HP2-H08_V2

Item 1 of 68

What is an advantage of DDR3 RAM?

A.

B.

C.

D.

Item 2 of 68

What can you do with an HP MultiBay or Upgrade Bay?

A.

B.

C.

D.

Item 3 of 68

What does AMT technology enable you to do? (Select two.)

A.

B.

C.

D.

E.

Item 4 of 68

What must you do to optimize the performance of a 64-bit processor?

A.

B.

C.

D.

NOTICE

Scroll down to see all available items.

Item 5 of 68

Mark item for review

Match each label with the correct port.

Item 7 of 68

What is a function of High-bandwidth Digital Content Protection (HDCP)?

A.

Item 6 of 68


Click the part of the graphic that identifies the Mobile PCI eXpress Module (MXM) card.

A.

B.

C.

D.

What is the difference between SATA and eSATA?

A.

B.

C.

D.

Item 9 of 68

A.

B.

C.

D.

E.

Item 10 of 68

Which type of connector is shown in the exhibit?

A.

B.

C.

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.)

D.

Item 11 of 68

Which statement is correct regarding third-party applications pre-installed on HP systems?

A.

B.

C.

D.

Item 12 of 68


Match the HP product with the feature that best identifies it.

Item 13 of 68

Which benefit does HP DriveGuard add to a notebook?

A.

B.

C.

D.

Item 14 of 68

Which HP product for post-warranty support is available to HP customers?

A.

B.

C.

D.

Item 15 of 68

Which devices are used to write data to removable media? (Select two.)

A.

B.

C.

D.

D.

E.

Item 16 of 68

Which hardware support service is available as an HP Care Pack Service?

A.

B.

C.

D.

Item 17 of 68

Which statement best describes the Trusted Platform Module (TPM)?

A.

B.

C.

D.

Item 18 of 68

Which statement is true about HP thin clients?

A.

B.

C.

D.

Item 19 of 68

What does HP QuickLook enable you to do?

A.

B.

C.

D.

Item 20 of 68

A.

B.

C.

D.

Item 21 of 68

Which tool is used to update desktops and notebooks proactively with select HP software and drivers?

A.

B.

C.

D.

Item 22 of 68

A.

A customer has reported intermittent lockups on a computer kept inside an enclosed cabinet. What is the most likely cause?

Which options are available as HP notebook security features? (Select two.)

B.

C.

D.

E.

Item 23 of 68

What is true regarding HP DriveLock if a user has forgotten the master password?

A.

B.

C.

D.

Item 24 of 68

A.

B.

C.

D.

Item 25 of 68

A.

B.

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?

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?

C.

D.

Item 26 of 68

A.

B.

C.

D.

Item 27 of 68

What is included with the recovery media set in addition to the operating system CD/DVD?

A.

B.

C.

D.

Item 28 of 68

A.

B.

C.

D.

Which replacement part can generate an Invalid Electronic Serial Number error?

What is the maximum recommended distance between two devices when communicating using Bluetooth?

Item 29 of 68

A.

B.

C.

D.

Item 30 of 68

The maximum amount of usable RAM in Microsoft Vista is limited by which factors? (Select two.)

A.

B.

C.

D.

E.

Item 31 of 68

What should you do to view details of the graphics driver?

A.

B.

C.

D.

Item 32 of 68

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?

Which tool should you use to set and change the Smart Card PIN on an HP notebook?

A.

B.

C.

D.

Item 33 of 68

Which statement best describes the function of HP Wireless Assistant?

A.

B.

C.

D.

Item 34 of 68

Which utility should be used to configure a WWAN device on an HP notebook?

A.

B.

C.

D.

Item 35 of 68

Which key should you press during bootup to access the HP BIOS Setup Configuration Utility?

A.

B.

B.

C.

D.

Item 36 of 68

A.

B.

C.

D.

Item 37 of 68

What should you do first to troubleshoot this issue?

A.

B.

C.

D.

Item 38 of 68

A.

You have determined that a computer has a defective hard drive. What is the next step in the HP Six-Step Troubleshooting Methodology process that you should take?

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.

A customer reports no sound after Windows XP loads. What is the first step you should take to identify the cause?

B.

C.

D.

Item 39 of 68

Which first step does HP recommend that you take to resolve compatibility and performance issues?

A.

B.

C.

D.

Item 40 of 68

An HP computer might display a microcode error after you replace which component?

A.

B.

C.

D.

Item 41 of 68

What is last step in the HP Six-Step Troubleshooting Methodology procedure?

A.

B.

C.

D.

Item 42 of 68

A.

B.

C.

D.

Item 43 of 68

Which technology does the monitor need to support to play a Blu-ray movie through a DVI connection?

