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You have just completed replacing a logic board in an iMac (Flat Panel) and are reassembling the computer. Which of the following special tools is recommended during this reassembly?
A. CRT discharge tool
B. Torque screwdriver
C. Spring tensioning tool
D. Jumper adjustment tool

Correct Answer: B QUESTION 38
In the component isolation technique, if you do not get a startup chime and/or a flashing question mark, you check the components of the minimal system by _________.
A. Visually inspecting them for damage.
B. Replacing them with known-good parts in any order.
C. Adding more known-good parts in a specified order.
D. Replacing them with known-good parts in specified order.

Correct Answer: D
When practicing component isolation, which ONE of the following components would NOT be a part of a minimal system configuration for a Power Mac G4 (Mirrored Doors)?
B. Speaker
C. Hard Drive
D. Logic Board
E. Power Cable
F. Power Supply
G. Front Panel Board
H. Processor with Heatsink

Correct Answer: C
The basis for the component isolation troubleshooting technique is an understanding of ______ within computers.
A. power flow
B. software data flow
C. firmware data flow
D. processor instruction flow

Correct Answer: A
When setting up a minimal system using the component isolation technique, you start with only the components necessary to_____.
A. Boot the system into Mac OS 9.
B. Boot the system into Mac OS X.
C. Boot the system into Open Firmware diagnostics.
D. Hear a boot chime and/or see a flashing question mark on a display.

Correct Answer: D
You are using component isolation to troubleshoot a Power Mac G4 (Quicksilver). You have already reduced the computer to the appropriate minimal configuration. You have just installed a known-good video card and have attached a known-good external VGA display to it. Upon startup, you see a flashing question mark on the VGA display, but you hear no startup chime. What signals or power could be missing to cause this problem?
A. Timing signals to the processor through the logic board.
B. Power to the memory subsystem through the logic board.
C. Backup battery voltage to the PMU through the logic board.
D. Audio signals to the speaker through the front panel board.
Correct Answer: D
What is the BEST way to properly ground an ESD workbench mat?
A. Attach the mat to the unit being serviced.
B. Connect the mat to a grounded electrical outlet.
C. Connect only the wriest strap and cord to a grounded electrical outlet.
D. Connect the wrist strap and cord only to the mat.

Correct Answer: B
What humidity level should be maintained to ensure an ESD-safe environment?
A. 25%-40%
B. 50%-75%
C. 75%-90%
D. 90%-100%

Correct Answer: C
Which FOUR of the following actions helps reduce the risk of damage from ESD? (Choose four)
A. Ground yourself and the equipment you are working on.
B. Always place ESD-sensitive components on metal surfaces.
C. Handle all ESD-sensitive boards by the connectors, not the edges.
D. Use static-shielding storage bags for ESD-sensitive components.
E. Do not bring plastic, vinyl, or foamed polystyrene near ESD-sensitive components.

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You have replaced the video card in a Power Macintosh G4 (FW 800). In what THREE ways should you test the repair before running the system to the customer? (Choose three)
A. Leave the computer on overnight.
B. Verify that the original symptom is resolved.
C. Verify that no new symptoms have occurred.
D. Start up the computer in Target Disk Mode to test the internal hard drive.
E. Run all Apple Service Diagnostic tests for the Power Mac G4 (FW 800).
F. Run Apple Service Diagnostic video tests for the Power Mac G4 (FW 800).

Correct Answer: BCE
An eMac has no video, but powers on with a normal startup chime, and normal startup sounds from the hard drive. Which of the following steps should you try next?
A. Update the eMac firmware.
B. Replace the eMac logic board.
C. Replace the eMac Display/Analog Assembly.
D. Connect a known-good VGA display to the eMac.

