Guide to Computer User Support
for Help Desk and Support Specialists 5th Edition
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Chapter 5: Common Support Problems
TRUE/FALSE
1. Most hardware component problems are the result of failures due to incorrect electrical supply to a computer system.
ANS: F PTS: 1 REF: 188
2. "In some cases, hardware components that work when installed individually in a sy"stem do not operate correctly when installed together in the same system.
ANS: T PTS: 1 REF: 188
3. Plug and Play compatible hardware guarantees that users will not experience installation problems with new or upgraded hardware.
ANS: F PTS: 1 REF: 190
4. Plug and Play hardware automatically adjusts software settings to take maximum advantage of the hardware’s capabilities.
ANS: F PTS: 1 REF: 191
5. A burn-in test is the operation of a new computer continuously for 48 to 72 hours to identify obvious problems or temperature-sensitive components.
ANS: T PTS: 1 REF: 191
6. Most hardware problems are due to components that burn out during the operation of a computer.
ANS: F PTS: 1 REF: 191
7. Most hardware components that malfunction are replaced rather than repaired.
ANS: T PTS: 1 REF: 192
8. Electronic components are much more likely to fail than electromechanical computer components.
ANS: F PTS: 1 REF: 192
9. Installation software utilities have automated many of the manual tasks required to install and correctly configure software packages.
ANS: T PTS: 1 REF: 194
10. 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.
ANS: T PTS: 1 REF: 194
11. "Installation of software packages in the 1980s was primarily a manual process, i"n which a user typed commands to create directories and copy files.
ANS: T PTS: 1 REF: 194
12. A dual-boot option can permit a user to run two or more operating systems on a computer system.
ANS: T PTS: 1 REF: 196
13. Installation of shareware software may conflict with existing software and cause a system to fail to operate.
ANS: T PTS: 1 REF: 196
14. All shareware software is written to conform to industry-wide program development standards and is compatible with other software on the systems for which it was developed.
ANS: F PTS: 1 REF: 196
15. "Freeware is software that can be downloaded without any cost, but users must pay" a licensing fee before using the program.
ANS: F PTS: 1 REF: 196
16. A conflict occurs when a computer component uses system resources in a way that is incompatible with another component.
ANS: T PTS: 1 REF: 197
17. 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.
ANS: T PTS: 1 REF: 197
18. The Windows Registry contains hardware and software configuration information that can be easily modified by end users.
ANS: F PTS: 1 REF: 198
19. The Windows Registry can be edited with most word processors that can work with text files.
ANS: F PTS: 1 REF: 198
20. A patch is a replacement for one or a few modules of a software package intended to fix known bugs.
ANS: T PTS: 1 REF: 199
21. "By the time a software package has gone through testing and quality assurance, a"ny remaining bugs are extremely rare.
ANS: F PTS: 1 REF: 199
22. An update is a new version of an existing program.
ANS: F PTS: 1 REF: 199
23. A new release of a software package generally contains more new features than a new version.
ANS: F PTS: 1 REF: 199
24. 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.
ANS: T PTS: 1 REF: 199
25. "If a user reinstalls a software package from the original distribution media, he" or she must also install any patches that had been previously installed to fix bugs.
ANS: T PTS: 1 REF: 200
26. A workaround is a procedure or method that accomplishes the same result as a feature that does not work due to a bug or other malfunction.
ANS: T PTS: 1 REF: 200
27. "A workaround is designed to correct a problem in which a computer works, though ""poorly, and not as efficiently as it should."
ANS: F PTS: 1 REF: 200
28. "A computer system that operates at some level, but not as efficiently as it shou""ld, is called vaporware."
ANS: F PTS: 1 REF: 201
29. Most computer performance problems indicate that a hardware component is about ready to fail.
ANS: F PTS: 1 REF: 201
30. The difference between end users and computer professionals is that the latter rarely make mistakes while using a computer.
ANS: F PTS: 1 REF: 202
31. Some support problems occur because users are poorly trained or do not read the documentation that came with their computer system.
ANS: T PTS: 1 REF: 204
32. Quick start behavior is a tendency among computer users to bypass reading an installation manual and attempt to get a new product operational quickly.
ANS: T PTS: 1 REF: 204
33. Users who forget passwords and PINs are a common source of support problems.
ANS: T PTS: 1 REF: 205
34. Vendor documentation on software products is generally sufficient for a user or support specialist to determine the problem when a program malfunctions.
ANS: F PTS: 1 REF: 206
35. "Vaporware is a technology product that is announced in the media, but that does "not yet exist or is not yet available for sale.
ANS: T PTS: 1 REF: 207
36. "Network problems are often combinations of hardware, software, and operating sys"tem problems.
