Quiz2 | Kouland Technology, inc

This Test Has 45 Questions and Requires 70% To Pass

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#1. A customer’s computer crashes after 10 minutes of use and some of their applications will not open. They have noticed a huge decrease in speed and functionality of their computer and fear they will lose all their data This is could most-likely be the result of which of the following options?

Malware

Ransomeware

Virus

#2. You are performing a cleanup of a customer’s computer_ You have already cleaned the customer’s registry with CCleaner but have a remaining task of running an in-depth virus scan or utility scan with antivirus software_ What should you do with CCleaner prior to leaving the customer’s home with the antivirus scan running?

Leave CCleaner in case they want to use it.

Remove all installed software and cancel the scan because it will take too long.

Remove all previously used and unnecessary cleanup software before initiating and leaving the scan.

Leave your USB flash drive for the customer to keep.

#3. If while at a customers home you run into a cable that looks somewhat like a phone cable or an ethernet cable and you are unsure of what cable it is, how can you tell the difference?

Phone cables (RJ-11) will have 8 wires. Ethernet cables (RJ-45) will have 4-6 wires

Ethernet cables will be the same as Phone cables except in blue color

Ethernet cable (RJ-45) will have 8 wires. Phone cables (RJ-11) will have 4-6 cables

Ethernet cables (RJ-45) are smaller than Phone cables (RJ-11).

#4. If a customer wants their Smart TV’s native apps (such as Netflix) to output sound through their AN receiver; which cable out of the available options is the best cable to use to transmit audio from the TV to the receiver?

Optical cable

HDMI cable without ARC capability

RCA cable

3.5mm audio cable

#5. Which of these would be software/drivers you should most likely NOT remove (Multiple Answers):

Net Framework 4.0

HP Photo Support Documentation

Realtek Ethernet Adapter Driver

Ebay Toolbar

Responses #1 and #3

Responses #2 and #5

#6. Where can you get the drivers required for a printer installation?

The CD that is supplied with the printer

The manufacturer's website, usually on the Support section.

Let the operating system install it automatically if applicable (when you plug the printer in via USB).

All of the above

#7. When extending a network using a Dual Band Linksys Extender, which network band(s) should the extender connect to?

2 GHz & 5 GHz

2.4 GHz only

2.4 GHz & 5.0 GHz

5 GHz only

#8. What is the SMTP server for a customer with the email address ending in ”@gmail.com”?

Outgoing - srntp.gmail.com

Incoming - smtp.gmail.com

Outgoing - imap.gmail.com

Outgoing - pop.gmail.corn

#9. What does the Amazon Fire TV not include?

Remote

Power cord

HDMI Cable

Quick start guide

#10. Before completing the set up of a printer, what should you always make sure to complete before leaving the appointment?

Print a test page and test the scanner from all devices Be sure to show the customer how the scanning and printing system operates.

Order new ink for the customer in case they run out. Running out of ink constitutes a failure on your part.

Test the printer by making a copy of the customer's last bill they have in their files and a copy of the customer's personal information

Power off the printer and power it back on to make sure the outlet is plugged into fully functions

#11. A customer complains that their network when under load, tends to slow down and become unreliable. They also note that they frequently have to restart all of their network devices to restore the speed of the network but the problem keeps occurring. Their network consists of a wireless router and one wireless extender both in close proximity with SSIDs of “Home Network” and “Home Network-5G”. Which of the available changes may most-likely help improve the reliability of their network?

Setting the router to bridge mode.

Changing the extender to channel 1 and the router to channel 6.

Turning off the customer's 5 GHz network.

Unplugging the modem

#12. Which of the following is true about extending a wireless network? (Multiple Answer)

When installing a wireless extender, you will experience an increase in internet speeds.

Wireless extenders are never recommended and only hurt network integrity.

When installing a wireless extender, you will have almost identical or slower internet speeds.

When installing a wireless extender, it is best to create networks with unique SSID's.

