Module 1 Learning check answers 1. What is the main distinguishing feature between a desktop and a workstation? a.

Graphics capabilities 2. What year was a product with the serial number CND4051234 built? a. 2004 3. Which of the following are encoded in the model key? a. Make and model c. Components d. Warranty 4. Can HP warranties be extended after a product is purchased? a. Yes 5. Which number would you use to order an upgrade? a. Option part Number Module 2 What is an important service impact of products that use DDR3 memory modules? (Select the correct answer) c. The modules are not interchangeable with DDR2 2. How does HP normally provide the operating system in an HP computer? a. Pre-installed software with a full OEM license 3. What is an option called that a customer chooses when purchasing a system? b. After market option 4. What is the difference between the HP Docking Station and the HP Advanced Docking Station? B. Additional expansion

5. Which products can be fitted with a solenoid hood lock? a. Desktops b. Workstations 6. How is HP ProtectTools Embedded Security implemented on HP computers? c. In a cryptoprocessor chip Module 3 1. Which of these utilities allows you to run a HDD Drive Self Test? a. Computer Setup c. HP Insight Diagnostics d. HP Instant Support Professional Edition 2. Which characteristics apply to the HDD Drive Self Test? a. Operating system independent d. Firmware-based 3. Which HP diagnostics utility can still be used if you cannot boot into Windows? d. Insight Diagnostics 4. Which component is tested by the Built-in Self Test (BIST)? b. Power supply 5. What must you do before running the HP Battery Check? a. Connect AC power d. Remove the secondary battery, if present Module 4 1. Which of the following would be an example of starting with the simplest first in response to a Non-system disk error? a. Checking for a nonbootable diskette 2. While executing the action plan, change more than one variable at a time to reduce troubleshooting time. False 3. You have gathered the customer's preliminary information including who

the customer is and the customer's environment. What should you also check? A. How many units are involved, C. When the trouble started and what changes, if any, were made, D. Which versions of hardware and software the customer is using 4. Before you start to troubleshoot, you should verify that the customer has met their responsibilities. What should you verify? C. That the product has a supported operating system. D. That a current antivirus software application is being used. Module 5 Learning check answers 1. Data is lost if a drive fails in a RAID 1+0 configuration? False 2. What should you always do before replacing a system board? b. Remove power to the system c. Save the BIOS settings to removable media 3. SCSI drives take precedence when used with IDE drives. False 4. You cannot boot from a MultiBay hard drive. False 5. All PC card types can be used in any PC card slot. False 6. A cover or access panel cannot be removed from a computer with the Smart Cover Lock enabled under what circumstances? a. Unknown password b. Power failure c. Computer does not start up d. Component failure (such as processor or power supply) 7. Where can you change the parallel port mode if you are having problems printing from your computer? b. BIOS Setup 8. Which of the following external environmental factors can affect a computer monitor? a. Other equipment on the same power circuit c.

Wireless phones 9. DDR and DDR-2 SDRAMM memory modules are interchangeable. False Module 6 1. You are preparing to service an HP commercial notebook. What two steps should you take to protect yourself from electrical shock? Answer: You should disconnect the power supply and remove all batteries. You should also allow the computer to stand for a few minutes before accessing internal components 2. Which HP tool provides a simple way to download updates for HP computers? D. HP SoftPaq Download Manager 3. What is the best way to decide what Windows patches are required on a computer? B. Run Windows Update 4. A customer reports a 162 - System options not set error. What might cause this error? A. The CMOS battery has failed. 5. What must you always do after replacing a system board on a notebook? D: Reflash the DMI information Module 7 1. You are on a customer site and want to replace a disk drive. Which is the best method for you to contact HP support? a. By telephone 2. You have a call on a particular computer and need more information. Where would you find all available documentation, including service documentation, for each HP product? a. HP Technical Support c. HP Channel Services Network 3. You need to order a replacement part, which of the following HP resources can you use to

find the part number? b. Maintenance and Service Guide c. HP PartSurfer 4. When troubleshooting, which of the following Support Communications would you check for the official HP resolution to a hardware or software issue? a. Service Advisories 5. Which resource could you use when removing and replacing a component in a customer computer? a. Maintenance and Service Guide c. Services Media Library 6. Which Support Communication describes a solution to an issue with the potential risk of bodily harm, equipment failure, data loss, or security vulnerability? b. Bulletin 7. Where can you find information on the warranty of the computer you are working on? a. Channel Services Network c. IT Resource Center 8. Which reference material contains error codes? a. Maintenance and Service Guide b. Onsite Agent's Reference Set 9. Where can you find video teardowns of all recent products? a. HP New Product Training b. HP Services Media Library