ANS: T PTS: 1 REF: 208
MULTIPLE CHOICE
1. Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems?
a. Component design problems
b. Installation problems
c. Compatibility problems
d. Hardware malfunctions
ANS: A PTS: 1 REF: 188
2. Computer hardware components that cannot operate together in the same system are called ____.
a. inoperable
b. incompatible
c. incongruous
d. inconsistent
ANS: B PTS: 1 REF: 188
3. A hardware component that has its jumper pins set incorrectly is an example of a hardware ____.
a. configuration problem
b. malfunction
c. design problem
d. compatibility problem
ANS: A PTS: 1 REF: 189
4. Industry agreements that cover how computer components should communicate with the system into which they are installed are called ____.
a. jumper settings
b. product standards
c. Plug and Play standards
d. hardware conventions
ANS: C PTS: 1 REF: 190
5. Most hardware components today use which of these strategies to maximize compatibility with computer systems?
a. Dip switch settings
b. Plug and Play standards
c. Jumper settings
d. Software control codes
ANS: B PTS: 1 REF: 190
6. Support staff can reduce the likelihood of hardware configuration problems today by purchasing ____.
a. hardware from a single vendor
b. hardware with a 30-day return guarantee
c. Plug and Play–compatible hardware
d. pre-assembled systems
ANS: C PTS: 1 REF: 190
7. A 48- to 72-hour period during which a system or component is operated nonstop before installation at a user site is ____.
a. likely to overheat the system
b. a system burn-in test
c. unnecessary if components are tested during manufacture
d. required only for electromechanical devices
ANS: B PTS: 1 REF: 191
8. Which of these hardware devices is more likely to fail during the operation of a computer system?
a. CPU
b. Memory
c. CD or DVD drive
d. Peripheral adapter card
ANS: C PTS: 1 REF: 192
9. Most hardware devices that malfunction today are ____.
a. replaced
b. repaired
c. rebuilt
d. recycled
ANS: A PTS: 1 REF: 192
10. 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
ANS: B PTS: 1 REF: 194
11. A situation where two software packages use system resources in incompatible ways is called a(n) ____.
a. conflict
b. IRQ problem
c. performance problem
d. inconsistency
ANS: A PTS: 1 REF: 196
12. 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. freeware
c. open source
d. proprietary
ANS: C PTS: 1 REF: 197
13. A mismatch between the type of printer connected to a system and the software printer driver installed is an example of a ____.
a. conflict
b. configuration problem
c. bug
d. design problem
ANS: B PTS: 1 REF: 197
14. Major coding mistakes made by programmers when they write software are called ____.
a. vaporware
b. incompatibilities
c. design flaws
d. bugs
ANS: D PTS: 1 REF: 199
15. A software package feature that periodically checks the vendor’s Web site for software updates is called ____.
a. intelliware
b. Plug and Play
c. auto patch
d. automatic update
ANS: D PTS: 1 REF: 199
16. A replacement for one or a few modules in a software package that fixes one or more known bugs is called a(n) ____.
a. new version
b. new release
c. update
d. patch
ANS: D PTS: 1 REF: 199
17. A software package that contains few new features but primarily fixes known bugs in a previous version is called a(n) ____.
a. upgrade
b. new release
c. update
d. patch
ANS: C PTS: 1 REF: 199
18. 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 version of the package
b. upgrade to the package
c. new release
d. patch
ANS: D PTS: 1 REF: 199
19. A substantially rewritten software package that contains major new features is called a(n) ____.
a. new version
b. new release
c. update
d. patch
ANS: A PTS: 1 REF: 199
20. Which of these version numbers is likely the most recent version of a software package?
a. 3.6
b. 3
c. 3.61
d. 3.5A
ANS: C PTS: 1 REF: 199
21. 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 – 4 – 1 – 2
b. 3 – 2 – 1 – 4
c. 3 – 1 – 2 – 4
d. 3 – 2 – 4 – 1
ANS: D PTS: 1 REF: 199
22. A procedure or feature that accomplishes the same result as another feature that does not work correctly due to a software bug is called a ____.
a. bug fix
b. new release
c. patch
d. workaround
ANS: D PTS: 1 REF: 200
23. "If a computer, over a period of time, takes longer and longer to perform a task ""such as a File Save operation, it likely has a ____. "
a. hardware problem
b. software problem
c. performance problem
d. need to be upgraded
ANS: C PTS: 1 REF: 201
24. Performance problems in a computer system are usually due to ____ problems.
a. hardware
b. software
c. both A and B
d. neither A nor B
ANS: C PTS: 1 REF: 201
25. A computer system that operates but does not work as efficiently as it should has a ____.
a. hardware malfunction
b. software malfunction
c. performance problem
d. fragmentation problem
ANS: C PTS: 1 REF: 201
26. A user who presses the wrong sequence of keys in a software program is a victim of ____.
a. a software design problem
b. a software bug
c. a user mistake
d. poor training
ANS: C PTS: 1 REF: 202
27. 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 design problem
b. software bug
c. user mistake
d. user misunderstanding
ANS: D PTS: 1 REF: 203
28. A user who purchases an image scanner that is incompatible with the computer system to which he or she wants to connect it is a victim of ____.