A.

B.

C.

D.

Item 44 of 68

According to HP best practices, where should you verify the service history for a specific computer?

A.

B.

C.

D.

Item 45 of 68

A customer's Windows XP computer stops responding during startup. How can you isolate the cause with minimal impact to the customer?

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.

B.

C.

D.

Item 46 of 68

A.

B.

C.

D.

Item 47 of 68

Which utility is required to update the DMI after you have replaced a system board?

A.

B.

C.

D.

Item 48 of 68

A.

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 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.

B.

C.

D.

Item 49 of 68

What should you do first when a processor displays a temperature warning?

A.

B.

C.

D.

Item 50 of 68

A.

B.

C.

D.

Item 51 of 68

Where can you find the latest BIOS for an HP personal computer?

A.

B.

C.

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?

C.

D.

Item 52 of 68

What does HP Wireless Assistant enable you to do?

A.

B.

C.

D.

Item 53 of 68

A.

B.

C.

D.

Item 54 of 68

A.

B.

C.

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 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?

D.

Item 55 of 68

During which step of the HP Six-Step Troubleshooting Methodology does part replacement occur?

A.

B.

C.

D.

Item 56 of 68

A.

B.

C.

D.

Item 57 of 68

A customer has reported a potential safety issue with their HP computer. What should you do?

A.

B.

C.

D.

Item 58 of 68

After performing a QuickRestore of an HP notebook, you discover that the restore partition is missing. What is the probable cause?

A.

B.

C.

D.

Item 59 of 68

A.

B.

C.

D.

Item 60 of 68

Which element should be included in a report to HP?

A.

B.

C.

D.

Item 61 of 68

Which diagnostics tool should you use to qualify a memory issue?

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?

You are trying to locate a part number for warranty replacement of a faulty component. Which part number should you use?

A.

B.

C.

D.

Item 62 of 68

Where can you confirm an HP spare part number?

A.

B.

C.

D.

Item 63 of 68

A.

B.

C.

D.

E.

Item 64 of 68

A.

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 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?

B.

C.

D.

Item 65 of 68

What should the customer do to repair the notebook under warranty coverage?

A.

B.

C.

D.

Item 66 of 68

Which HP utility must you run before replacing a battery under warranty?

A.

B.

C.

D.

Item 67 of 68

A.

B.

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.

You need to disassemble an HP tablet PC that you are unfamiliar with. Which HP resource will provide you with video instruction?

B.

C.

D.

Item 68 of 68

From which two locations can you run the DPS test? (Select two.)

A.

B.

C.

D.

E.

Item 1 of 68


It is more power efficient than DDR2 memory.

Item 2 of 68


Install an additional hard drive or optical drive.

Install additional RAM memory.

Daisy chain up to two SCSI hard drives.

Install Bluetooth or wireless LAN devices.

Item 3 of 68

What does AMT technology enable you to do? (Select two.)

manage a computer without network connectivity

create and manage virtual machines

manage a computer even if it is powered off

Item 4 of 68



ECC memory correction is a standard feature.

It is asynchronous dynamic RAM, which improves performance.

It is compatible with DDR2 memory, which enables easy upgrades.



use Wake On Wireless LAN to power up a remote computer

manage a computer even if the operating system is not running


Install 64-bit compatible RAM.

Enable bit control in the BIOS.

Use a 64-bit operating system.

Install faster system memory.

Item 7 of 68

What is a function of High-bandwidth Digital Content Protection (HDCP)?


It enables you to view and store secure high-definition video and audio.


SATA has more drive options.

eSATA uses an external port.

SATA has lower power consumption.

eSATA uses a faster bus speed.

Item 9 of 68

Obtain the master PIN from the system administrator.

Press and hold the reset button on the back of the monitor.

Item 10 of 68

Which type of connector is shown in the exhibit?

IDE cable

USB cable

SATA cable

It enables you to view and store secure high-definition video and audio.

It provides the software to play secure high-definition content on non-HDCP compliant monitors.It provides full surround sound audio and high-definition video capabilities to DVI connections.It enables you to play secure high-definition content on a DVI monitor that is HDCP compliant.


A monitor is moved to a new computer. Upon power-up, the screen message Theft Mode displays. How can you restore the monitor to normal operation? (Select two.)

Disable the Theft Mode in HP Display Utility.

Enter the PIN in HP Display Assistant Utility.

Return the monitor to original computer and disable Theft Mode.


FireWire cable

Item 11 of 68

Which statement is correct regarding third-party applications pre-installed on HP systems?

Only Microsoft applications are supported.

Full product support is available for a fixed period.

The applications are not upgradable.

The full application can be downloaded from HP.com.


