Correct Answer:

Shadow copy will allow a file to be copied if it is currently in use.

Incorrect Answers:

Robocopy replaced Xcopy as a robust copy utility that copies more than just files but will not copy files in use.

The copy command copies files from one directory to another, and will not copy files in use.

Xcopy is a command that not only copies files but allows for copying of multiple files and directories, however it does not support a copy of a file in use.

Correct Answer:

This is a classic symptom of a problem with the Domain Name Service (DNS).

Incorrect Answers:

The other services do not deal with domain names.

Correct Answer:

Let your customer fully complete the description of the problem and take notes.

Incorrect Answers:

All three answers are incorrect, as they do not maintain professionalism or proper communication. A tech must always actively listen to a customer regarding the issue, keep notes of the problem, and avoid interrupting a customer.

Correct Answers:

Of the choices listed, only a data-wiping program will wipe the drive completely while keeping it usable.

Incorrect Answers:

A hard drive degausser is a powerful magnet that eliminates any magnetic charge on the platters of the drive but renders the drive unusable.

Crushing drives is a common way to recycle hard drives, but they are no longer usable.

Neither formatting nor partitioning will sufficiently wipe a hard drive.

Correct Answer:

Computers can get out of sync with an Internet server running Network Time Protocol (NTP) and thus have incorrect date and time. This could cause an invalid certificate error.

Incorrect Answers:

Changing the boot sequence won't have any effect on certificates.

Changing logon times won't have any effect on certificates.

Changing UAC settings won't have any effect on certificates.

Correct Answer:

The question uses the word "user" instead of "customer." This implies the person in question, the "user,"is a fellow employee, and you're an I.T. person for that company. Report back to your supervisor and wait for instructions. If this was a customer, you would ignore it.

Incorrect Answers:

Check for viruses: This might be a good idea after the powers that be decide what to do.

Remind the user of the appropriate use rules: It's not your job to act as a rules enforcer.

Ignore it: Only if this is a customer, not a fellow employee—and it isn't illegal.

Correct Answer:

Using Group Policy, you can force users to create passwords that meet a certain level of complexity. Now, if only you can keep them from writing their passwords on sticky notes, you'll be secure!

Incorrect Answers:

Group Policy doesn't control the BitLocker or BIOS passwords.

Wake on LAN is a technology to awaken or turn on computers over a network.

Correct Answer:

Worms typically propagate via networks or the Internet.

Incorrect Answers:

A Macro virus attaches to programs.

There is no such thing as a Spider virus.

A Trojan virus looks like a program but is a virus.

Correct Answer:

Shell is the Linux program that processes commands and returns the output. Terminal is a wrapper program that will run a shell. Either of these will allow you to use commands in the Linux box.

Incorrect Answers:

Backup/time machine are utilities that allow you to restore your hard drive.

Command/cmd are command-line tools that open a DOS window.

Restore/snapshot are tools designed to revert files to a previous version.

Correct Answer:

You might end up in a situation serious enough that a computer or other device becomes evidence. In these cases, the location of the system and who has touched it may come into question, so you need to establish a chain of custody.

Incorrect Answers:

Ummm, no. Not that.