a. a user mistake
c. a wrong product purchase
b. a user misunderstanding
d. poor training
ANS: C PTS: 1 REF: 203
29. 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. poor documentation
c. a user misunderstanding
d. misrepresentation of a vendor’s product
ANS: A PTS: 1 REF: 204
30. A common source of user misunderstanding and subsequent calls to help desks is poorly designed ____.
a. hardware
b. software
c. user documentation
d. networks
ANS: C PTS: 1 REF: 206
31. Hardware or software products that have been announced by vendors but do not actually exist are ____.
a. illegal
b. adware
c. shareware
d. vaporware
ANS: D PTS: 1 REF: 207
32. Network problems are often traceable to ____.
a. hardware
b. operating systems
c. application software
d. some combination of all of these
ANS: D PTS: 1 REF: 208
33. Software with harmful or malicious intent to disrupt the business operation of a computer or network or to steal information or money is called ____.
a. vaporware
b. phishing
c. shareware
d. malware
ANS: D PTS: 1 REF: 215
COMPLETION
1. Computer hardware components that cannot operate together in the same system are called ____________________.
ANS: incompatible
PTS: 1 REF: 188
2. Hardware ____________________ problems are caused by incorrect settings for the computer environment in which the hardware must operate.
ANS: configuration
PTS: 1 REF: 189
3. Industry-wide agreements on how an operating system and hardware components should communicate are called
ANS: Plug and Play standards
plug and play standards
Plug and Play plug and play
Plug-and-Play standards
plug-and-play standards
Plug-and-Play
plug-and-play
PTS: 1 REF: 190
4. "During a(n) ____________________, a computer system is operated nonstop for a 48"- to 72-hour period to give marginal components a chance to fail.
ANS: burn-in test burn in test
burn-in burn in
PTS: 1 REF: 191
5. Special-purpose utility programs that aid in the startup and configuration of application packages is called ____________________.
ANS: installation software
PTS: 1 REF: 194
6. A(n) ____________________ is a situation where two software packages use system resources in different and incompatible ways.
ANS: conflict
PTS: 1 REF: 196
7. A database of hardware and software configuration information maintained in a Windows operating system is called a(n) __________________.
ANS:
Registry registry
Windows Registry
windows registry
Windows registry
PTS: 1 REF: 198
8. A(n) ____________________ is a coding mistake made by a programmer during the development of a software program.
ANS: bug
PTS: 1 REF: 199
9. A(n) ____________________ is a software package that contains fixes for known bugs in a previous edition of the software.
ANS: update
PTS: 1 REF: 199
10. A(n) ____________________ is a replacement for one or a few small modules in a software package that fixes known bugs in the software.
ANS: patch
PTS: 1 REF: 199
11. A(n) ____________________ is a substantially rewritten software package that contains major new features.
ANS: version new version
PTS: 1 REF: 199
12. A(n) ____________________ is a new version of a program made available at a lower cost to previous owners of the program.
ANS: upgrade
PTS: 1 REF: 199
13. A(n) ____________________ is a software package that contains some new features that have been added to an existing program without a major rewrite effort.
ANS: release new release
PTS: 1 REF: 199
14. "When a vendor assigns numbers to versions of a software product, the lowest leve"l (that changes most frequently) is called a(n) ____________________ number.
ANS: build
PTS: 1 REF: 199
15. A(n) ____________________ is a method or feature of a software package that acco"mplishes the result a user wants, but bypasses a known bug in the software."
ANS: workaround
PTS: 1 REF: 200
16. "A(n) ____________________ is when a computer system works at some level, but not" as efficiently as it should.
ANS: performance problem
PTS: 1 REF: 201
17. ____________________ is a tendency among users to want to get a new hardware or software product operational as rapidly as possible.
ANS: Quick start behavior
quick start behavior
Quick start quick start
Quick-start behavior
quick-start behavior
Quick-start
quick-start
PTS: 1 REF: 204
18. Hardware or software products that have been announced and promoted by vendors but don’t actually exist are called ____________________.
ANS: vaporware
PTS: 1 REF: 207
19. "Calls to a support staff about security, viruses, backups, and ergonomics indica"te ____________________.
ANS: operating environment problems
operating problems
operational problems
environment problems
environmental problems
PTS: 1 REF: 207
20. Software designed with malicious or harmful intent to disrupt computer operation or steal information or money is called ________________________.