Item 13 of 68


Item 14 of 68

Which HP product for post-warranty support is available to HP customers?

Help Pack Services

Care Pack Services

Assistant Services

Service Pack Option

Item 15 of 68

Which devices are used to write data to removable media? (Select two.)


It protects the hard drive from moisture damage.

It detects sudden motion and temporarily stops the hard drive.

It enhances Windows Aero security performance.

It encrypts the hard drive data and password-protects it.



CD drive

DVD-RW drive

DVD drive

USB flash drive

Blu-ray drive

Item 16 of 68


24-Hour Call to Repair

8-Hour Same Business Day

PC Unit Exchange

Item 17 of 68


TPM is software for data encryption on HP PCs.

TPM is factory-configured hardware bound to a single system board.

TPM is a field-installable upgrade option.

Item 18 of 68

Which statement is true about HP thin clients?

They run Linux operating systems only.

They have no system BIOS.

They use an embedded operating system.

They have no network functionality.

Item 19 of 68

USB flash drive


4-Hour 24x7 Same Day


TPM is network software downloadable from the HP website.




Item 20 of 68

electrostatic discharge (ESD)

radio frequency interference (RFI)

high temperature

excessive vibration

Item 21 of 68

Which tool is used to update desktops and notebooks proactively with select HP software and drivers?

HP SoftPaq Download

HP Client Management Software Updates

HP Software Update

Item 22 of 68

motion sensor

access your Outlook data even if your device is in hibernate mode or powered offaccess HP technical data or support information on the Internet

view the contents of a system folder without opening that folder

view the complete system information relating to your notebook




HP Update Manager for Vista


Which options are available as HP notebook security features? (Select two.)

data encryption

processor change alert

integrated alarm

Item 23 of 68


The system board must be replaced.

The security jumper on the system board must be replaced.

Item 24 of 68

Regedit32: Hkey_Local_Machine

HP ProtectTools Security Manager

Item 25 of 68

Check the CPU driver for the latest version.

Replace the defective processor.

Trusted Platform Module (TPM)


The BIOS must be reset.

The drive cannot be recovered; the user data is lost.


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?

Windows Disk Management

Security menu in BIOS


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?

Item 26 of 68

processor

system board

hard drive

memory

Item 27 of 68

What is included with the recovery media set in addition to the operating system CD/DVD?

application configurations

third-party software

Item 28 of 68

5 meters (15 feet)

10 meters (30 feet)

Check the HP website for latest BIOS or microcode update.

Set the CMOS microcode settings to the default.




hardware drivers and HP provided applications

BIOS settings and available BIOS updates


What is the maximum recommended distance between two devices when communicating using

20 meters (65 feet)

15 meters (50 feet)

Item 29 of 68

SCSI and IDE devices cannot coexist in the same system.

Item 30 of 68

The maximum amount of usable RAM in Microsoft Vista is limited by which factors? (Select two.)

processor manufacturer

system chipset

operating system

memory drivers

hard drive capacity

Item 31 of 68

What should you do to view details of the graphics driver?

Item 32 of 68



The IDE drive has defaulted to the first boot device in the system boot order.

The SCSI drive is not terminated properly.

The IDE drive and SCSI drive have the same device ID.



Click the Driver Signing button in the hardware tab of System Properties.

Press F10 during bootup and access the Advanced option in the system BIOS.Click the Advanced button of Display Properties in Control Panel.

Click the Hardware Profiles button in System Properties.



Smart Card Security for HP ProtectTools

Security Center in Windows Control Panel

Credential Manager for HP ProtectTools

F10 Computer Setup Utility

Item 33 of 68

Which statement best describes the function of HP Wireless Assistant?

It uses the Windows Zero Configuration Utility.

Item 34 of 68

Which utility should be used to configure a WWAN device on an HP notebook?


Windows XP Zero Configuration Utility

Item 35 of 68


F2

F10


It displays information about devices such as PC cards.

It displays information about whether the wireless network is enabled or disabled.It enables and disables the integrated wireless devices on a notebook.


HP Connection Manager

HP Software Update Utility


F10

F1

F12

Item 36 of 68

Collect additional data

Implement preventive measures

Evaluate the data

Develop an action plan

Item 37 of 68


Replace the battery under warranty.

Verify that the docking station AC adapter has the correct wattage.

Replace the notebook system board.

Check the battery with the Battery Health Check Utility.

Item 38 of 68

Replace the system board.


You have determined that a computer has a defective hard drive. What is the next step in the HP Six-Step Troubleshooting Methodology process that you should take?




A customer reports no sound after Windows XP loads. What is the first step you should take to identify

Check the Device Manager.

Check for errors in the BIOS.

Start Windows in Safe Mode.

