where the product is supported. D. The customer has invalidated the warranty by traveling outside their region.

Answer: C Question: 102 Which HP utility must you run before replacing a battery under warranty? A. Battery Validation Test B. Built-In Self Test (BIST) C. Battery Mark Test D. Battery Health Check

Answer: D Question: 103 You need to disassemble an HP tablet PC that you are unfamiliar with. Which HP resource will provide you with video instruction? A. Service Media Library (SML) B. Support Media subscription C. Maintenance and Service Guide D. Onsite Agent’s Reference Set (OARS)

Answer: A

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Question: 104 Which statement about SATA II is correct? A. SATA II supports native command queuing (NCQ). B. SATA II is more power-efficient than SATA I devices. C. SATA II cables can be folded safely. D. SATA II can daisy chain up to six drives.

Answer: A Question: 105 Bluetooth is an example of which networking technology? A. Wireless PAN B. Wireless LAN C. Wireless MAN D. Wireless WAN

Answer: B Question: 106 A technician visiting a customer site discovers that a user has spilled coffee on an HP notebook. The notebook fails to boot and requires several new parts. The user has a standard warranty. How does this condition affect the warranty? A. The warranty is voided by this condition. B. The warranty covers accidental damage cases. C. The warranty is unaffected if the customer decides to purchase accidental damage protection. D. Contamination issues void the warranty of mice and keyboards only.

Answer: A

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Question: 107 You are trying to determine the original default specification of an HP workstation. Where would you find this information? A. BIOS B. asset tag C. product number D. serial number

Answer: C Question: 108 Which statement is true regarding HP Firefox Virtual Browser? A. It creates a secure virtualization layer that prevents malware and viruses.

B. It can be enabled on all new HP desktops in the system BIOS and run from the boot menu. C. It is run as a plug-in for Mozilla Firefox 3 and later on HP machines. D. It is not installed on client machines and runs from a server to provide a virtual environment.

Answer: A Question: 109 After a customer has replaced a hard drive, how can they restore the PC or notebook to the factorydefault configuration? A. by restoring the settings from the preinstalled operating system on the new hard drive B. by purchasing a new operating system from Microsoft C. by using the recovery media created during the installation process D. by using the recover operating system option within the BIOS

Answer: C

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Question: 110 You have upgraded the memory in a desktop, but the operating system detects 64MB less memory than was actually installed. What should you do first to find the cause? A. Verify that no third-party memory is installed. B. Check the disabled memory slot in BIOS. C. Check the disabled memory hole in the system BIOS. D. Determine the amount of shared video memory.

Answer: D Question: 111 Which statements about the HP DriveLock password are correct? (Select two.) A. It is stored in the system BIOS. B. It cannot be reset if the password is forgotten. C. It can be reset through User Accounts in the Control Panel. D. It protects the data on the hard drive using encryption. E. It can be reset by removing and reseating the real-time clock battery.

Answer: B, D Question: 112 A customer calls HP support saying his account is locked out, and the HP Credential Manager will not unlock his account. What should be the first thing you ask the customer about his user account? A. Is it an administrator account? B. Is the computer a member of the correct domain? C. Is it the only account on the computer? D. Is he using the correct user name?

Answer: D

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Question: 113 Where can you enable the Trusted Platform Module (TPM) option? A. BIOS B. Internet security settings C. Windows Control Panel D. Device Manager

Answer: A Question: 114 After installation of a new PC, the customer reports that it is running very slow over the network. What is the most likely cause? A. The IP address is incorrect. B. DHCP is disabled. C. The memory needs to be replaced. D. The Ethernet card has autonegotiated 10Mb speed.

Answer: D Question: 115 What do you need to remember about thermal grease after replacing an AMD processor? A. You should clean the CPU and heat sink and carefully apply the entire syringe of grease in an even layer. B. You should clean the CPU and heat sink and apply 50% of the grease in the syringe evenly over the processor. C. If the heat sink and the CPU show no signs of wear, you do not need thermal grease. D. Currently shipping AMD CPUs do not need thermal grease.

Answer: A

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Question: 116 HP is committed to the Return of Hazardous Substance (RoHS) environment standard. Which statement best defines this standard? A. RoHS regulates the supply and return of notebook batteries. B. RoHS defines the policy for the disposal of obsolete equipment. C. RoHS regulates the supply and return of parts containing restrictive materials. D. RoHS defines the process for a compliant processor upgrade.

Answer: C Question: 117 In the HP Six-Step Troubleshooting Methodology, what is an example of evaluating data? A. asking the customer to describe the symptoms of the problem B. downloading a maintenance guide C. deciding whether the problem is caused by hardware or software failure D. installing service packs

Answer: A Question: 118 What should you do before installing a replacement part in an HP workstation?

A. Validate the issue. B. Reload the operating system. C. Confirm the warranty. D. Format the drive.

Answer: A

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Question: 119 An application on a customer's HP desktop has failed. Where can you find the application log file? A. root directory B. MPS report C. temp directory D. system dump report

Answer: D Question: 120 Which action should you suggest to a customer before you go onsite to replace an intermittently failing hard drive? A. Print all relevant error logs. B. Create a user ID. C. Back up important data. D. Provide the login password.

Answer: C Question: 121 Other than on the serial number label, where can you access the serial number for an HP notebook or desktop? A. F2 Utility B. Drive Protection System (DPS) test C. BIOS Setup Utility D. Bootlog file

Answer: C

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Question: 122 A customer is logged in to the network but cannot print to the network printer. How do you determine if the issue is related to the PC or the network printer? A. Replace the network cable from the PC and try to print. B. Get the IP address from the printer and try to ping the address. C. Change the drivers for the network printer and resend the print job. D. Get the IP address of the NIC for the PC and try to ping the address.

