Technical Support Questions and Answers:
1. Name some of the latest Computer Processors?
Intel Pentium Quad Core, Intel I3, I5, and I7 processor are some of the latest Computer Processor.
2. Define what does a ‘?’ sign in device manager indicates?
When this sign appears, it indicates the device is not properly installed. Such a problem arises in the case of brand new plug-in cards.
3. Define How will you cope up with a customer, who complains about a brand new printer and system, and yet failing to get a proper print copy?
The first thing I will ask the customer, whether the system is properly connected with the printer. The next thing would be to check the Device Driver. Many times it happens that if you install an incorrect Device Driver, the print copy would not be clear.
4. Define How you keep yourself updated with the current technology?
I keep myself connected with social networking sites, the first platform for any technological advancement news and also keep surfing on the latest technology on the internet.
5. Define what are the tools that will be helpful to you in identifying the problems and solving them?
Manuals, Knowledge, team-members, and experience are the tools that will be helpful to troubleshoot the problem and solving them.
6. Define what is the expected period of an average call while dealing with the customers?
The expected period of an average call would be around 2-3 minutes, sometimes less or more depending on the problem complexity.
7. Why 8085 processor is called 8-bit processor?
It is called 8-bit processor as it has 8 bit ALU (Arithmetic Logic Unit).
8. Define what is stack and can we use ROM as a stack?
Stack is a portion of RAM used for saving the content of the program counter and general purpose registers. ROM cannot be used as a stack, as it is not possible to write on ROM.
9. Define what does it mean by interrupt?
To perform a particular task, interrupt is a signal sent by an external device to the processor.
10. Define what is a Microprocessor?
A microprocessor is a program-controlled device. It retrieves the data instructions from memory and decodes them, after decoding, it executes the instruction.
11. Define what is Latch?
It is a temporary storage device controlled by a timing signal, which can store 1 or 0. It is a D-type flip flop storage device.
12. Define what is the disadvantage of a microprocessor?
It has a limitation on the size of the data, also most microprocessor does not support floating point operations.
13. Define what do you mean by DHCP?
DHCP stands for Dynamic Host Configuration Protocol, it is a network protocol, and it enables the server to assign automatically, IP address to a computer.
14. Define what do you mean by OSI?
OSI stands for open system interconnection. It is a standard description or a reference model of Define How to message should be conveyed between any two points within a telecommunication network. It is made up of several layers and each layer provides services to the layer above.
15. Define what is TCP/IP?
TCP/IP stands for Transmission Control Protocol or Internet protocol. It is used to connect hosts on the internet, by transferring data over the network.
16. Define what are RJ45 and RJ11 connectors?
RJ45 connectors are used for LAN/internet connections while RJ11 connectors are used for Table cable connectors.
17. Define what do you mean by packaging a Microprocessor? Define what are the different packaging’s available?
The process of packaging a microprocessor to the computer motherboard is known as a microprocessor. The different types of microprocessor’s packaging are
18. Explain the Cache memory? Define what is the advantage of a processor having more cache memory?
Cache memory is the memory area between Processor and Ram. If the cache memory increases, the speed of the system will also increase.
19. Define what is overclocking? Define what are the advantages of overclocking?
It is a process where the computer component is forced to run at a higher clock rate.
The advantages of overclocking are:
- Increases the CPU’s performance
- It is cost-saving
- Makes PC games and Applications to run faster
20. Define what is chipset? Define How is it different from processor and motherboard?
Chipset is one of the processing devices in a computer. It is a number of integrated circuits, designed to control Define How information travels between other components and processor. It is a group of the microchip to work as a unit to perform one or more related functions. While the motherboard is where all other components like CPU, Memory, Sockets for external connectors and drives are attached. Chipset is a built-in feature of Motherboard. While, the processor is a main integrated circuit block, which does the function according to the instruction of a computer program. It is based on the logical, arithmetical and input/output of the system.
21. Define what is heat sink and Define what is the use in the system?
To lower the temperature of a device, a heat sink component is used. It is there on the microprocessor and if it is not functioning well then the computer will shut down automatically.
22. Define what is a Jumper and why you need it?
The jumper is a metal bridge that closes an electric circuit. A jumper consists of a plastic plug that fits over a pair of protruding pins. It is used to change the board’s parameters.
23. Define what are the different types of DRAM?
The different types of DRAM are SRAM, VRAM, SGRAM, DDR-SDRAM
24. Define what might be the problem when you don’t see the display?
- Power related issues
- Heat sink related issues
- CPU fan related issues
- Improper Jumper settings
25. Define what is SATA?
SATA stands for Serial Advanced Technology Attachment. It is a high-speed computer bus interface designed to connect the host bus adapters to mass storage devices, such as hard disk drives and optical drives.