Item 39 of 68


Update HP software.

Item 40 of 68


hard drive

memory

system board

CMOS battery

Item 41 of 68

What is last step in the HP Six-Step Troubleshooting Methodology procedure?

Contact technical support

Check the warranty status


Collect data from the error log


Replace the hard drive.

Update the BIOS.




Item 42 of 68

Restore the factory image.

Enable boot logging.


Item 43 of 68


DVI-I

HDCP

DVI-D

VGA

Item 44 of 68

According to HP best practices, where should you verify the service history for a specific computer?

customer-supplied service records

Channel Services Network (CSN)

Microsoft Windows System Information

The Service Media Library (SML)

Item 45 of 68



Analyze the win.ini file.




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?

hardware profiles

on the USB device

BIOS setup utility

add/remove hardware option

Item 46 of 68

The USB port is defective.

An incorrect boot order is set in the BIOS.

The device is locked from user access.

Incorrect USB drivers are installed.

Item 47 of 68


hpsetcfg

battery health check

Item 48 of 68



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?


HP SoftPaq Download Utility

Drive Protection System




Restore the factory defaults on the computer.

Verify that memory supported by HP is installed.

Access the BIOS setup and ensure that the memory is being seen.

Item 49 of 68

What should you do first when a processor displays a temperature warning?

Install a new processor fan.

Replace the cache.

Reseat the processor.

Check the environment.

Item 50 of 68

Enable USB legacy support.

Change the boot order.

Item 51 of 68

Where can you find the latest BIOS for an HP personal computer?

HP Support Forums

HP Support & Drivers website

HP PartSurfer




Set the internal hard drive setting to master.

Set the external hard drive setting to slave.


HP PartSurfer

Item 52 of 68

What does HP Wireless Assistant enable you to do?

manage BIOS information

Item 53 of 68

Upgrade the firmware.

Replace the network adapter.

Check the network adapter drivers.

Reseat the network adapter.

Item 54 of 68

HP IT Resource Center (ITRC)


connect to a wireless WAN

manage hard drives

manage multiple wireless devices


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 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?

Upgrade the power supply to one with greater capacity.

Replace the system board and the power supply.

Recommend a power audit of the facility.

Replace the complete desktop.

Item 55 of 68


Develop and optimize an action plan

Determine if the problem is solved


Execute the action plan

Item 56 of 68

The QuickRestore media is corrupted.

The Restore Partition option was not selected during the QuickRestore.

Item 57 of 68

A customer has reported a potential safety issue with their HP computer. What should you do?

Escalate to HP for further investigation.

Try to duplicate the problem.

Repair the computer.

Item 58 of 68



After performing a QuickRestore of an HP notebook, you discover that the restore partition is missing. What is the probable cause?

The hard drive is faulty.

QuickRestore media does not restore the partition.


Confirm warranty coverage.


Recalibrate the battery to increase the battery capacity.

Item 59 of 68

option part number

warranty part number

assembly part number

spare part number

Item 60 of 68

Which element should be included in a report to HP?

a copy of the error log from the system BIOS

an explanation of the problem in high-level technical detail

the reasons for the delayed start of onsite service

the cause of the error and the parts replaced

Item 61 of 68


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?

Replace the battery under warranty as long as the notebook is still under warranty.Tell the customer that the battery warranty does not cover battery degradation.Advise the customer to purchase an HP Care Pack to cover the battery replacement.





HP Help and Support

HP Memory Manager

Item 62 of 68

Where can you confirm an HP spare part number?

HP Instant Reference Guide

HP Technology Center

HP PartSurfer

IT Resource Center

Item 63 of 68

Maintenance and Service Guide

Product User Guide

Product QuickSpecs

Product Troubleshooting Guide

Item 64 of 68

Advise the customer to contact their HP sales manager.

BIOS diagnostics

Windows Memory Test



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.)

Channel Service Network (CSN)


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?

Contact HP to escalate for further investigation.

Advise the customer to purchase an extended warranty.

Order replacement docking stations.

Item 65 of 68

What should the customer do to repair the notebook under warranty coverage?

The customer should check with the service center in the foreign country.

The customer has invalidated the warranty by traveling outside their region.

Item 66 of 68


Battery Validation Test

Built-In Self Test (BIST)

Battery Mark Test

Battery Health Check

Item 67 of 68

Service Media Library (SML)

Support Media subscription


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.

The customer can bring the notebook to any service center in any country.

The customer must return the product to a country where the product is supported.



You need to disassemble an HP tablet PC that you are unfamiliar with. Which HP resource will provide you with video instruction?

