Software Troubleshooting practice questions

Answer: A) Update the Wi-Fi adapter driver and clear the option that lets Windows turn the adapter off to save power

Repeated Wi-Fi drops that only an adapter reset fixes usually come from the driver or power management. Updating the driver and stopping Windows from turning the adapter off to save power are the targeted fixes.

• AThe connection comes back only after the adapter is reset, which points to the adapter itself. Common causes are a buggy or outdated driver, or power management turning the adapter off and failing to bring it back. Updating the driver and clearing 'Allow the computer to turn off this device to save power' on the Power Management tab address both.
• BRenewing the DHCP lease only treats the symptom. It does not help an adapter that has stopped responding until it is reset, and it does nothing to stop the drops from happening again.
• CThe saved profile works, because the laptop reconnects as soon as the adapter is reset. Re-creating the profile does not fix an adapter that keeps going unresponsive.
• DThe firewall filters traffic. It does not disable the wireless adapter or drop the connection to the access point, and turning it off weakens security without fixing anything.

Answer: A) Treat it as a possible infection: check for malware that disables security tools, then re-enable protection and run a full scan

Malware often tries to turn off antivirus protection to avoid detection. If protection is unexpectedly disabled and licensing has been ruled out, the technician should investigate for infection and restore protection.

• ACorrect. Microsoft notes that attackers often try to disable security features such as real-time protection to avoid detection, and that tampering attempts can indicate a larger attack. With licensing ruled out, an unexplained disabled status is a malware symptom to investigate.
• BIncorrect. Hiding the notification leaves the PC unprotected and ignores a possible sign of infection.
• CIncorrect. Adding another product does not explain why protection was turned off, and any malware responsible stays on the system and uninvestigated.
• DIncorrect. Restoring without investigating is premature. It skips identifying the threat and could bring back an image that is already compromised or reinfected.

Answer: A) The installed app version has not yet been updated by its developer to support the new OS

An app that reports an unsupported OS version right after a major OS update most likely isn't yet compatible with the new OS. The fix is to install an updated version of the app or get one from the developer.

• ACorrect. When only one app reports an unsupported OS right after a major OS update, the likely cause is that the app's current version isn't compatible with the new OS. Fix it by checking the app store for an updated version or contacting the developer or vendor for a compatible release.
• BIncorrect. Corrupted cache data usually causes crashes, freezes or odd behavior. It doesn't cause the app to report that the OS version isn't supported.
• CIncorrect. Low storage can make app installs or updates fail and slow the device down. It doesn't cause a version-compatibility message in one app while other apps run normally.
• DIncorrect. Outdated carrier settings can affect cellular connectivity, but they don't change which OS versions an app supports, and they would cause connection errors, not an unsupported-OS message.

Answer: A) The file was changed in two places before either change synced, so the client kept both versions

A renamed duplicate next to the original is a sync conflict. The file changed in two places before syncing, so the client kept both versions for the user to compare and merge. OneDrive, for example, adds the device name to the local copy.

• AThis is a sync conflict. The same file was changed on two devices, or locally and online, before one change could sync to the other. The client can't merge the edits automatically, so it keeps both versions and renames one (OneDrive adds the device name). The user then compares them and decides which changes to keep.
• BSync clients don't split oversized files into renamed duplicates. A file over the size limit simply fails to upload and shows a sync error.
• CInvalid characters or restricted names cause a sync error on the original file, which the user has to rename. They don't produce a second, renamed copy next to the original.
• DLow disk space stops or pauses syncing. Creating an extra duplicate would only use more space, and a full drive doesn't cause a renamed second copy.

Answer: A) Restart the Print Spooler service from Services or with net stop/net start spooler

When every queue on a print server hangs, the standard first step is to restart the Print Spooler service (Services, net stop/start spooler, or Restart-Service). This clears stuck jobs without the disruption of rebooting the whole server.

• ACorrect. Microsoft's troubleshooting guidance says to restart the Print Spooler service to clear stuck print jobs. You can do this in the Services app, with net stop spooler and net start spooler, or with Restart-Service -Name spooler. It fixes the hung queues without restarting the whole server.
• BIncorrect. A reboot would probably clear the problem, but it disrupts every other role on the server. It is a bigger step than restarting the one service that has hung, so it should not be the first thing to try.
• CIncorrect. The jobs are already stuck in the queues on the server for every printer. That points to a problem on the server side, not to client drivers, so reinstalling drivers on every workstation is slow and aimed at the wrong place.
• DIncorrect. Every queue on the print server is stuck and jobs can't be cancelled. A fault in one printer would not cause that, so power-cycling each device won't fix the server's hung spooler.

