Q61.A technician receives a call from a user who is unable to open Outlook. The user states that Outlook worked fine yesterday, but the computer may have restarted sometime overnight. Which of the following is the MOST likely reason Outlook has stopped functioning?

A. Spam filter installation
B. Invalid registry settings
C. Malware infection
D. Operating system update

Q62.A technician has been tasked with troubleshooting audiovisual issues in a conference room. The meeting presenters are unable to play a video with sound. The following error is received:

The Audio Driver is not running.

Which of the following will MOST likely resolve the issue?

A. compmgmt.msc
B. regedit.exe
C. explorer.exe
D. taskmgr.exe
E. gpmc.msc
F. services.msc

Q63.A user updates a mobile device’s OS. A frequently used application becomes consistently unresponsive immediately after the device is launched. Which of the following troubleshooting steps should the user perform FIRST?

A. Delete the application’s cache.
B. Check for application updates.
C. Roll back the OS update.
D. Uninstall and reinstall the application.

Q64.A user receives a notification indicating the data plan on the user’s corporate phone has reached its limit. The user has also noted the performance of the phone is abnormally slow. A technician discovers a third-party GPS application was installed on the phone. Which of the following is the MOST likely cause?

A. The GPS application is installing software updates.
B. The GPS application contains malware.
C. The GPS application is updating its geospatial map data.
D. The GPS application is conflicting with the built-in GPS.

Q65.DRAG DROP
–

A customer recently experienced a power outage at a SOHO. The customer does not think the components are connected properly. A print job continued running for several minutes after the power failed, but the customer was not able to interact with the computer.

Once the UPS stopped beeping, all functioning devices also turned off.

In case of a future power failure, the customer wants to have the most time available to save cloud documents and shut down the computer without losing any data.

INSTRUCTIONS
–

Based on the customer’s requirements, connect the customer’s devices to the proper outlets. Select the power source for the Surge Protector and UPS. This may require reselecting dropdowns or removing tokens.

Each token may only be used once.

If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

Hint answer: A

Q66.A technician has verified that a user’s computer has a virus, and the antivirus software is out of date. Which of the following steps should the technician take NEXT?

A. Quarantine the computer.
B. Use a previous restore point.
C. Educate the end user about viruses.
D. Download the latest virus definitions.

Q67.A user’s mobile phone has become sluggish. A systems administrator discovered several malicious applications on the device and reset the phone. The administrator installed MDM software. Which of the following should the administrator do to help secure the device against this threat in the future? (Choose two.)

A. Prevent a device root.
B. Disable biometric authentication.
C. Require a PIN on the unlock screen.
D. Enable developer mode.
E. Block a third-party application installation.
F. Prevent GPS spoofing.

Q68.A homeowner recently moved and requires a new router for the new ISP to function correctly. The internet service has been installed and has been confirmed as functional. Which of the following is the FIRST step the homeowner should take after installation of all relevant cabling and hardware?

A. Convert the PC from a DHCP assignment to a static IP address.
B. Run a speed test to ensure the advertised speeds are met
C. Test all network sharing and printing functionality the customer uses.
D. Change the default passwords on new network devices.

Q69.A technician needs to recommend the best backup method that will mitigate ransomware attacks. Only a few files are regularly modified; however, storage space is a concern. Which of the following backup methods would BEST address these concerns?

A. Full
B. Differential
C. Off-site
D. Grandfather-father-son

Q70.A user reports that text on the screen is too small. The user would like to make the text larger and easier to see. Which of the following is the BEST way for the user to increase the size of text, applications, and other items using the Windows 10 Settings tool?

A. Open Settings, select Devices, select Display, and change the display resolution to a lower resolution option.
B. Open Settings, select System, select Display, and change the display resolution to a lower resolution option.
C. Open Settings, select System, select Display, and change the Scale and layout setting to a higher percentage.
D. Open Settings, select Personalization, select Display, and change the Scale and layout setting to a higher percentage.

Q71.Which of the following physical security controls can prevent laptops from being stolen?

A. Encryption
B. LoJack
C. Multi Factor authentication
D. Equipment lock
E. Bollards

Q72.A company is retiring old workstations and needs a certificate of destruction for all hard drives. Which of the following would be BEST to perform on the hard drives to ensure the data is unrecoverable? (Choose two.)