ANS: malware
PTS: 1 REF: 215
1. List the seven categories of computer problems that account for most of the common problems support specialists encounter.
ANS:
Hardware problems
Software problems
User problems
Documentation problems
Vendor problems
Operating environment problems
Network problems
PTS: 1 REF: 188
2. List three primary sources of hardware problems that confront support specialists.
ANS: Any three of the following:
Installation problems
Compatibility problems
Configuration problems
Hardware malfunctions
PTS: 1 REF: 188
3. Explain why electromechanical components are more likely to fail than electronic devices.
ANS:
Electromechanical components have moving parts that are more likely to wear out than electronic components.
PTS: 1 REF: 192
4. List at least three problem-solving steps for hardware devices.
ANS:
Any three of the following:
Check vendor Web site
Use Windows troubleshooters
Check Device Manager for conflicts
Examine README files
Use Internet search engine
PTS: 1 REF: 193
5. List three primary sources of software problems that confront support specialists.
ANS:
Any three of the following:
Installation problems
Compatibility problems
Configuration problems
Software bugs
Performance problems
PTS: 1 REF: 194
6. Explain the purpose of an installation software utility.
ANS:
An installation software utility automates many of the manual tasks required to "install a software package, such as creating subdirectories or folders, copying f""iles, and setting configuration options."
PTS: 1 REF: 194
7. "Explain the differences among freeware, donationware, shareware, and open source" software.
ANS:
Freeware is distributed without a use or licensing fee. Donationware is freeware that requests a donation to support continued development. Shareware is commercial software that users can try out during an evaluation period. Open source software is developed by a loose-knit team of programmers who collaborate to improve the software and agree to make it available to all users.
PTS: 1 REF: 196
8. Explain the purpose of the Registry in a Windows system.
ANS:
The Windows Registry is a database of hardware and software configuration information that is maintained during the operation of a Windows system.
PTS: 1 REF: 199
9. Explain why software bugs occur and how common they are.
ANS: Bugs are caused by coding errors programmers make when developing a software pac"kage. They are found in virtually every software package, but are most common in "custom-developed software.
PTS: 1 REF: 199
10. "Describe the differences among a new software version, an upgrade, a release, an"" update, a service pack, and a patch."
ANS:
A new version contains major new features and is usually a rewritten package. An upgrade is a new version available at a lower cost to owners of a previous version. A new release contains some new features. An update is a release that fixes known bugs in a previous version or release. A service pack (or service release) contains both updates and patches to fix documented problems with a version of a program.
A patch is a replacement for one or a few modules in a larger system that fixes known bugs.
PTS: 1 REF: 199
11. Explain the significance of a software package whose version number is 2.13.
ANS: The version number is 2; the update number is 1; the patch number or service release (or service pack) number is 3.
PTS: 1 REF: 199
12. What is a workaround? When is a workaround useful?
ANS:
A workaround is a method or feature that accomplishes the same result as another feature that fails to work properly due to a bug or other malfunction. Workarounds are useful to help a user be as productive as possible while a permanent solution to a problem is developed.
PTS: 1 REF: 200
13. List at least four categories of common user support problems that are caused by computer users themselves.
ANS: Any four of the following: Mistakes
Misunderstandings
Wrong products
Inadequate training or information
Forgotten information
PTS: 1 REF: 202
14. Explain the difference between a user mistake and a user misunderstanding.
ANS:
A user mistake is simply an error that all users make while using a computer sys"tem. A misunderstanding is based on inaccurate knowledge of how a system works, o"r what its features or functions are.
PTS: 1 REF: 202
15. Describe quick start behavior and explain solutions to this problem.
ANS:
Quick start behavior is a tendency among computer users to forgo reading the installation manual and attempt to get a hardware or software component operational as rapidly as possible. Some vendors provide quick start documentation (Getting Started guide).
PTS: 1 REF: 204
16. Describe strategies for dealing with users who forget important information.
ANS: Write down procedures. Write reminders of passwords. Use reference sheets.
PTS: 1 REF: 205
17. Describe common problems with user documentation that account for support problem incidents.
ANS:
Poorly organized documentation
Incorrect information
Incomplete information
PTS: 1 REF: 206
18. List common vendor problems that account for support services problem incidents.
ANS: Oversell products
Misrepresent product features
Deliver software with known bugs
Deliver products later than promised
PTS: 1 REF: 206
19. List some common operating environment problems support specialists may encounter.
ANS:
"Problems with facilities: electricity, lighting, A/C, furniture, workplace ergon""omics, and safety
""Problems with environment: data backup/recovery, security threats, and disaster "and contingency planning
PTS: 1 REF: 207
20. Describe some problems associated with malware.
ANS:
Malware is software designed with malicious or harmful intent to disrupt normal "computer or network operations, or steal information or money."
PTS: 1 REF: 215