Correct Answer: D
You are troubleshooting an intermittent video issue on an eMac. Which of the following is them most appropriate way to approach this problem?
A. Do nothing. The problem may resolve itself.
B. Run looping diagnostics to verify the issue.
C. Follow component isolation steps to resolve the issue.
D. Replace the Display/Analog Assembly inside the eMac.
Correct Answer: B
Which of the following is ALMOST CERTAINLY a software-related problem?
A. No video display
B. Low disk space warning
C. Single beep at startup
D. No Internet connectivity

Correct Answer: B
You are troubleshooting a Power Mac G5 that will not boot, and emits error tones when powered on. You suspect that the customer may have installed incompatible or faulty RAM, but you are not sure. What should you do to verify the RAM requirements for this Power MAC G5?
A. Call Apple
B. Order Apple RAM
C. Check Specifications
D. Count the RAM sockets on the logic board

Correct Answer: C
You are troubleshooting a Power Mac G5 that has the following symptom: The power-on LED illuminates when the power button is pressed, fans spin, and the boot tine chimes, but there is no video displayed on the attached know-good display. Rank the following possible causes from First to Last, in the order you should check them:
Crashed PMU

Faulty logic board

Corrupted PRAM

Video card not fully seated in logic board connector

Faulty video card
A. 1, 3, 4, 5, 2
B. 2, 1, 4, 3, 5
C. 3, 1, 4, 5, 2
D. 4, 3, 5, 1, 2
E. 5, 1, 2, 4, 3

Correct Answer: D
An eMac (USB 2.0) is displaying a flashing question mark at startup. When you start up the computer from a known-good bootable external FireWire hard drive the internal hard drive does not appear on the desktop. What is the recommended order in which to attempt the following troubleshooting steps on the internal hard drive?
Replace the hard drive.

Reinitialize the hard drive.

Replace the hard drive cable.

Verify the hard drive’s cable connections.

Reinstall the software drivers for the hard drive.
A. 1, 3, 4, 2, 5
B. 2, 1, 3, 5, 4
C. 3, 1, 4, 5, 2
D. 4, 1, 5, 2, 3
E. 5, 4, 2, 3, 1

Correct Answer: E
A customer states that he cannot open an AppleWorks file. What is the most productive question to ask him FIRST?
A. Can you open any files?
B. Can you open other AppleWorks files?
C. What version of AppleWorks are you using?
D. In your Mac connected to a network?

Correct Answer: B
A hard dive in a Power Mac G4 (QuickSilver) is not spinning after the computer is powered on. You have verified that the drive power cable connector has no voltage by using a voltmeter. Which of the following is the most appropriate part or module to replace in this situation?
A. Hard Drive
B. Hard Drive Data Cable
C. Power Supply Assembly
D. Cable Harness Assembly

Correct Answer: C
Which THREE of the following computers uses Serial ATA hard drive technology? Select three.
A. Power Mac G4 (FW 800)
B. Power Mac G5 (Uni 1.6GHz)
C. Power Mac G5 (Dual 2.0 GHz)
D. Power Mac G4 (Mirrored Drive Doors)
E. Power Mac G5 (June 2004 Dual 2.5 GHz)

Correct Answer: BCE
A customer states that he has never been able to burn DVD’s with his eMac (USB 2.0), yet his friend has an identical-looking eMac (USB 2.0) that can burn DVD’s. You have verified that the customer’s eMac (USB 2.0) has a DVD / CD-RW Combo optical drive and is running the latest version of Mac OS X. The eMac has no other problems. What is the probable cause is this issue?
A. The eMac (USB 2.0) requires more RAM.
B. The eMac (USB 2.0) requires a firmware update.
C. The Combo drive is not capable of burning DVD’s.
D. The eMac (USB 2.O) optical drive is malfunctioning.