A. Standard formatting
B. Drilling
C. Erasing
D. Recycling
E. Incinerating
F. Low-level formatting

Q73.A technician installs specialized software on a workstation. The technician then attempts to run the software. The workstation displays a message indicating the software is not authorized to run. Which of the following should the technician do to MOST likely resolve the issue?

A. Grant permissions to the installation directory.
B. Attach the external hardware token.
C. Install OS updates.
D. Restart the workstation after installation

Q74.A small business owner wants to install newly purchased software on all networked PCs. The network is not configured as a domain, and the owner wants to use the easiest method possible. Which of the following is the MOST efficient way for the owner to install the application?

A. Use a network share to share the installation files.
B. Save software to an external hard drive to install.
C. Create an imaging USB for each PC.
D. Install the software from the vendor’s website.

Q75.A technician needs to interconnect two offices to the main branch while complying with good practices and security standards. Which of the following should the technician implement?

A. MSRA
B. VNC
C. VPN
D. SSH

Q76.A technician downloads a validated security tool and notes the vendor hash of a11e11a1. When the download is complete, the technician again validates the hash, but the value returns as 2a222a2b2. Which of the following is the MOST likely cause of the issue?

A. Private-browsing mode
B. Invalid certificate
C. Modified file
D. Browser cache

Q77.A systems administrator is setting up a Windows computer for a new user. Corporate policy requires a least privileged environment. The user will need to access advanced features and configuration settings for several applications. Which of the following BEST describes the account access level the user will need?

A. Power user account
B. Standard account
C. Guest account
D. Administrator account

Q78.A technician is replacing the processor in a desktop computer. Prior to opening the computer, the technician wants to ensure the internal components are protected. Which of the following safety procedures would BEST protect the components in the PC? (Choose two.)

A. Utilizing an ESD strap
B. Disconnecting the computer from the power source
C. Placing the PSU in an antistatic bag
D. Ensuring proper ventilation
E. Removing dust from the ventilation fans
F. Ensuring equipment is grounded

Q79.A user connected a laptop to a wireless network and was tricked into providing log-in credentials for a website. Which of the following threats was used to carry out the attack?

A. Zero day
B. Vishing
C. DDoS
D. Evil twin

Q80.A user received the following error upon visiting a banking website:
The security certificate presented by this website was issued for a different website’s address. A technician should instruct the user to:

A. clear the browser cache and contact the bank.
B. close out of the site and contact the bank.
C. continue to the site and contact the bank
D. update the browser and contact the bank.

Q81.Which of the following file extensions are commonly used to install applications on a macOS machine? (Choose three.)

A. .mac
B. .pkg
C. .deb
D. .dmg
E. .msi
F. .appx
G. .app
H. .apk

Q82.After returning from vacation, a user is unable to connect to the network at the corporate office. Windows allows the user to log in; however, no internal or external websites are accessible when running a browser. The user’s expected network shares are unreachable, and all websites attempt to return the message, `Hmm, we can’t reach this page.` Which of the following is the MOST likely cause of this issue?

A. The user’s password expired while on vacation.
B. The user clicked on a malicious email.
C. The user connected to a captive portal while traveling.
D. The user enabled airplane mode.

Q83.A user turns on a new laptop and attempts to log in to specialized software, but receives a message stating that the address is already in use. The user logs on to the old desktop and receives the same message. A technician checks the account and sees a comment that the user requires a specifically allocated address before connecting to the software. Which of the following should the technician do to MOST likely resolve the issue?

A. Bridge the LAN connection between the laptop and the desktop.
B. Set the laptop configuration to DHCP to prevent conflicts.
C. Remove the static IP configuration from the desktop.
D. Replace the network card in the laptop, as it may be defective.

Q84.A technician is setting up a backup method on a workstation that only requires two sets of tapes to restore. Which of the following would BEST accomplish this task?

A. Differential backup
B. Off-site backup
C. Incremental backup
D. Full backup

Q85.An administrator has submitted a change request for an upcoming server deployment. Which of the following must be completed before the change can be approved?