26. A Customer running Windows XP (Home Edition) with an Antivirus application installed reports that he has downloaded a program from the internet and installed it in his computer. After installing the program, he started receiving emails from people he never knew. The Customer removed the program from his computer but he is still getting those emails. Define How would you help this customer?
Download the most recent virus signature files and scan his computer for viruses.
27. You are configuring Power Management on your Windows XP Computer. With ACPI, Power Management should be under the exclusive control of:
The Operating System
28. Which file must be located in the root folder of the Active Partition for Dual Booting of Windows XP and Windows ME to boot?
29. Customer calls and says he is unable to get online. He uses a cable connection to connect to the internet on a Windows XP Computer. You ping 127.0.0.1 on his computer and get the results that All the packets are Lost. Define what should you do next?
Rebuild the TCP/IP Stack in the user’s computer
30. Very frequently, users in your office put floppy disks in the drives and forget to take them out. This results in boot-up problems and results in support requests. Define How would you stop this computer from looking in the A: drive for boot files first.
Change the Boot Order in BIOS.
31. After Restarting your Windows XP (Professional) computer, your monitor defines Hows a Blank, Blue screen. You remember that a new Video driver was just installed. Define what would be the best way to fix this problem?
Restart the Computer, Keep tapping on the F8 Key to go to the Windows Advanced Options Menu and select the option “Last Known Good Configuration” and hit the key.
32. You need to Dual-Boot a computer with Windows XP and Windows Me. You need all the Partitions to be accessible from both the Operating Systems. Which File System would you use in this scenario?
33. Define what is the command to convert a FAT32 file system to NTFS? Would there be any loss of data?
The command is: CONVERT:/fs: NTFS. There will be no effect on the data. (Data will be safe).But remember this: if you want to convert NTFS partition back to FAT32, you will have to reformat that partition and select the FAT32 file system.
34. Define what are the features of the Disk Defragmenter Tool in Windows XP and Windows 2000? Does the Windows XP version have any more features than the Windows 2000 version?
The features of the Disk Defragmenter Tool are the same in both Windows XP and Windows 2000. They are 1. Enhanced Analysis Functionality 2. A Compression option 3. Increased Defragmentation Option and an Automatic Defrag-Scheduling Option.
35. You are a Desktop Support Technician at EQS. One of the customers has just installed a Brand New Printer for himself. This customer calls you after some time and says that every time he tries to print something, all he gets is some garbled text. Define, However, the printer prints the Test Page fine. Define what do you think is the problem here?
The customer has installed an Incorrect Device Driver for the Printer. I would uninstall the driver, from the Windows Device Manager and install the correct Device Driver for the Printer from the Disk that came with the Printer. (If the Disk is not available, I can still download the correct device driver from the manufacturer’s website)
36. If, upon Booting up a Computer, you see the error message “Keyboard Error…” Define what do you think could be the problem?
It could be that 1. The keyboard is not attached to the PC or 2. The keyboard has failed
37. If you turn on a PC and the boot-up process halts and you get the error message “Non-System Disk or Disk Error…Replace and Press any Key when Ready…” Define what do you think could be the problem?
A non-bootable Floppy Disk is in the Floppy-disk drive and it should be removed.
38. If, upon booting up a PC, you see a message which says “Invalid Drive Configuration..” Define what do you think is causing this?
This problem could be due to any of the following situations:
- The Hard-Disk cable within the System Unit is not attached to the Controller
- The Hard Disk Drive has failed
- The Hard Disk Drive has not been partitioned.
39. If you turn on a PC and the boot process halts and you get the error message ” C: System32Config file missing or Corrupt” Define what is this due to?
The Registry Hives are corrupted. They need to be repaired.
40. A Customer complains that he keeps getting the error message “HAL.DLL missing or Corrupt”. Which file needs to be repaired/rebuilt to rectify the issue?
41. You have Norton 360. When the Firewall is turned on, you are unable to browse the internet. But if you turn off the firewall, you are able to browse. Define what is the first thing you would do to fix this problem?
Reconfigure Norton Firewall to allow Internet Explorer to access the internet.
42. Which utility is used to do a Software, Clean Boot?
43. Define what does a “?” sign in device manager signify?
The device is not installed. ( You can refer to this article for more details). For more information on Device Manager check this article from Microsoft.
44. Define what is the command to start Windows System Restore from the Command Line?
45. Define what does the term UAC stand for?
UAC stands for User Access Control. For more information read this article.
46. You are a Desktop Support Technician. A user calls and complains that till yesterday he was able to view his CD drive in his computer. But today when he turned on his computer, he is not able to view the CD-ROM drive in “My Computer”. Define what can be done to fix this problem?
Open the Windows Registry Editor and Delete the Upper and Lower Filter Keys.
