Question 1.
You upgrade the BIOS to the current version. Customers logs in and discover that a specific software application does not work.

A. Downgrade the BIOS to the previous version
B. Contact HP for a replacement system board
C. Contact HP for a replace BIOS chip
D. Upgrade the affected software application

Answer: A

Question 2.
Your customer's computer reboots with no warning. What should you try first to help isolate this? (Select two)

A. Replace the system board and test
B. Remove any third party hardware
C. Check system event log
D. Restore the unit and reinstall

Answer: B, C

Question 3.
Your customer indicates that Windows in not recognizing their MultiBay hard disk drive. 

What can be done first to isolate this problem?

A. Set the MultiBay hard disk drive as a slave
B. Reinstal the factory image
C. MultiBay is not an HP supported configuration
D. Reseat the MultiBay hard disk drive

Answer: D

Explanation:
The system does not recognize a hard drive in the external MultiBay. The drive is not seated properly. Remove and reinsert the drive. The drive was inserted while the notebook was on, in Standby, or Hibernation. Always shut down the notebook before removing or inserting a hard drive. The drive is damaged. 
Replace the hard drive.

Question 4.
What can you do with a MultiBay hard disk drive?

A. Increase the size of the existing hard disk drive
B. Attach a SCSI drive
C. Install an additional hard disk drive
D. Daisy chain multiple hard disk drives

Answer: C

Question 5.
Where would you confirm a spare part number?

A. HP PartSurfer
B. device manager
C. HP parts library
D. Windows Control Panel

Answer: A

Question 6.
What tool do you use to test ESD equipment?

A. volt meter
B. osciloscope
C. ohm meter
D. amp meter

Answer: C

Explanation:
Electrostatic discharge protection
A sudden discharge of static electricity from your hand or another conductor can destroy staticsensitive devices or micro circuitry. You might not feel or hear the spark, but it can cause damage. An electronic device exposed to electrostatic discharge (ESD) may not be affected at all, or the device may function normally for a while, and then degrade in the internal layers, reducing its life expectancy. Networks built into many integrated circuits provide some protection, but in many cases, the discharge contains enough power to alter device parameters or melt silicon junctions. You should regularly check your ESD equipment using an ohmmeter.

Question 7.
Your customer is having problems after installing memory in their computer. 

What should they do?

A. DPS test
B. Event Viewer
C. Device Manager
D. Task Manager

Answer: A

Question 8.
What is the primary benefit of HP 3D DriveGuard?

A. it protects hard drive from moisture damage
B. it detects sudden motion and temporarily stops hard disk
C. it encrypts the hard disk drive data
D. it enhances Windows Aero security performance

Answer: B

Explanation:
HP DriveGuard and HP 3D DriveGuard - Formerly known as HP Mobile Data Protection, this technology helps prevent hard disk drive failure and loss of data if the notebook is dropped or moved while running 

Question 9.
The operating system doesn't load. What is the first step you should take to determine if a thirdparty component is related to the problem?

A. Replace the third party component
B. Remove the third party component
C. Call the third party vendor's support line
D. Update the component drivers/software

Answer: B

Question 10.
Your customer is experiencing intermittent lockups on a computer kept inside. 

What is most likely cause?

A. vibration
B. temperature
C. ESD
D. altitude

Answer: B

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