A. Risk analysis
B. Sandbox testing
C. End user acceptance
D. Lessons learned

Q86.A user’s smartphone data usage is well above average. The user suspects an installed application is transmitting data in the background. The user would like to be alerted when an application attempts to communicate with the internet. Which of the following BEST addresses the user’s concern?

A. Operating system updates
B. Remote wipe
C. Antivirus
D. Firewall

Q87.A help desk technician is troubleshooting a workstation in a SOHO environment that is running above normal system baselines. The technician discovers an unknown executable with a random string name running on the system. The technician terminates the process, and the system returns to normal operation. The technician thinks the issue was an infected file, but the antivirus is not detecting a threat. The technician is concerned other machines may be infected with this unknown virus. Which of the following is the MOST effective way to check other machines on the network for this unknown threat?

A. Run a startup script that removes files by name.
B. Provide a sample to the antivirus vendor.
C. Manually check each machine.
D. Monitor outbound network traffic.

Q88.A macOS user needs to create another virtual desktop space. Which of the following applications will allow the user to accomplish this task?

A. Dock
B. Spotlight
C. Mission Control
D. Launchpad

Q89.A desktop support technician is tasked with migrating several PCs from Windows 7 Pro to Windows 10 Pro. The technician must ensure files and user preferences are retained, must perform the operation locally, and should migrate one station at a time. Which of the following methods would be MOST efficient?

A. Golden image
B. Remote network install
C. In-place upgrade
D. Clean install

Q90.HOTSPOT
–

An executive has contacted you through the help-desk chat support about an issue with a mobile device.

Assist the executive to help resolve the issue.

INSTRUCTIONS
–

Select the MOST appropriate statement for each response.

If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

Hint answer:

Q91.A technician is working to resolve a Wi-Fi network issue at a doctor’s office that is located next to an apartment complex. The technician discovers that employees and patients are not the only people on the network. Which of the following should the technician do to BEST minimize this issue?

A. Disable unused ports.
B. Remove the guest network.
C. Add a password to the guest network.
D. Change the network channel

Q92.A team of support agents will be using their workstations to store credit card data. Which of the following should the IT department enable on the workstations in order to remain compliant with common regulatory controls? (Choose two.)

A. Encryption
B. Antivirus
C. AutoRun
D. Guest accounts
E. Default passwords
F. Backups

Q93.A user reports a PC is running slowly. The technician suspects high disk I/O. Which of the following should the technician perform NEXT?

A. resmon.exe
B. msconfig.exe
C. dfrgui.exe
D. msinfo32.exe

Q94.A user opened a ticket regarding a corporate-managed mobile device. The assigned technician notices the OS is several versions out of date. The user is unaware the OS version is not current because auto-update is turned on. Which of the following is MOST likely the cause of the issue?

A. The device does not have enough free space to download the OS updates.
B. The device needs user confirmation to update to a major release.
C. The device is not compatible with the newest version of the OS.
D. The device is restricted from updating due to a corporate security policy.

Q95.While browsing a website, a staff member received a message that the website could not be trusted. Shortly afterward, several other colleagues reported the same issue across numerous other websites. Remote users who were not connected to corporate resources did not have any issues. Which of the following is
MOST likely the cause of this issue?

A. A bad antivirus signature update was installed.
B. A router was misconfigured and was blocking traffic.
C. An upstream internet service provider was flapping.
D. The time or date was not in sync with the website.

Q96.As part of a CYOD policy, a systems administrator needs to configure each user’s Windows device to require a password when resuming from a period of sleep or inactivity. Which of the following paths will lead the administrator to the correct settings?

A. Use Settings to access Screensaver settings.
B. Use Settings to access Screen Timeout settings.
C. Use Settings to access General.
D. Use Settings to access Display.

Q97.A technician is setting up a new laptop. The company’s security policy states that users cannot install virtual machines. Which of the following should the technician implement to prevent users from enabling virtual technology on their laptops?

A. UEFI password
B. Secure boot
C. Account lockout
D. Restricted user permissions

Q98.Which of the following is an example of MFA?