Answers #1 and #2

Answers #3 and #4

#13. A customer’s computer has been encrypted with a virus that demands they pay a certain fee to decrypt the information otherwise it will be destroyed. This is most likely the result of:

Malware

Ransomeware

Virus

#14. When initially setting up a printer that is going to be used solely across a network, which method of connecting the printer to the network will provide the best connection and reliability?

Connecting the printer to the router via ethernet cable.

Connecting the printer directly to a computer on the network.

Save files to a flash drive and plugging the drive directly into the printer.

Connecting the printer to the router via wireless connection.

#15. A customer has a Mac with 4GB RAM, a quad-core i7 processor, and a 1TB hard drive. Shortly after getting a video editing program, the computer became very slow. You notice his computer gives a “memory full” error only when the program is running. What could this mean?

The computer does not have enough RAM.

The software is unoptimized and they need to purchase a better program.

The computer's hard drive is full.

The computer needs a stronger PSU.

#16. What is important to know about placement of a wireless extender/repeater?

The wireless extender must be placed in an area between the weak zone and the source router. while the desired location for the extender must read a weak signal.

The wireless extender must be placed in an area between the weak zone and the source router, while the desired location for the extender must read a medium to strong signal.

The wireless extender must be placed in an area between the weak zone and the lowest signal strength.

The wireless extender must be placed right next to the router.

#17. On a Mac, if you need to repair or format the hard drive what program should you use?

Disk Utility

CleanMyMac

Disk Inventory X

Onyx / First aid

#18. You are cleaning up unnecessary software from the ”programs and Features” menu on a windows PC. You see a program you are not necessarily familiar with. Your best course of action is to:

Ignore it as it may be important.

Remove it because if it was important you would know about it.

Research it and decide on your own whether or not the program should be removed.

Ask the customer if they are familiar with it. if not, research it and decide whether it should be removed or not.

#19. When does a powerline adapter benefit a network?

When there is active Ethernet cabling running through the house

When the customer has strong Wi-Fi connections.

When you need to add an extender in a small house.

When you are unable to create a reliable wireless network and there is no ethernet wiring.

#20. How many IP addresses are in IPv4?

340 trillion

4.3 billion

340 billion

4.3 trillion

2.5 trillion

#21. On a Mac, where do you go to make adjustments to a user’s Login items?

Control Panel->Startup

System Preferences -> Users & Groups

Safe Mode ->Startup items

Applications -> Utilities -> Login Items

#22. What is the first location you should check to remove programs on a Windows device?

MSConfig

Control Panel

CCleaner

Third-party software uninstaller

#23. You arrive to an appointment to hook up speakers. When you get down to work you realize the speaker wires are capped with banana plugs and the receiver only allows direct contact from the wire, via a pinching or screw down connector. What must you make sure to do? Choose all that apply.

Match positive and negative polarities to the proper inputs on the receiver.

Make sure metal cabling is protected and not hitting or touching other cables.

Let the customer know that their setup is incompatible and they will need to get a receiver with banana plug connectors.

Make sure wire shielding is not blocking the sensors inside of the terminal.

Answers #1, #2,#3

Answers #1, #2,#4

Answers #2, #3,#4

#24. Which type of universal remote will you most-likely NOT be able to service as a Kouland Technology technician?

Universal remotes with downloadable software (such as the Logitech Harmony remote controls).

Universal remotes with non-downloadable, proprietary software

Universal remotes with provided programming instructions

Basic remotes that come included with a television

#25. A customers homepage is being redirected to an unfamiliar search engine and random advertisements keep popping up and preventing use of the computer. Based on our classifications, this is most likely the result of:

Adware

Ransomeware

Virus

#26. Viruses can be spread through using USB Flash drives.

True

False

#27. On a Mac, which of these is NOT an example of an application that should be updated during a virus checkup for a customer?

Sun Java

Apple Wireless

Adobe Flash

Adobe Reader

#28. A customer wants all of their emails to be stored on their computer and not the server. You should———set the server to use———

incoming, pop

outcoming, pop

incoming, imap

outgoing, imap

#29. What is the latest consumer-grade Wi-Fi technology available today?

802.11ad

802.11g

802.11ac

802.11n

#30. What is the port name you will use to connect a router to a modem via ethernet cable?