47. A user calls and says that whenever he starts his computer, it boots up only in Safe Mode. There is no other error message. Define what would you do to fix this problem?
Go to msconfig and select Normal Mode and Restart the Computer.
48. A user complains that whenever he connects any USB 2.0 device to his computer, he gets the error message “USB device not recognized…” Define what could be the possible reason for this?
The USB Port could be faulty.
49. A user complains that he is no longer able to hear any sound from his computer – after he downloaded some updates from the Microsoft Website. Define what could be the possible reason for this?
The Windows Audio Service is Disabled. Enable it.
50. Mark uses Windows XP Professional and is connected to the internet directly through a DSL line. He wants to know Define How he could enable the filtering of packets and get rid of the harmful incoming data. Define what would you tell him?
Enable the Firewall
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51. A Customer reports that his Windows XP Professional portable computer is not able to connect to any network resource and is also not able to authenticate on the network’s Active Directory Domain. The computer was fine yesterday. No other person in the organization is facing this problem. Define what is the first thing you would do to fix this problem?
Ask the user to Right-Click on the Network Connection icon and select “Repair” from the Menu.
52. A customer has recently upgraded from Windows 98 to Windows XP Professional. After the upgrade, it takes longer for Windows, Menus, Sub-Menus and other user interface features to open. She wants them to open faster. Define How can you help this customer?
Use System in Control Panel and select the option “Adjust for Best Performance” in the Performance Options dialogue box.
53. You suspect that your computer is failing because of a Corrupt Master Boot Record. Which utility is the best to fix this problem?
Recovery Console (By Using the fixmbr command)
54. You performed a Parallel installation of Windows XP (Home Edition) to resolve certain problems on a Customer’s Computer. After installation, the customer says she can see the previous profile folders in Documents & Settings but when she tries to open then, she gets an “Access Denied” error. Define what can you do to remove the “Access Denied” Problem?
Boot into Safe Mode, Right-Click on the Old Profile Folder, Go to Security – Advanced and give Ownership to the new user.
55. A Customer calls in and says that her copy of Windows XP went corrupt and the previous Technician installed it again without losing any data. Now when the computer boots up, it defines Hows a menu for a few seconds and then it boots normally. She wants to get rid of this menu. You asked her about the menu options and the customer tells you that both the options in the Menu Read the same thing – Windows XP Home. Define How will you fix this problem so that the Menu does not appear again?
Edit the Boot.ini file and set the Timeout as 0 (Zero) or Edit the Boot.ini file and Remove the Second Option and set the Timeout as 0 (Zero)
56. Define what is BIOS?
BIOS stands for Basic Input-Output System and is pronounced as “Bye-Ose“. The BIOS is available on all the computers. It makes sure that all the components of the computer can function together. It has information about all the hardware components in the Computer. BIOS can also be called as a Special Software that interfaces the major hardware components of a computer with the Operating System. It is usually stored in a Flash Memory Chip on the Motherboard.
Some functions of BIOS:
- Performs a POST (Power-On Self Test) for all the different Hardware Components in the System to make sure everything is working properly.
- Activating other BIOS Chips on different cards installed in the computer, for example, SCSI and Graphics Cards.
- Provides a set of low-level suiting that the Operating System uses to interface different Hardware devices.
- BIOS manages things in your computer like the Keyboard, Monitor, Serial and Parallel Ports especially when the computer is Booting up.
- Manage the settings for Hard-disk drives, System Clock, etc.
The sequence of things done by the BIOS when you turn on your Computer:
- Check the CMOS for Custom Settings
- Load the interrupt Handlers and Device Drivers
- Initialize Registers and Power Management
- Perform POST (Power On Self Test)
- Display System Settings
- Determine which devices are Bootable
- Initialize the Bootstrap sequence
57. Define what is the Hardware Components of a Desktop Computer / Laptop?
The Hardware Components of a Desktop Computer / Laptop are as follows:
1. The Processor (CPU)
3. RAM (Random Access Memory)
4. Power Supply – SMPS (Switch Mode Power Supply)
5. Hard-disk Drives
6. CD/DVD-ROM Drives
7. Floppy Disk Drive
8. Sound Card
9. Graphics (Display) Card
58. Define what are Hard-Disk Partitions?
Partitions are used to Divide a Hard-disk drive into smaller segments as required by the user and for better management of the space in it.
59. Difference between RAM and ROM?
RAM (Random Access Memory) – is used to temporarily store information that the computer is currently working on.