Support Media subscription

Maintenance and Service Guide

Onsite Agent’s Reference Set (OARS)

Item 68 of 68


System BIOS Diagnostics Menu

Windows Administrative tools

hpsetcfg tool


the reset button on the power supply

HP Vision Field Diagnostics


A.

B.

C.

D.

Item 2 of 68

A.

B.

C.

D.

E.

Item 3 of 68

Which statement about SATA II is correct?

A.

B.

C.

D.

Item 4 of 68


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.

B.

C.

D.

Item 6 of 68

Bluetooth is an example of which networking technology?

A.

B.

C.

Item 5 of 68


Match each label with the correct port.

D.

Item 7 of 68


A.

B.

C.

D.

Item 8 of 68

Which statement about SATA technology is correct?

A.

B.

C.

D.

Item 9 of 68


A.

B.

C.

D.

Item 10 of 68

Which range of colors does the HP DreamColor display?

A.

B.

C.

D.

Item 11 of 68

A.

B.

C.

D.

Item 12 of 68


A.

B.

C.

D.

Item 13 of 68

How does this condition affect the warranty?

Which operating system is supported by HP on HP desktop PCs?

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.

A.

B.

C.

D.

Item 14 of 68

Which HP product supports a RAID 5 configuration?

A.

B.

C.

D.

Item 15 of 68


A.

B.

C.

D.

Item 16 of 68

A.

B.

You are trying to determine the original default specification of an HP workstation. Where would you find this information?

C.

D.

Item 17 of 68


A.

B.

C.

D.

Item 18 of 68

Which statement is true regarding HP Firefox Virtual Browser?

A.

B.

C.

D.

Item 19 of 68


A.

B.

C.

D.

Item 20 of 68

A.

B.

C.

D.

Item 21 of 68

A.

B.

C.

D.

Item 22 of 68

A.

B.

C.

D.

Item 23 of 68

Which statements about the HP DriveLock password are correct? (Select two.)

What is the recommended electrostatic discharge (ESD) precaution that you should take before starting work on a computer?

After a customer has replaced a hard drive, how can they restore the PC or notebook to the factory-default configuration?

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.

B.

C.

D.

E.

Item 24 of 68


A.

B.

C.

D.

Item 25 of 68

A.

B.

C.

D.

Item 26 of 68

Where can you enable the Trusted Platform Module (TPM) option?

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.

B.

C.

D.

Item 27 of 68

Which HP tool enables you to update the BIOS in a Windows environment?

A.

B.

C.

D.

Item 28 of 68


A.

B.

C.

D.

Item 29 of 68

A.

B.

C.


D.

Item 30 of 68

A.

B.

C.

D.

Item 31 of 68

A.

B.

C.

D.

Item 32 of 68

What do you need to remember about thermal grease after replacing an AMD processor?

A.

B.

C.

D.


After installation of a new PC, the customer reports that it is running very slow over the network. What is the most likely cause?

Item 33 of 68

A.

B.

C.

D.

Item 34 of 68

A.

B.

C.

D.

Item 35 of 68

A.

B.

C.

D.

Item 36 of 68

HP is committed to the Return of Hazardous Substance (RoHS) environment standard. Which statement best defines this standard?



A.

B.

C.

D.

Item 37 of 68

In the HP Six-Step Troubleshooting Methodology, what is an example of evaluating data?

A.

B.

C.

D.

Item 38 of 68

What should you do before installing a replacement part in an HP workstation?

A.

B.

C.

D.

Item 39 of 68

Why should you validate the serial number on an HP notebook or desktop? (Select two.)

A.

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.

B.

C.

D.

E.

Item 40 of 68


A.

B.

C.

D.

Item 41 of 68

A.

B.

C.

D.

Item 42 of 68


An application on a customer's HP desktop has failed. Where can you find the application log file?


A.

B.

C.

D.

Item 43 of 68

A.

B.

C.

D.

Item 44 of 68

What should you do first when a customer reports low battery capacity?

A.

B.

C.

D.

Item 45 of 68

What information does the HP Battery Health Check utility provide about the battery?

A.

B.


C.

D.

Item 46 of 68

A.

B.

C.

D.

Item 47 of 68

A.

B.

C.

D.

Item 48 of 68

A.

B.

C.

D.

What should be the first step in troubleshooting a component that is not recognized by the system?


Which action should you suggest to a customer before you go onsite to replace an intermittently failing hard drive?

D.

Item 49 of 68

A.

B.

C.

D.

Item 50 of 68

A.

B.

C.

D.

Item 51 of 68

A.

B.

C.

D.

Other than on the serial number label, where can you access the serial number for an HP notebook or desktop?

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?


Item 52 of 68

A.

B.

C.

D.

Item 53 of 68

A.

B.

C.

D.