WAN

INTERNET

LAN

VLAN

#31. A customer tells you ”Microsoft” has been calling them telling them they have a virus on their computer and that, in order to fix it, they will need to give ”Microsoft” control of their computer and a credit card to pay for the service. You should tell the customer:

Microsoft is a legitimate company and following their instructions is their best course of action in order to fix any issues related to her computer.

Once you purchase a computer it is yours and the likelihood of Microsoft calling you over a virus is slim to none. This is most likely a scam.

If someone is calling stating the customer has a virus they likely have already lost their identity and there is nothing that can be done

The customer's best course of action is to let them have remote control of their computer but do not give them your credit information as this may be the only dangerous course of action.

#32. Where are you able to repair disk permissions on a mac os device?

Disk Restore

Hard Drive Fixer

Disk Utility

App Update

#33. If a customer mentions after clicking on an ad multiple problems began to happen and their computer began to act weird, what can you do to prevent future malicious ads from popping up?

Install an Adblocker plugin on web browsers

Install an anti-virus

Install Mac updates

Advise the customer not to click on any ads

#34. What account information is needed to set up an email account on third-party software? Select all answers that apply.

Email address

Password

Inbound & outbound email server settings

Email host phone number

Answers #1, #2, #3

Answers #1, #3, #4

Answers #1, #2, #4

#35. When setting up a roaming network, what should be enabled on the secondary, wireless access points?

DHCP

Bridge or WAP mode

NAT

None of the above

#36. What utility should be used to configure Apple routers?

Time Capsule

Airport Utility

Airport WiFi

Time Machine

#37. A customer complains that their remote for their receiver simply confused them. All devices seem to work. However, pressing “DVD” on their remote actually switches to their cable box, pressing ”Game” SWITCHES to their DVD, etc.. This is most likely the result of:

Damaged wires.

Weak or dying speakers.

Poorly configured wires.

Faulty television.

#38. A customer has a router with all available LAN ports already being occupied. You need to hardwire one or more additional devices directly to the primary network device but do not have any available LAN ports. What network device could help you accomplish this?

Wireless extender_

A secondary router.

A router with more ports.

A switch.

#39. On Mac OS. which third-party application can you use to locate where the largest size files and folders are stored?

Disk Defragmenter

Disk Utility

WinDirStat

Disk Inventory X

#40. You’ve entered all of the credentials for a customer’s mail account and now it is set up but you are not sure if it is active. What is the best way to check?

Send a test email to and from the configured email.

Send a file to someone you know will reply within the hour.

Send an email to a friend and wait for a response.

Wait for someone to email the customer.

#41. A customer is insisting that you do not remove their torrent programs as it has given them “free” software and saved them tons of cash! Your response should be similar to:

"I am going to remove the software regardless of what you say because it is the right, moral thing to do."

"I apologize. I will leave the software but be aware that torrents often contain viruses and pirated software can land you in major legal trouble."

"Really? Wow is there a way I can get this deal too? This can be a secret kept between us."

"if you do not allow me to remove the software, I will have to call the police."

#42. Which of the following are notorious Malware cesspools? (Multiple choice)

Adult websites

Illegal file sharing (torrenting) websites

CNET

Facebook

Answers #1, #2 #3

Answers #1, #2

Answers #1, #3, #4

#43. A customer has more than three devices that utilize HDMI outputs, but their television only has two available HDMI inputs. The customer really wants to get all three of their devices working but does not want to spend too much money. What is the cheapest and most effective solution for the customer?

Purchasing an HDMI selector switch.

Purchasing a new television with more HDMI inputs.

Purchasing an A/V receiver.

Not using one of their devices.

#44. What is the standard distance between studs in most US residential structures?

8 - 12 inches

24 - 32 inches

16 - 24 inches

18 - 24 inches

#45. You get to customers home and the customer wants more work done then what is on the work order. How do you handle the situation?

Do the work free of charge

Politely decline and leave the house

Inform the customer those services will be extra and contact your manager to get a price

Do the work and update the customer of price increase after

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