ROM (Read Only Memory) – This is a Permanent type of memory storage used by computers for important data which never changes. (Example: BIOS)
60. Define what would you check if there is no sound from your computer? (Audio not working)
1. Check for cable connections
2. Check for power to the speakers
3. Check for volume control
4. Check for device drivers
61. If a Customer complains that his computer is working really slow, Define what are the things you would check?
1. Check if it is taking longer than usual to start up
2. Check if it is slow with one / any particular application or slows overall.
3. Check for Spyware/Malware/Virus in the computer
4. Check the available Hard-Disk Drive Space on the computer.
62. Define what is the Blue Screen of Death (BSOD)?
A Blue Screen of Death (or just a Blue Screen Error) is an indication of a Critical System Problem wherein the Computer freezes altogether and does not respond to anything.
To rectify this problem, try Restarting the computer or Booting into Safe Mode. For more information, read this.
63. Why are Device Drivers required?
A Device Driver (or just Driver) is a piece of software which is required to run every Hardware Component present on the computer.
64. Name one of the latest Computer Processors (CPU)?
Intel Pentium Quad Core, Intel I3, I5, I7 processors.
65. Define what is Ping?
Ping is a command that checks the connectivity with an IP address. For more read this article
66. Define what is a Data Cable?
A Data Cable is a Thin Plastic band-like cable used to connect the Data-Devices like Hard-disk drives, Floppy Disk Drives, CD/DVD-ROM drives with the motherboard. Data Cables are primarily used for Data Transfer.
67. Lights on a Modem / LAN Card:
Generally, there are 04 lights. They indicate the following:
1. Power Light: define Hows if the device (Modem)is getting Power Supply or not.
2. Link Light: Indicates if the device is getting broadband/internet signals properly from the ISP
3. Data Light: Indicates whether the internet is working or not.
4. Connectivity Light: Indicates the Modem is connected to a PC or not.
68. Name some of the Ports available in a Computer
Some of the commonly available ports in a Computer are as follows:
1. Keyboard & Mouse Ports – Also known as PS/2 ports
2. USB Ports
3. VGA Ports
4. Sound Ports
5. LAN Port – Also known as Ethernet Port
69. Define what does the term USB stand for?
USB stands for Universal Serial Bus. It allows devices to be connected or disconnected from a computer without shutting down or restarting the computer. The current version of USB is 2.0
70. Define what is the difference between CRT (Cathode Ray Tube) and LCD (Flat Screen Monitors)?
CRT Monitors: The Monitor has a picture tube and uses a light-gun to highlight pixels on the screen.
LCD Monitors: These monitors do not have a picture tube and contain a layer of liquid crystals on an Electronic Board.
71. Define what is an IP Address?
An IP address is a unique numerical identifier of every device on a network. A typical IP address can look like this: 188.8.131.52. To detect a computer’s IP Address, go to Start – Run – Type in CMD in the Run Dialogue Box and click OK or hit – In the Command Prompt Screen that comes up, type in IPCONFIG and hit
72. Define what is DHCP?
DHCP stands for Dynamic Host Configuration Protocol. It is used to generate & provide IP addresses to the computers on a network.
73. Define what is DNS?
DNS stands for Domain Name Services – it is used to convert URLs into IP addresses and vice-versa.
74. Mention a sample computer configuration:
1. Intel Pentium Core 2 Duo – 3.0Ghz
2. 2 GB RAM
3. 300GB HDD
4. DVD Writer
5. 17 inches LCD Monitor
75. Name any Five Microsoft Office Applications:
1. MS Word
2. MS Excel
3. MS Powerpoint
4. MS Access
5. MS Outlook
76. Define what are RJ45 and RJ11 connectors?
RJ45 connectors are used for LAN/Ethernet connections and RJ11 connectors are used for Telephone Cable connections.
77. Define what is a Parallel Windows installation?
When the first installation of Windows fails to boot for some reason, another copy of Windows is installed in the same drive but in a different directory (so that the customer can access to and back up his old data). This is called Parallel Installation of Windows.
78. Name some of the versions of Windows XP.
Windows XP Home Edition, Professional, Media Center Edition, Tablet PC Edition, Mobile
79. Difference between a WORKGROUP and a DOMAIN?
In a Workgroup, all the computers function as Peers. But in a Domain, One computer is the Server and the others are Clients.
80. Define what is the difference between FAT32 and NTFS file systems?
1. NTFS allows compression and file encryption. FAT32 does not. 2. NTFS is more secure than FAT32
81. Define what does BOOT.INI do?
Boot.ini lists all the Operating Systems present in the computer and provide information about which partitions they are located on.
82. Define How would you access the Recovery Console in Windows?
By booting with the Windows XP CD and following the on-screen instructions. The Recovery Console can also be installed on your computer.
83. Provide the names of a few Firewalls:
Norton, McAfee, Zone Alarm, etc
84. Define what feature of Outlook Express allows multiple customers to send and receive emails, each using a separate account?
85. Define what are the components needed to set up a Basic Home Network?
LAN Cards, LAN Cables, Router/Hub