Chapter 5 A Guide to Computer User Support for Help Desk and Support Specialists

Network problems are often traceable to ____.

a. hardware

b. operating systems

c. application software

d.some combination of all of these

Answer: d. some combination of all of these

Network problems are often combinations of hardware, software and operating system problems.

True

False

Answer: True

If a PC, over a period of time, takes longer and longer to perform a task such as a File Save operation, it likely has a ____.

a. need to be upgraded

b. hardware problem

c. software problem

d. performance problem

Answer: d. performance problem

A situation where two software packages use resources in incompatible ways is called a(n) ____.

a. conflict

b. inconsistency

c. performance problem

d. IRQ problem

Answer: a. conflict

Hardware or software products that have been announced by vendors, but do not actually exist, are ____.

a. illegal

b. shareware

c. adware

d. vaporware

Answer: d. vaporware

Open source software is developed collaboratively by a loose-knit team of programmers who agree to improve a software product and make the program freely available to any user.

True

False

Answer: True

Users who forget passwords and PINs are a common source of support problems.

True

False

Answer: True

In some cases, hardware components that work when installed individually in a PC do not operate correctly when installed together in the same system.

True

False

Answer: True

Installation software utilities have automated many of the manual tasks required to install and correctly configure software packages.

True

False

Answer: True

The difference between end users and IT professionals is that the latter rarely make mistakes while using technology.

True

False

Answer: False

Donationware is software which is free to use, but for which the author requests a donation to support continued development

True

False

Answer: True

A new release of a software package generally contains more new features than a new version.

True

False

Answer: False

The Windows Registry can be edited with most word processors that can work with text files.

True

False

Answer: False

Most technology performance problems indicate that a hardware component is about ready to fail.

True

False

Answer: True

Plug and Play hardware automatically adjusts software settings to take maximum advantage of the hardware's capabilities.

True

False

Answer: False

If a user reinstalls a software package from the original distribution media, they must also install any patches that had been previously installed to fix bugs.

True

False

Answer: True

A conflict occurs when a component uses hardware or software resources in a way that is incompatible with another component.

True

False

Answer: True

Most hardware component problems are the result of failures due to incorrect electrical supply to a PC.

True

False

Answer: False

A PC that operates at some level, but not as efficiently as it should, is called vaporware.

True

False

Answer: False

Plug and Play compatible hardware guarantees that users will not experience installation problems with new or upgraded hardware. True

False

Answer: False

An upgrade is a new version of an existing program that is sold at a reduced price to owners of a previous version of the program.

True

False

Answer: True

Most software problems that impact end users occur ____.

a. during the design and programming of the software

b. during the installation and configuration of the software

c. after the software has been in use for some time

d. None of the above

Answer: b. during the installation and configuration of the software

Vaporware is a technology product that is announced in the media, but that does not yet exist or is not yet available for sale.

True

False

Answer: True

A mismatch between the type of printer connected to a PC and the software printer driver installed is an example of a ____. 'a. design problem

b. configuration problem

c. conflict

d. bug

Answer: b. configuration problem

Electronic components are much more likely to fail than electromechanical components.

True

False

Answer: False

Which of these hardware devices is more likely to fail during the operation of a PC?

a. Memory

b. CD or DVD drive

c. Peripheral adapter card

d. CPU

Answer: b. CD or DVD drive

A software package that contains few new features but primarily fixes known bugs in a previous version is called a(n) ____.

a. new release

b. update

c. patch

d. upgrade

Answer: b. update

A workaround is a procedure or method which accomplishes the same result a user wants as a feature that does not work due to a bug or other malfunction.

True

False

Answer: True

A PC that operates, but does not work as efficiently as it should, has a ____.

a. hardware malfunction

b. performance problem

c. fragmentation problem

d. software malfunction

Answer: b. performance problem

Most hardware problems are due to components that burn out during the operation of a PC.

True

False

Answer: False

Installation of shareware software may conflict with existing software and cause a PC to fail to operate.