Answer: B Question: 123 What is the Channel Service Network? A. a support website for authorized support personnel B. a website that allows product warranty registration C. a website where customers can locate customer self-repair (CSR) components D. an internal HP website that provides service information

Answer: A Question: 124 Which HP utility is used for testing SATA hard drives on HP workstations? A. Array Configuration Utility (ACU) B. Vision Diagnostics C. Built-In Self Test (BIST) D. Disk Defragmenter

Answer: C

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Question: 125 You are at a customer site to repair a computer and have determined that the replacement part is DO A. What should you do? A. Call HP technical support. B. Open a new support case with HP. C. Replace the part as assigned. D. Cancel the onsite service.

Answer: B Question: 126 When is it safe to power on a power supply that is disconnected from the other computer components? A. when the power supply has a Built-in Self-Test (BIST) B. when the power supply is removed from the desktop or workstation C. when the power supply is properly installed in the desktop or workstation D. when the power supply is connected through a UPS

Answer: A Question: 127 Which step is a required HP procedure for troubleshooting a hard drive? A. Use the hpsetcfg tool. B. Run the Drive Protection System (DPS) tool. C. Run the HP Backup and Recovery Manager. D. Run a memory check on the system RAM.

Answer: C

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Question: 128 The system warranty has expired and the customer is requesting support. The customer no longer has proof of purchase. Which support option is available to the customer? A. No option is available; the system is no longer supportable. B. The customer must pay for service and any parts required. C. The customer must purchase an additional HP Care Pack. D. The customer should call HP to arrange a warranty extension.

Answer: B Question: 129 Which HP tool replaces the HP Insight Diagnostics Utility? A. Software Update Utility B. Vision Field Diagnostics C. Support Framework D. Diagnostics for Windows

Answer: D Question: 130 Identify two BIOS security features introduced with the HP BIOS based on Unified Extensible Firmware Interface (UEFI). (Select two.) A. system recovery B. BIOS user accounts C. boot device options D. SpareKey E. DriveLock

Answer: B, D

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Question: 131 An HP product carries a 3-3-3 warranty. What does this mean? A. The product carries a 3 year parts, 3 year labor warranty, with no onsite service. B. The product carries a nine year warranty on all parts, labor, and updates. C. The product carries a 3 year parts, labor, and onsite service warranty. D. The product carries an advanced replacement warranty.

Answer: C Question: 132 Where can you enable hardware RAID on an HP workstation? A. from the Device Manager B. in the system Bios C. at the Control Panel D. on the hard drive jumpers

Answer: B Question: 133 A customer is interested in purchasing an HP mobile computer with a quad-core processor. Which product should you recommend? A. notebook B. mobile workstation C. netbook D. mobile thin client

Answer: B

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Question: 134 You have been asked to install BIOS updates over the network on all HP clients to reduce the administrative burden. You are using a Microsoft management agent to send the updates. What is the appropriate file to use to update the BIOS over the network? A. Bios cab file B. ROMPAQ file C. HPQflash file D. MSConfig file

Answer: C Question: 135 How does ESD preventive equipment reduce the risk of demage from ESD? A. by storing the charge B. by increasing the charge C. by eliminating the charge D. by minimizing the charge

Answer: C Question: 136 Which component has failed when the Power-On LED blinks red and beeps six times? A. system board B. system memory C. video card D. power supply

Answer: C

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Question: 137 A customer reports a computer that locks up at the HP Invent logo screen at POST. What could be causing this? (Select two.) A. third-party hardware B. monitor C. power management settings D. corrupted operating system E. incorrectly seated memory

Answer: A, E Question: 139 You should use the hpsetcfg tool after replacing which component? A. hard drive B. system memory C. system board D. keyboard

Answer: C Question: 140 Which type of communication from HP is designated for HP internal use? A. Service Advisory B. Engineering Advisory C. Product Bulletin D. Service Bulletin

Answer: B

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Question: 141 A customer calls because several of their newer model notebooks cannot boot when a third-party USB device is installed. Older models of the notebooks boot with the same device installed. You have already updated the BIOS to the latest available, but this does not resolve the issue. What should you do? A. Tell the customer that the third-party device is not supported. B. Call HP technical support. C. See if there is a BIOS update available for the USB device. D. Remove and replace the system board.

Answer: A Question: 142 Which HP utility should you use to check hard drive and memory health? A. HP Connection Manager B. hpsetcfg utility C. HP Performance Tuning Framework (PTF) D. HP BIOS diagnostics

Answer: D Question: 143 What does a multi-core processor configuration enable you to do? A. install different types of memory in the same system B. install processors of different speeds in one system C. run multiple processes simultaneously D. hot swap the CPUs

Answer: C

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Question: 144 What is the definition of multi-core technology? A. a system board with more than one CPU socket B. a single CPU that has multiple execution cores C. a processor that runs at multiple speeds D. a processor that has the ability to hyperthread

Answer: B Question: 145 Which function do HP Care Packs provide? A. software patches and updates B. extended warranty support service C. additional sales assistance D. increased software functionality

Answer: B Question: 146 How many fingerprints are required to enroll in the biometric database to enable the use of the fingerprint security option? A. one B. two C. three D. Four

Answer: D

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Question: 147 Which HP application enables you to convert landscape display to portrait display? A. QuickLook B. Quick Launch C. Quick View D. QuickWeb

Answer: C

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