Item 54 of 68


A.

B.

C.

D.

Item 55 of 68




A.

B.

C.

D.

Item 56 of 68

A.

B.

C.

D.

Item 57 of 68

A.

B.

C.

D.

Item 58 of 68

What is the Channel Service Network?

A.

B.

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?


B.

C.

D.

Item 59 of 68

What is the function of the HP Support Assistant?

A.

B.

C.

D.

Item 60 of 68

Which HP utility is used for testing SATA hard drives on HP workstations?

A.

B.

C.

D.

Item 61 of 68

A.

B.

C.

D.

You are at a customer site to repair a computer and have determined that the replacement part is DOA. What should you do?

Item 62 of 68


A.

B.

C.

D.

Item 63 of 68


A.

B.

C.

D.

E.

Item 64 of 68

A.

B.

C.

D.

Item 65 of 68

When is it safe to power on a power supply that is disconnected from the other computer components?


A.

B.

C.

D.

Item 66 of 68

Which step is a required HP procedure for troubleshooting a hard drive?

A.

B.

C.

D.

Item 67 of 68

A.

B.

C.

D.

Item 68 of 68

Which HP tool replaces the HP Insight Diagnostics Utility?

A.

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?

B.

C.

D.


It is more power efficient than DDR2 memory.

Item 2 of 68

Obtain the master PIN from the system administrator.

Press and hold the reset button on the back of the monitor.

Item 3 of 68

Which statement about SATA II is correct?

SATA II supports native command queuing (NCQ).

SATA II is more power-efficient than SATA I devices.

SATA II cables can be folded safely.

Item 4 of 68


ECC memory correction is a standard feature.

It is asynchronous dynamic RAM, which improves performance.

It is compatible with DDR2 memory, which enables easy upgrades.


A monitor is moved to a new computer. Upon power-up, the screen message Theft Mode displays. How can you restore the monitor to normal operation? (Select two.)

Disable the Theft Mode in HP Display Utility.

Enter the PIN in HP Display Assistant Utility.

Return the monitor to original computer and disable Theft Mode.


SATA II can daisy chain up to six drives.


SATA has more drive options.

eSATA uses an external port.

SATA has lower power consumption.

eSATA uses a faster bus speed.

Item 6 of 68

Bluetooth is an example of which networking technology?

Wireless PAN

Wireless LAN

Wireless MAN


Wireless WAN

Item 7 of 68


Install an additional hard drive or optical drive.

Install additional RAM memory.

Daisy chain up to two SCSI hard drives.

Install Bluetooth or wireless LAN devices.

Item 8 of 68

Which statement about SATA technology is correct?

SAS hard drives can be connected to a SATA controller.

SATA hard drives can be connected directly to a SCSI controller.

SATA hard drives can be connected to a SAS controller.

SATA hard drives can be installed in a daisy chain configuration.

Item 9 of 68


Install 64-bit compatible RAM.

Enable bit control in the BIOS.

Use a 64-bit operating system.

Item 10 of 68

Which range of colors does the HP DreamColor display?




Install faster system memory.


more than 1 billion colors in a 30-bit, LED-backlit display

more than 10 billion colors in a 30-bit, LED-backlit display

up to 1 million colors in a 30-bit, LED-backlit display

up to 10 million colors in a 30-bit, LED-backlit display

Item 11 of 68

Ubuntu Linux

Windows Server 2008

Windows Vista

Windows 2000

Item 12 of 68


Item 13 of 68

How does this condition affect the warranty?


Which operating system is supported by HP on HP desktop PCs?


access your Outlook data even if your device is in hibernate mode or powered offaccess HP technical data or support information on the Internet

view the contents of a system folder without opening that folder

view the complete system information relating to your notebook


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

The warranty covers accidental damage cases.

Contamination issues void the warranty of mice and keyboards only.

Item 14 of 68

Which HP product supports a RAID 5 configuration?

notebook

slimline desktop

mobile workstation

Item 15 of 68


24-Hour Call to Repair

8-Hour Same Business Day

PC Unit Exchange

Item 16 of 68

The warranty is voided by this condition.

The warranty is unaffected if the customer decides to purchase accidental damage protection.


desktop workstation


4-Hour 24x7 Same Day


You are trying to determine the original default specification of an HP workstation. Where would you find this information?

BIOS

asset tag

Item 17 of 68


TPM is software for data encryption on HP PCs.

TPM is a field-installable upgrade option.

Item 18 of 68

Which statement is true regarding HP Firefox Virtual Browser?

It is run as a plug-in for Mozilla Firefox 3 and later on HP machines.

Item 19 of 68


product number

serial number


TPM is factory-configured hardware bound to a single system board.