True

False

Answer: True

Hardware components that cannot operate together in the same PC are called ____.

a. incongruous

b. inoperable

c. incompatible

d. inconsistent

Answer: c. incompatible

By the time a software package has gone through testing and quality assurance, any remaining bugs are extremely rare.

True

False

Answer: True

A software company that discovers a bug in an infrequently used feature of a software package is likely to fix the problem by issuing a(n) ____.

a. new release

b. new version of the package

c. upgrade to the package

d. patch

Answer: d. patch

Support staff can reduce the likelihood of hardware configuration problems today by purchasing ____.

a. pre-assembled systems

b. Plug-and-Play-compatible hardware

c. hardware with a 30-day return guaranty

d. hardware from a single vendor

Answer: b. Plug-and-Play-compatible hardware

Industry agreements that cover how hardware components should communicate with the PC into which they are installed are called ____. a. product standards

b. Plug and Play standards

c. hardware conventions

d. device settings

Answer: b. Plug and Play standards

All shareware software is written to conform to industry-wide program development standards and is compatible with other software on the platforms for which it was developed.

True

False

Answer: False

A dual-boot option can permit a user to run two or more operating systems on a PC.

True

False

Answer: True

Most hardware components that malfunction are replaced rather than repaired.

True

False

Answer: True

Performance problems in a PC are usually due to ____ problems.

a. hardware

b. software

c. both A and B

d. neither A nor B

Answer: c. both A and B

A user who bypasses the documentation to get a new hardware or software package operational as rapidly as possible is a victim of ____. a. quick start behavior

b. misrepresentation of a vendor's product

c. poor documentation

d. a user misunderstanding

Answer: a. quick start behavior

Installation software utilities are capable of examining the hardware configuration to determine whether the software and hardware are compatible and adjust software settings to match hardware.

True

False

Answer: True

Put the numbered versions of a software package in sequence from the most significant change to the least significant.

1 - build#, 2 - release#, 3 -version#, 4 - update #

a. 3 - 1 - 2 - 4

b. 3 - 4 - 1 - 2

c. 3 - 2 - 4 - 1

d. 3 - 2 - 1 - 4

Answer: c. 3 - 2 - 4 - 1

Some support problems occur because users are poorly trained or do not read the documentation that came with their PC.

True

False

Answer: True

A procedure or feature than accomplishes the same result as another feature that does not work correctly due to a software bug is called a ____.

a. new release

b. patch

c. workaround

d. bug fix

Answer: c. workaround

An update is a new version of an existing program.

True

False

Answer: False

Software with harmful or malicious intent to disrupt the business operation of a PC or network or to steal information or money is called ____.

a. phishing

b. malware

c. vaporware

d. shareware

Answer: b. malware

A user who expects a software product to be able to perform a task for which it was not intended is a victim of a ____.

a. software bug

b. software design problem

c. user mistake

d. user misunderstanding

Answer: d. user misunderstanding

A burn-in test is the operation of a new PC continuously for 48 to 72 hours to identify obvious problems or temperature-sensitive components.

True

False

Answer: True

A replacement for one or a few modules in a software package that fixes one or more known bugs is called a(n) ____.

a. patch

b. update

c. new version

d. new release

Answer: a. patch

A substantially rewritten software package that contains major new features is called a(n) ____.

a. new version

b. new release

c. patch

d. update

Answer: a. new version

Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems?

a. Installation problems

b. Hardware malfunctions

c. Component design problems

d. Compatibility problems

Answer: c. Component design problems

Rental or subscription software is accessed from a cloud server rather that downloaded to a PC or tablet.

True

False

Answer: True

Most hardware devices that malfunction today are ____.

a. replaced

b. recycled

c. repaired

d. rebuilt

Answer: a. replaced

Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called ____.

a. shareware

b. proprietary

c. freeware

d. open source

Answer: d. open source

As software has improved in recent years, problems due to security breaches are now fewer than in previous decades.

True

False

Answer: False