Answer: A) Check the service's Dependencies tab and System log errors, then remove the update if needed

When a service fails after an update, check its dependencies and the Service Control Manager error in the System log. If the update clearly caused it, roll the update back before trying drastic fixes.

• AIf a service it depends on fails, the service won't start either. Those dependencies are listed on the service's Dependencies tab in Services.msc, and the System log records the Service Control Manager error (for example, Event ID 7000 or 7001). If the failure clearly started with the update, uninstalling that update is a targeted fix.
• BDisabling the service only hides the symptom. Whatever depends on that service still won't work, and the cause hasn't been found.
• CFreeing disk space doesn't address a service start failure caused by a failed dependency, a bad configuration, or a change from the update. A restart alone also skips the actual troubleshooting.
• DA clean install wipes data and applications. That's far out of proportion for a single service failure that can be investigated and fixed directly.

Answer: A) Open Task Manager, select the frozen app on the Processes tab, and choose End task

When one application hangs but Windows stays responsive, end just that task in Task Manager. This closes the frozen program without losing unsaved work in other applications.

• ACorrect. The hang is limited to one application, so ending only that task in Task Manager closes it. The other open applications and their unsaved work are not affected.
• BIncorrect. A forced power-off closes every application, so the unsaved work in the other programs would be lost, and it can corrupt open files. Because the rest of the system is responsive, such a drastic step is not needed.
• CIncorrect. System File Checker scans and repairs protected Windows system files. It does not end a running process, and it is not the tool for closing a single hung application.
• DIncorrect. Startup settings in msconfig or Task Manager only control what launches at the next sign-in or boot. Changing them does not close an application that is already running and frozen.

Answer: A) The Separator Page setting on the Advanced tab of the shared printer's properties on the print server

A separator page set on a print server's shared queue (Printer Properties > Advanced > Separator Page) goes in front of every job sent through that queue, regardless of client settings. The fix is to clear it on the server, not on each PC.

• AWindows lets you specify a separator page file for a printer on the Advanced tab of its properties (Advanced > Separator Page). When the setting is on the print server's shared queue, the separator page goes in front of every job sent through that queue, no matter what each client has selected. Clearing it on the server fixes the problem for all users.
• BRestarting or reconfiguring the client spooler does not change how the server's queue processes jobs. The server would still add the separator page it is configured to use.
• CThe client driver version does not control a separator page file assigned to the shared queue on the print server. Reinstalling drivers on every PC would not stop the server from adding it.
• DThe port type affects how the printer is discovered and reached, not whether a separator page is added. Clients printing through the shared server queue get the server's separator setting either way.

Answer: A) fsutil behavior query DisableDeleteNotify

`fsutil behavior query DisableDeleteNotify` shows whether Windows sends TRIM to storage. A value of 0 means TRIM is enabled and 1 means it is disabled. You can re-enable it with `fsutil behavior set disabledeletenotify 0`.

• AMicrosoft documents this command as the way to check whether TRIM is enabled. DisableDeleteNotify = 0 means delete notifications (TRIM) are enabled, and 1 means they are disabled. If needed, `fsutil behavior set disabledeletenotify 0` turns TRIM back on for NTFS without a restart.
• BCHKDSK checks the file system for errors. It does not report whether Windows sends TRIM (delete notifications) to the drive.
• CSystem File Checker checks and repairs protected Windows system files. It has nothing to do with the TRIM setting for storage volumes.
• DDiskPart's list volume shows each volume's letter, file system, size, and status. It does not show whether TRIM is enabled.

Answer: A) Whether the server and share path saved in the printer's scan destination still match the folder's current location

When a scan-to-folder job that used to work fails with path not found while connectivity is fine, the stored destination path is most likely out of date, for example after a renamed share, a moved folder or a replaced server. Update the printer's scan destination to match the current path.

• ACorrect. A scan-to-folder destination stores a fixed \\server\share\folder path. If the folder was renamed or moved, or the file server was replaced, the stored path no longer resolves and every job fails with a path-not-found error. Network connectivity is unaffected. Updating the stored destination fixes it. A credential or permission change usually produces an access-denied error instead.
• BIncorrect. Scan-to-folder jobs start at the printer and are written directly to the share. Workstation print drivers aren't involved, and printing still works.
• CIncorrect. The printer's network connection is already confirmed working and printing still succeeds, so cabling and IP addressing are not the cause.
• DIncorrect. The print queue and the Print Spooler service handle outgoing print jobs. They have no role in the printer saving scanned files to a network share.