TPM is network software downloadable from the HP website.


It creates a secure virtualization layer that prevents malware and viruses.It can be enabled on all new HP desktops in the system BIOS and run from the boot menu.

It is not installed on client machines and runs from a server to provide a virtual environment.


It protects the hard drive from moisture damage.

It detects sudden motion and temporarily stops the hard drive.

It enhances Windows Aero security performance.

It encrypts the hard drive data and password-protects it.

Item 20 of 68

Use a power outlet to ground the computer.

Store all electronic parts in a plastic bag.

Touch a metallic portion of the case to establish ground.

Put on a grounded wrist strap.

Item 21 of 68

Item 22 of 68

Verify that no third-party memory is installed.

Check the disabled memory slot in BIOS.

Check the disabled memory hole in the system BIOS.

Determine the amount of shared video memory.

Item 23 of 68

Which statements about the HP DriveLock password are correct? (Select two.)


What is the recommended electrostatic discharge (ESD) precaution that you should take before starting work on a computer?


After a customer has replaced a hard drive, how can they restore the PC or notebook to the factory-default configuration?

by restoring the settings from the preinstalled operating system on the new hard driveby purchasing a new operating system from Microsoft

by using the recovery media created during the installation process

by using the recover operating system option within the BIOS


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?


It is stored in the system BIOS.

It cannot be reset if the password is forgotten.

It can be reset through User Accounts in the Control Panel.

Item 24 of 68


The system board must be replaced.

The security jumper on the system board must be replaced.

Item 25 of 68

Is it the only account on the computer?

Item 26 of 68

Where can you enable the Trusted Platform Module (TPM) option?

It protects the data on the hard drive using encryption.

It can be reset by removing and reseating the real-time clock battery.


The BIOS must be reset.

The drive cannot be recovered; the user data is lost.


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

Is it an administrator account?

Is the computer a member of the correct domain?

Is he using the correct user name?


BIOS

Internet security settings

Device Manager

Item 27 of 68

Which HP tool enables you to update the BIOS in a Windows environment?

HPQFlash Utility


EROMPAQ flash utility

cpqtag utility

Item 28 of 68


Smart Card Security for HP ProtectTools

Security Center in Windows Control Panel

Credential Manager for HP ProtectTools


Item 29 of 68

processor

system board

hard drive

Windows Control Panel





memory

Item 30 of 68

electrostatic discharge (ESD)

radio frequency interference (RFI)

high temperature

excessive vibration

Item 31 of 68

The IP address is incorrect.

DHCP is disabled.

The memory needs to be replaced.

The Ethernet card has autonegotiated 10Mb speed.

Item 32 of 68

What do you need to remember about thermal grease after replacing an AMD processor?

Currently shipping AMD CPUs do not need thermal grease.




After installation of a new PC, the customer reports that it is running very slow over the network. What is the most likely cause?


You should clean the CPU and heat sink and carefully apply the entire syringe of grease in an even layer.You should clean the CPU and heat sink and apply 50% of the grease in the syringe evenly over the processor. If the heat sink and the CPU show no signs of wear, you do not need thermal grease.

Item 33 of 68

RoHS regulates the supply and return of notebook batteries.

RoHS defines the policy for the disposal of obsolete equipment.

RoHS defines the process for a compliant processor upgrade.

Item 34 of 68

SCSI and IDE devices cannot coexist in the same system.

Item 35 of 68

Develop and optimize an action plan

Determine if the problem is solved


Execute the action plan

Item 36 of 68


HP is committed to the Return of Hazardous Substance (RoHS) environment standard. Which statement best defines this standard?

RoHS regulates the supply and return of parts containing restrictive materials.



The IDE drive has defaulted to the first boot device in the system boot order.The SCSI drive is not terminated properly.

The IDE drive and SCSI drive have the same device ID.


During which step of the HP Six-Step Troubleshooting Methodology does part replacement


memory

Item 37 of 68

In the HP Six-Step Troubleshooting Methodology, what is an example of evaluating data?

downloading a maintenance guide

installing service packs

Item 38 of 68

What should you do before installing a replacement part in an HP workstation?

Validate the issue.

Confirm the warranty.

Item 39 of 68

Why should you validate the serial number on an HP notebook or desktop? (Select two.)

to verify the original computer configuration

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?

system board

hard drive

processor


asking the customer to describe the symptoms of the problem

deciding whether the problem is caused by hardware or software failure


Reload the operating system.

Format the drive.


to verify the original computer configuration

to activate pre-installed software

to reactivate the operating system

to ensure that the product is covered under warranty

to enable HP applications

Item 40 of 68


F2

F10

F1

F12

Item 41 of 68

root directory

MPS report

temp directory

system dump report

Item 42 of 68




An application on a customer's HP desktop has failed. Where can you find the application log




Verify that the docking station AC adapter has the correct wattage.

Replace the notebook system board.

Check the battery with the Battery Health Check Utility.

Item 43 of 68

Restore the factory image.

Enable boot logging.


Item 44 of 68

What should you do first when a customer reports low battery capacity?

Test the battery using EFI Diagnostics.

Item 45 of 68

What information does the HP Battery Health Check utility provide about the battery?

warranty ID



Analyze the win.ini file.


Run the HP Battery Health Check.

Run HP Vision Field diagnostics.



number of charges remaining

name of the manufacturer

Item 46 of 68

Exchange the component with a "known good" component.

Reseat the component.

Reinstall all drivers related to this component.

Remove the component from the system.

Item 47 of 68

Update HP software.

Item 48 of 68

Print all relevant error logs.

Create a user ID.

Back up important data.

Provide the login password.

serial number


What should be the first step in troubleshooting a component that is not recognized by the


Which first step does HP recommend that you take to resolve compatibility and performance


Update the BIOS.



Which action should you suggest to a customer before you go onsite to replace an intermittently failing hard drive?

Provide the login password.

Item 49 of 68

F2 Utility

Drive Protection System (DPS) test

BIOS Setup Utility

Item 50 of 68

Replace the network cable from the PC and try to print.

Get the IP address from the printer and try to ping the address.

Change the drivers for the network printer and resend the print job.

Get the IP address of the NIC for the PC and try to ping the address.

Item 51 of 68


Restore the factory defaults on the computer.

Verify that memory supported by HP is installed.

Access the BIOS setup and ensure that the memory is being seen.


Other than on the serial number label, where can you access the serial number for an HP notebook or desktop?

Bootlog file


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?



Item 52 of 68

Enable USB legacy support.

Change the boot order.

Item 53 of 68

DVI-I

HDCP

DVI-D

VGA

Item 54 of 68


hard drive

memory

system board

CMOS battery

Item 55 of 68




Set the internal hard drive setting to master.

Set the external hard drive setting to slave.


Which technology does the monitor need to support to play a Blu-ray movie through a DVI



hpsetcfg

battery health check

Item 56 of 68

that the Wi-Fi devices can detect the access point

that the Wi-Fi device can obtain an IP address

that the Wi-Fi devices are enabled and turned on

Item 57 of 68

option part number

warranty part number

assembly part number

spare part number

Item 58 of 68

What is the Channel Service Network?

a support website for authorized support personnel


Drive Protection System


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?

that the access point has an SSID




a website that allows product warranty registration

an internal HP website that provides service information

Item 59 of 68

What is the function of the HP Support Assistant?

to run diagnostics on a computer that will not boot

to reinstall an operating system to the factory default state

to test the availability of the operating system

Item 60 of 68

Which HP utility is used for testing SATA hard drives on HP workstations?

Array Configuration Utility (ACU)

Vision Diagnostics


Disk Defragmenter

Item 61 of 68

Call HP technical support.

Open a new support case with HP.

Replace the part as assigned.

Cancel the onsite service.

a website that allows product warranty registration

a website where customers can locate customer self-repair (CSR) components


to access any and all diagnostics utilities available on a particular platform



You are at a customer site to repair a computer and have determined that the replacement part is DOA. What should you do?

Item 62 of 68


HP Help and Support

HP Memory Manager

Item 63 of 68


System BIOS Diagnostics Menu

Windows Administrative tools

hpsetcfg tool

Item 64 of 68

Item 65 of 68


BIOS diagnostics

Windows Memory Test


the reset button on the power supply

HP Vision Field Diagnostics


When is it safe to power on a power supply that is disconnected from the other computer

when the power supply has a Built-in Self-Test (BIST)

when the power supply is removed from the desktop or workstation

when the power supply is properly installed in the desktop or workstationwhen the power supply is connected through a UPS



Battery Validation Test


Battery Mark Test

Battery Health Check

Item 66 of 68

Which step is a required HP procedure for troubleshooting a hard drive?

Use the hpsetcfg tool.

Run the Drive Protection System (DPS) tool.

Run the HP Backup and Recovery Manager.

Run a memory check on the system RAM.

Item 67 of 68

No option is available; the system is no longer supportable.

The customer must pay for service and any parts required.

The customer must purchase an additional HP Care Pack.

The customer should call HP to arrange a warranty extension.

Item 68 of 68

Which HP tool replaces the HP Insight Diagnostics Utility?



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?


Software Update Utility

Support Framework

Diagnostics for Windows

Vision Field Diagnostics

HP2-H08_V2

Documents

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