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Apple Desktop Service Certification Sample Questions:

1. A Mac mini displays a flashing question mark at startup. Which step does Apple recommend you take FIRST?

A) Try to start up from a bootable CD or DVD.
B) Reinitialize the hard disk and reinstall the Mac OS.
C) Replace the internal hard drive with a known-good hard drive.
D) Replace the logic board.

2. Why do you need to take precautions when disposing of CRT displays? SELECT TWO

A) CRT displays may contain toxic gases.
B) CRT displays may contain hazardous materials.
C) CRT displays may implode if mishandled.
D) CRT displays may present a fire hazard.
E) CRT displays may present a radiation hazard.

3. A customer complains that she cannot access the Internet using Safari running on her Mac mini. The computer is connected to a cable modem with an Ethernet cable. Which of the following is a PROTOCOL in this scenario?

A) IPX
B) NetBIOS
C) AppleTalk
D) TCP/IP

4. Which of the following would be the most appropriate question to ask FIRST, when gathering information from customers about a problem with their Apple product?

A) Did you turn off the computer improperly?
B) What operating system are you using?
C) Is this the first time you have had this problem?
D) What is the issue?

5. Why is a systematic troubleshooting approach useful?

A) It verifies all operating system components are functioning.
B) It gives you precise guidelines for what to charge for repairs.
C) It provides a telephone support system to help you resolve all issues.
D) It works when inspiration or experience fails.

Solutions: