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Technical Support & Troubleshooting Flashcards

7 cards from real ACT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Technical Support & Troubleshooting flashcards as text

  1. A user's Mac displays a spinning beachball frequently during normal tasks. After ruling out insufficient RAM, what is the NEXT most likely cause to investigate?

    Answer: Slow or failing storage drive

    A slow or failing storage drive causes I/O wait that manifests as frequent spinning beachball cursors.

  2. Which macOS utility allows a trainer to view real-time CPU, memory, disk, and network usage to diagnose performance issues?

    Answer: Activity Monitor

    Activity Monitor provides real-time graphs and process-level data for CPU, memory, disk, and network on macOS.

  3. A user reports that their MacBook Pro charges intermittently when using a USB-C cable. What should be checked FIRST?

    Answer: Inspect the USB-C port for debris and reset SMC

    Debris in the USB-C port can cause intermittent charging, and an SMC reset resolves power management anomalies.

  4. After a macOS upgrade, a third-party app crashes on launch with an error about an incompatible kernel extension. What is the appropriate resolution?

    Answer: Contact the app developer for an updated version compatible with the new OS

    Kernel extension compatibility is the responsibility of the developer, and an updated app version is the proper fix.

  5. A user cannot connect to a specific Wi-Fi network on their Mac while other devices connect successfully. After confirming correct credentials, what is the NEXT troubleshooting step?

    Answer: Delete the stored network keychain entry and rejoin

    A corrupted or outdated keychain entry for a Wi-Fi network can prevent successful authentication even with correct credentials.

  6. Which log file or tool in macOS should a trainer use to investigate application crashes and generate crash reports?

    Answer: Console app (crash reports in ~/Library/Logs/DiagnosticReports)

    Crash reports are stored in ~/Library/Logs/DiagnosticReports and are viewable in the Console app for detailed analysis.

  7. A student's iPad will not restore in Finder because it is stuck in a loop and not recognized. Which mode should the trainer instruct the student to enter?

    Answer: Recovery Mode (DFU)

    DFU (Device Firmware Update) mode allows the deepest level of restore when Recovery Mode alone is insufficient or the device is looping.