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When replacing a MacBook Air (Late 2010) embedded battery, it is acceptable to flex or twist the battery pack to aid in removal.
A. True
B. False

Correct Answer: A QUESTION 12
How should you handle an embedded battery once it has been removed from a Mac Book Air (Late 2010)? SELECT TWO:
A. By the edges.
B. Use both hands.
C. Grasping the cells packs.
D. Compressing the top and bottom.
E. Use either needle-nose pliers or metal tongs.

Correct Answer: AB QUESTION 13
If the embedded battery with exposed cell packs from a MacBook Air (Late 2010) is dropped during service, it should always be replaced.
A. True
B. False

Correct Answer: A QUESTION 14
Where is the best place for a customer to look for information about locating her Mac’s serial number?
A. Downloads
B. Discussions
C. Service News
D. User’s manual

Correct Answer: D QUESTION 15
Which piece of information is best used to determine any Mac’s correct AppleCare name?
A. the EMC number
B. the serial number
C. the MAC address
D. the model number

Correct Answer: B QUESTION 16
You are attempting to power a Mac mini (Late 2009) with an 85 Watt power adapter. Will this work?
A. Yes

B. No Correct Answer: B QUESTION 17
A customer brings a Mac Pro to your service center for repair. After finding the serial number, which TWO of the following sources will display the proper AppleCare name for that Mac Pro? SELECT TWO
C. Console
D. Terminal
E. System Profiler
F. Apple Name Tool
G. Apple Hardware Test

Correct Answer: AB
A customer brings his MacBook Pro (17-inch Mid-2010) in for servicing. It is not functioning correctly and you suspect the machine has been damaged by the customer. As you inspect for accidental damage, you should open the lid and confirm that the hinges are working smoothly and inspect the LCD for scratches on the display coatings or cracks in the glass. You should also ____________________ and __________________. SELECT TWO
A. open the hard disk drive to check for scratches or dust inside
B. look for cracks, dents or scratches on the exterior of the system
C. connect the system to external speakers to check for sound output
D. check for any unusual odors coming from the system, which might indicate spill damage
E. ask the customer to describe in detail how he abused his computer to the point that it no longer functions

Correct Answer: AD
After identifying some accidental damage and pointing it out to the customer, the customer says “Apple’s warranty should cover this kind of problem.” How should you respond?
A. Apple will only cover the internal damage, not the cosmetic damage, so the charge will be less.
B. You’re right, Apple’s warranty does cover this kind of accidental damage, so the repair will be free.
C. Apple’s warranty does not cover this, but the AppleCare Protection Plan might, but only if you buy it now.
D. Apple’s warranty specifically calls out accidental damage as an instance where system failures are not covered.
Correct Answer: D
What is the function of the SMC in an Intel Mac?
A. The SMC controls all aspects of power flow.
B. The SMC controls the speed of the hard drive.
C. The SMC manages the amount of virtual memory used.
D. The SMC manages all communication with attached peripherals.

Correct Answer: A
Which THREE of the following symptoms would most likely be resolved by performing an SMC reset as a first step? SELECT THREE
A. Computer does not turn on
B. Cursor is unresponsive in Finder
C. Network / Internet connectivity issues
D. USB and/or FireWire port(s) do not function
E. Computer does not sleep / wake from sleep

Correct Answer: ADE
Which THREE troubleshooting steps should be attempted if the SD card slot does not appear in System Profiler on MacBook Pro (13-inch, Mid 2009)? SELECT THREE
A. Reset PRAM.
B. Reset the SMC.
C. Force the card into the slot.
D. Back up user data, then erase and reinstall Mac OS X.
E. Remove and reinsert the card with a third party SD card adapter.
F. Start up from the Mac OS X Installer DVD or external disk and check System Profiler.

Correct Answer: ABF
Which of the following can permanently damage an LCD display?
A. Rubbing the display.
B. Using a screen saver.
C. Not using a screen saver.
D. Turning brightness up too high.

Correct Answer: A
Examine the exhibit.

What is the correct name for this type of pixel anomaly?
A. Dark dot defect
B. Stuck sub-pixel
C. Bright dot defect
D. Vertical TAB fault

Correct Answer: D
Which of the following statements describes how CCFL backlighting is similar to LED backlighting when troubleshooting backlighting issues in Apple displays?
A. Both types of displays use fluorescent lights.
B. Both types of displays use light emitting diodes.
C. Both types of displays are diagnosed identically.
D. Both types of displays have components that are individually replaceable.

Correct Answer: C QUESTION 26
The LED on a MacBook (13-inch Late 2009) MagSafe power adapter does not illuminate at all when it is plugged into the MacBook and you know the adapter is connected to a known good power source. What is the most likely cause of this symptom?
A. The MacBook has a faulty backup battery.
B. The MagSafe adapter needs to be reset first.
C. The MacBook has a faulty magnetic sleep sensor.
D. A MagSafe adapter connector pin is stuck down or dirty.

Correct Answer: D QUESTION 27
If an AirPort Extreme Base Station stopped responding, has network accessibility issues, or needs to be reverted back to default factory configuration, you should perform a _______.
A. Soft reset
B. Hard reset

Correct Answer: B QUESTION 28
If you are unable to find the password for an AirPort Extreme or Express Base Station, you should perform a _______.
A. Soft reset
B. Hard reset

Correct Answer: A QUESTION 29
Which THREE of the following probing questions are most appropriate to ask the customer when troubleshooting AirPort issues? SELECT THREE
A. Are wired computers affected as well?
B. Are just wireless computers affected?
C. How much RAM do you have installed?
D. What is the computer’s processor speed?
E. What is the resolution of the computer’s display?
F. Are any hubs, routers, or other computers connected to the network?

Correct Answer: ABF QUESTION 30
Examine the exhibit.

What AirPort Extreme port does the number 3 identify?
D. Power
E. FireWire

Correct Answer: C
Which of the following is NOT a valid Bluetooth troubleshooting tip for Macs?
A. Check for signal interference.
B. Make sure Bluetooth is turned on.
C. Update Bluetooth software on the Mac.
D. Verify Bluetooth peripheral hardware batteries are charged.
E. Make sure the Bluetooth peripheral is at least 20 meters away from the Mac.

Correct Answer: E
You are troubleshooting an iMac (Early 2008) that does not power on. You notice that all diagnostic LEDs remain off when a known-good power cord is connected to the iMac and to a known-good power outlet. What is most likely the cause of these symptoms?
A. Faulty power supply
B. Faulty optical drive
C. Faulty LCD panel
D. Faulty video card
Correct Answer: A
Examine the exhibit.

What is this message?
A. Kernel Panic
B. Software Update
C. Firmware Update
D. Power-On Self-Test

Correct Answer: A
What is the indication that a Mac has completed a successful power-on self test (POST)?
A. Startup Chime.
B. A series of beeps.
C. The Login Window starts.
D. The Desktop, Dock, and menu bar load.

Correct Answer: A
You can use a higher wattage power adapter with an Apple portable computer, but you cannot use one with less wattage without potential operating issues.
A. True
B. False

Correct Answer: A

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