A. Fingerprint scan and retina scan
B. Password and PIN
C. Username and password
D. Smart card and password

Q99.A user attempts to open some files, but a message appears stating that the files are encrypted. The user was able to access these files before without receiving this message, and no changes have been made within the company. Which of the following has infected the computer?

A. Cryptominer
B. Phishing
C. Ransomware
D. Keylogger

Q100.Security software was accidentally uninstalled from all servers in the environment. After requesting the same version of the software be reinstalled, the security analyst learns that a change request will need to be filled out. Which of the following is the BEST reason to follow the change management process in this scenario?

A. Owners can be notified a change is being made and can monitor it for performance impact.
B. A risk assessment can be performed to determine if the software is needed.
C. End users can be aware of the scope of the change.
D. A rollback plan can be implemented in case the software breaks an application.

Q101.An architecture firm is considering upgrading its computer-aided design (CAD) software to the newest version that forces storage of backups of all CAD files on the software’s cloud server. Which of the following is MOST likely to be of concern to the IT manager?

A. All updated software must be tested with all system types and accessories.
B. Extra technician hours must be budgeted during installation of updates.
C. Network utilization will be significantly increased due to the size of CAD files.
D. Large update and installation files will overload the local hard drives.

Q102.A customer reported that a home PC with Windows 10 installed in the default configuration is having issues loading applications after a reboot occurred in the middle of the night. Which of the following is the FIRST step in troubleshooting?

A. Install alternate open-source software in place of the applications with issues.
B. Run both CPU and memory tests to ensure that all hardware functionality is normal.
C. Check for any installed patches and roll them back one at a time until the issue is resolved.
D. Reformat the hard drive, and then reinstall the newest Windows 10 release and all applications.

Q103.A technician is investigating an employee’s smartphone that has the following symptoms:
✑ The device is hot, even when it is not in use.
✑ Applications crash, especially when others are launched.
✑ Certain applications, such as GPS, are in portrait mode when they should be in landscape mode.
Which of the following can the technician do to MOST likely resolve these issues with minimal impact? (Choose two.)

A. Turn on autorotation.
B. Activate airplane mode.
C. Close unnecessary applications.
D. Perform a factory reset.
E. Update the device’s operating system.
F. Reinstall the applications that have crashed

Q104.A technician is troubleshooting a customer’s PC and receives a phone call. The technician does not take the call and sets the phone to silent. Which of the following BEST describes the technician’s actions?

A. Avoid distractions
B. Deal appropriately with customer’s confidential material
C. Adhere to user privacy policy
D. Set and meet timelines

Q105.A technician is working with a company to determine the best way to transfer sensitive personal information between offices when conducting business. The company currently uses USB drives and is resistant to change. The company’s compliance officer states that all media at rest must be encrypted. Which of the following would be the BEST way to secure the current workflow?

A. Deploy a secondary hard drive with encryption on the appropriate workstation.
B. Configure a hardened SFTP portal for file transfers between file servers.
C. Require files to be individually password protected with unique passwords.
D. Enable BitLocker To Go with a password that meets corporate requirements.

Q106.A technician needs to format a USB drive to transfer 20GB of data from a Linux computer to a Windows computer. Which of the following filesystems will the technician MOST likely use?

A. FAT32
B. ext4
C. NTFS
D. exFAT

Q107.A technician is troubleshooting an issue involving programs on a Windows 10 machine that are loading on startup but causing excessive boot times. Which of the following should the technician do to selectively prevent programs from loading?

A. Right-click the Windows button, then select Run… entering shell:startup and clicking OK, and then move items one by one to the Recycle Bin.
B. Remark out entries listed HKEY_LOCAL_MACHINE>SOFTWARE>Microsoft>Windows>CurrentVersion>Run.
C. Manually disable all startup tasks currently listed as enabled and reboot, checking for issue resolution at startup.
D. Open the Startup tab and methodically disable items currently listed as enabled and reboot, checking for issue resolution at each startup.

Q108.A bank would like to enhance building security in order to prevent vehicles from driving into the building while also maintaining easy access for customers. Which of the following BEST addresses this need?

A. Guards
B. Bollards
C. Motion sensors
D. Access control vestibule

Q109.The findings from a security audit indicate the risk of data loss from lost or stolen laptops is high. The company wants to reduce this risk with minimal impact to users who want to use their laptops when not on the network. Which of the following would BEST reduce this risk for Windows laptop users?

A. Requiring strong passwords
B. Disabling cached credentials
C. Requiring MFA to sign on
D. Enabling BitLocker on all hard drives

Q110.A suite of security applications was installed a few days ago on a user’s home computer. The user reports that the computer has been running slowly since the installation. The user notices the hard drive activity light is constantly solid. Which of the following should be checked FIRST?

A. Services in Control Panel to check for overutilization
B. Performance Monitor to check for resource utilization
C. System File Checker to check for modified Windows files
D. Event Viewer to identify errors

Q111.A field technician applied a Group Policy setting to all the workstations in the network. This setting forced the workstations to use a specific SNTP server. Users are unable to log in now. Which of the following is the MOST likely cause of this issue?

A. The SNTP server is offline.
B. A user changed the time zone on a local machine.
C. The Group Policy setting has disrupted domain authentication on the system.
D. The workstations and the authentication server have a system clock difference.

Q112.A user needs assistance changing the desktop wallpaper on a Windows 10 computer. Which of the following methods will enable the user to change the wallpaper using a Windows 10 Settings tool?

A. Open Settings, select Accounts, select Your info, click Browse, and then locate and open the image the user wants to use as the wallpaper.
B. Open Settings, select Personalization, click Browse, and then locate and open the image the user wants to use as the wallpaper.
C. Open Settings, select System, select Display, click Browse, and then locate and open the image the user wants to use as the wallpaper.
D. Open Settings, select Apps, select Apps & features, click Browse, and then locate and open the image the user wants to use as the wallpaper.

Q113.Antivirus software indicates that a workstation is infected with ransomware that cannot be quarantined. Which of the following should be performed FIRST to prevent further damage to the host and other systems?

A. Power off the machine.
B. Run a full antivirus scan.
C. Remove the LAN card.
D. Install a different endpoint solution.

Q114.A malicious file was executed automatically when a flash drive was plugged in. Which of the following features would prevent this type of incident?

A. Disabling UAC
B. Restricting local administrators
C. Enabling UPnP
D. Turning off AutoPlay

Q115.A call center handles inquiries into billing issues for multiple medical facilities. A security analyst notices that call center agents often walk away from their workstations, leaving patient data visible for anyone to see. Which of the following should a network administrator do to BEST prevent data theft within the call center?

A. Encrypt the workstation hard drives.
B. Lock the workstations after five minutes of inactivity.
C. Install privacy screens.
D. Log off the users when their workstations are not in use.

Q116.SIMULATION
–

Welcome to your first day as a Fictional Company, LLC helpdesk employee. Please work the tickets in your helpdesk ticket queue.

INSTRUCTIONS
–

Click on individual tickets to see the ticket details. View attachments to determine the problem.

Select the appropriate issue from the ‘Issue’ drop-down menu. Then, select the MOST efficient resolution from the ‘Resolution’ drop-down menu. Finally, select the proper command or verification to remediate or confirm your fix of the issue from the ‘Verify/Resolve’ drop-down menu.

If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

Hint answer:

Q117.Which of the following provide the BEST way to secure physical access to a data center server room? (Choose two.)

A. Biometric lock
B. Badge reader
C. USB token
D. Video surveillance
E. Locking rack
F. Access control vestibule

Q118.A change advisory board just approved a change request. Which of the following is the MOST likely next step in the change process?

A. End user acceptance
B. Perform risk analysis
C. Communicate to stakeholders
D. Sandbox testing

Q119.An analyst needs GUI access to server software running on a macOS server. Which of the following options provides the BEST way for the analyst to access the macOS server from the Windows workstation?

A. RDP through RD Gateway
B. Apple Remote Desktop
C. SSH access with SSH keys
D. VNC with username and password

Q120.A user is experiencing frequent malware symptoms on a Windows workstation. The user has tried several times to roll back the state, but the malware persists.
Which of the following would MOST likely resolve the issue?

A. Quarantining system files
B. Reimagining the workstation
C. Encrypting the hard drive
D. Disabling TLS 1.0 support