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Details

4.5
Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures
43
Computer Science
Post-Graduate
01/21/2017

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Cards

Term
What would you not suggest to a user who is having problems with mouse pointer drift?
Definition
Disable the touchpad and use a mouse
Term
You open the lid to your laptop and the display is blank/black. Identify the option that is most likely NOT the source of the problem.
Definition
The device’s blank screen saver is activated.
Term
What is not a likely cause for your mobile device's flickering display?
Definition
Electrical interference
Term
Why is it risky to remove a key from a laptop keyboard?
Definition
An easy-to-break plastic hinge holds it on.
Term
A user is receiving a strong Wi-Fi signal, but cannot successfully connect to the access point. What do you suspect is the problem?
Definition
The user is not entering the correct Wi-Fi password.
Term
Your manager brings a tablet computer to you with the complaint that it cannot receive email using its email app. What do you try in order to troubleshoot the problem?
Definition
Use the web browser email client to check account settings
Term
A user brings you a mobile device whose battery life is very short. The user does not use location services or spend any exceptional time watching videos or playing games. What do you advise the user do to prolong the device's battery life?
Definition
Turn off Bluetooth and cellular service and use Wi-Fi instead
Term
You have a user experiencing extremely short battery life on her mobile device. What do you suggest she do to lengthen it?
Definition
Disable background data services for apps that track location or that use data without permission
Term
A small group of users has reported that their tablet computers' speakers are not playing sound of any kind—music, voice, or system sounds. What do you check as a first step in resolving the problem?
Definition
Verify that the sound is not muted
Term
If you experience intermittent wireless connectivity problems, what should you check first on your local device?
Definition
Check for low remaining battery life
Term
You have attempted to lengthen your device’s extremely short battery life by performing every troubleshooting idea that you know about. What do you decide to try before having the battery or the device replaced?
Definition
Low power mode
Term
What should you do before you remove sticking keys from a laptop keyboard?
Definition
Refer to the manual for key removal instructions
Term
Your friend’s mobile phone frequently freezes or stops responding while in use. What do you advise her to do to troubleshoot the problem?
Definition
Perform a factory reset on the device
Term
To help with reassembly of a device, what should you do during disassembly?
Definition
Organize the parts as you remove them
Term
You are unable to connect to a new device via Bluetooth after repeated attempts. What do you do to troubleshoot the problem?
Definition
Move the devices closer together or change their relative orientations to each other
Term
A user tells you that her tablet computer’s sound works in some apps, but not in others. What do you tell her to do?
Definition
Check the individual app’s sound settings
Term
You find that your mobile device won’t load any apps. Identify the choice that is NOT a likely cause.
Definition
You have used all your data for the month.
Term
A user reports that their email client is failing to receive email and after a quick review of the issue, it appears to be an email decryption issue. What should you attempt to perform first as a workaround
Definition
Help the user log into a webmail browser or attempt to access their email with a different email client
Term
For devices such as laptops that can be prone to overheating, what do you suggest to your users?
Definition
Keep the laptop on a surface that is free of obstructions
Term
A dim liquid crystal display (LCD) screen that you cannot adjust or fix with software might be a serious problem with which screen component?
Definition
The LCD inverter because it cannot be repaired with software or monitor controls; it has to be replaced
Term
You have a user whose tablet computer overheats quite often. After asking her a few questions about her primary use of the tablet, you identify an app she uses that consumes extensive resources. Which type of application can cause overheating?
Definition
A video viewer
Term
You have several users who complain about extremely short battery life on their mobile devices. Which of the following is one user practice that can consume large amounts battery life?
Definition
Watching videos on the device
Term
A user’s laptop will not power on with a fresh battery or with a known good alternating current (AC) adapter. What is your next course of action?
Definition
Check the power supply with a multimeter
Term
Other than an increase in temperature, identify another symptom of a device that has overheated.
Definition
The device powers off.
Term
Where should you dispose of a mobile device battery?
Definition
A battery recycler facility
Term
A user complains that her mobile phone’s battery life is extremely short. After a short investigation, you find that she is an avid runner. What do you advise her to do to save battery life?
Definition
Turn off location services when she is not exercising
Term
If you experience difficulty in locating components while disassembling a device, what should you do?
Definition
Refer to the manufacturer’s documentation
Term
A user's laptop will no longer take a charge and it must remain plugged in all the time. What do you suggest as a resolution?
Definition
Replace the battery pack
Term
You find that your Global Positioning System (GPS) service is not functioning, which makes using map programs impossible. How do you troubleshoot this problem?
Definition
Verify that app-specific location services is enabled
Term
If your mobile device requires disassembly, what should you do to ensure proper reassembly of the device?
Definition
Document and label cable and screw locations
Term
After charging your mobile phone overnight, you notice that the battery has swollen and the phone’s outer skin is damaged. What do you do with the device?
Definition
Take the device to an authorized dealer for repair or replacement
Term
What is the biggest problem with disassembling and reassembling a mobile device yourself?
Definition
You might void the manufacturer’s warranty.
Term
A user calls in a trouble ticket to report that she cannot use numbers on her laptop keyboard. Recognizing the laptop, you realize that she doesn’t have a separate keypad, so you direct her to take which of the following actions?
Definition
Locate and press the Num Lock key
Term
If your laptop’s display dims after a short period of non-use, what is the problem?
Definition
The power-saving settings are configured to dim the display.
Term
A user states that their mobile device cant connect to a wireless network and that they have no wireless connectivity because the device doesn't display any wireless access points. What is the first device setting you should check to troubleshoot the issue?
Definition
Check that the wireless connectivity is not set to “Off”
Term
You have a user who reports that when she plugs in her laptop, it does not power on. What do you do first to troubleshoot the problem?
Definition
Check the system with a known good alternating current (AC) adapter
Term
Your mobile device frequently stops responding and you have disabled all background data usage, disabled all location services, rebooted multiple times per day, disabled Bluetooth, and removed all questionable apps. What should you try next?
Definition
Perform a factory reset on the device
Term
To ensure proper and non-damaging disassembly and reassembly of a mobile device, what should you do?
Definition
Use appropriate tools
Term
If you experience slow performance on an older Android device, what can you do to speed it up a bit?
Definition
Update the device to Android 4.3 or later
Term
Some of your users have complained about slow performance on their tablet computers. Identify one possible cause of the poor device performance.
Definition
The latest operating system update is not optimized for certain device models.
Term
A user calls you to report that their laptop cursor “has gone crazy.” It jumps around the screen, even if they don't touch the touchpad. How do you help resolve the user's problem?
Definition
Uninstall and update the touchpad drivers
Term
A user connects an external monitor to a laptop but the display does not appear on the external monitor. What is likely the problem?
Definition
The user needs to select the correct display mode.
Term
A user opens a ticket to report a problem with their touch screen device. The screen doesn’t respond to touch with a finger or a stylus. What is the first action that you suggest to the user?
Definition
To thoroughly clean the screen with a microfiber cloth
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