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IT Support and Troubleshooting Flashcards

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

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  1. A user reports that after a power outage, their PC will not POST. Which component should you check or replace FIRST?

    Answer: CMOS battery and PSU

    Power outages can damage the PSU or corrupt CMOS settings; a dead CMOS battery can also prevent POST after power loss.

  2. A help desk technician receives a ticket: 'Outlook keeps asking for my password.' What is the MOST common cause?

    Answer: Cached credentials are outdated or the account password was recently changed

    When a user's password changes, saved credentials in Windows Credential Manager become invalid, causing repeated password prompts in Outlook.

  3. Which of the following BEST describes the purpose of a POST test in computer troubleshooting?

    Answer: It is a self-diagnostic test run by the BIOS/UEFI to verify hardware before OS load

    POST (Power-On Self-Test) is executed by the BIOS/UEFI firmware to verify that essential hardware components are functioning before the OS loads.

  4. A user's keyboard types the wrong characters (e.g., pressing 'a' produces 'q'). What is the MOST likely cause?

    Answer: Incorrect keyboard language/layout is selected

    An incorrect keyboard layout setting (e.g., QWERTY vs AZERTY) causes keys to produce different characters than labeled.

  5. A technician uses the OSI model during troubleshooting. A user can ping an IP address but cannot browse websites by domain name. Which layer has the issue?

    Answer: Layer 7 – Application (DNS resolution)

    Being able to ping by IP but not resolve domain names points to a DNS failure at the Application layer (Layer 7) of the OSI model.

  6. A computer's clock resets to an incorrect date and time every time it is powered off. What is the MOST likely cause?

    Answer: Dead or failing CMOS battery on the motherboard

    The CMOS battery powers the real-time clock on the motherboard; when it dies, the system loses date/time settings on each power cycle.

  7. During troubleshooting, a technician swaps a suspected faulty component with a known-working identical part. What troubleshooting method is this?

    Answer: Substitution method

    The substitution method involves replacing a suspect component with a known-good one to confirm or rule out that component as the cause.