Correct Answer: C
You are working on an eMac that has no video on its built-in display. The fan is spinning, and there is drive activity present. You have tried resetting PRAM, booting to a known-good CD, and resetting the PMUm but the issue persists. You have also connected a known-good external VGA monitor to the eMac’s video out port, but failed to see any video on the external display. Which of the following is the most appropriate part or module to replace in this situation?
B. Logic Board
C. Power Supply
D. Display / Analog Assembly

Correct Answer: B
Which THREE of the following symptoms would be best resolved by performing a PMU reset as a first step? (Choose three)
A. Network / Internet connectivity issue.
B. No power / computer does not function.
C. Cursor randomly freezes on the display.
D. USB and/or FireWire port(s) do not function.
E. Computer does not sleep / wake from sleep.
Correct Answer: BCE
Which TWO of the following features are part of the Universal Motherboard Architecture in Apple desktop computers? (Choose two)
C. FireWire
D. Target Disk Mode
E. Power Manager 2.0
F. Hardware DVD decoding

Correct Answer: CE
A Power Mac G5 fails to start up, and the status light on the front of the computer flashes three times.
What does this indicate?
A. Thermal failure
B. No startup disk found
C. Firmware v3.0 upgrade required
D. No RAM bank passed memory testing

Correct Answer: D
Which of the following Power Mac G5 internal fans can only be replaced by replacing the entire G5 enclosure?
A. Front inlet fan
B. Rear exhaust fan
C. Media blower / fan
D. Speaker / fan assembly
E. Power supply fan assembly

Correct Answer: C
Which TWO of the following computers can accept a 184-pin DDR333 PC2700 SDRAM DIMM? (Choose two)
A. iMac (Flat Panel)
B. eMac (USB 2.0)
C. Power Mac G5 (Uni 1.6Ghz)
D. Power Mac G5 (Dual 2.0 Ghz)
E. Power Mac G5 (June 2004 Dual 2.5 Ghz)
Correct Answer: BC
What is the function of the PMU in an Apple desktop computer?
A. The PMU controls all aspects of power flow.
B. The PMU controls the speed of the hard drive.
C. The PMU manages the amount of virtual memory used.
D. The PMU manages all communication with attached peripherals.
Correct Answer: A QUESTION 29
A Power Mac G5 sometimes becomes unresponsive and the cursor freezes on the display when running an application. You have verified the symptom, have already attempted to force the application to quit, but the computer remains unresponsive. What should you try next?
A. Hold the mouse button down for several seconds to regain cursor control.
B. Press the power button for several seconds to try shutting the computer down.
C. Disconnect and reconnect all peripherals to reset the Open Firmware Device Tree.
D. Disconnect the power cord and the backup battery for several minutes to reset the PMU.

Correct Answer: B
The fans inside a customer’s Power Mac G5 seem to constantly run at full speed after a repair involving logic board replacement. What should be done FIRST to correct this problem?
A. Replace the processor(s).
B. Run Apple Service Diagnostic.
C. Replace the fans inside the Power Mac G5.
D. Replace the Power Mac G5 logic board again.

Correct Answer: B
You are troubleshooting an eMac system that has Mac OS X. The icon of a connected external FireWire drive is not appearing on the Finder Desktop. Which of the following would be MOST useful in troubleshooting this issue?
A. Terminal
B. Network Utility
C. Process Viewer
D. System Profile
E. Apple Hardware Test

Correct Answer: D
A Macintosh can start up from Mac OS X, but not from Mac OS 9. If you select the Mac OS 9 System Folder in the Startup Disk preference pane of MAC OS X, a flashing question mark appears on the screen when you restart the computer. What is one possible cause of this condition?
A. The disk was reformatted using Disk Utility for Mac OS X, using the HFS Plus (extended) format instead of HFS format.
B. The disk was reformatted using Disk Utility for Mac OS X, and the option to install the Mac OS 9 drivers was not selected.
C. The disk was reformatted using Disk Utility for Mac OS X, using the HFS format instead of HFS Plus (extended) format.
D. This Macintosh does not support booting into Mac OS 9.

Correct Answer: B
What is the first step to take if you have an iMac (Flat Panel) that constantly ejects any CD / DVD that is inserted?
A. Replace the optical drive.
B. Replace the optical drive cable.
C. Replace the optical drive bezel.
D. Disconnect all peripheral devices, especially the mouse.

Correct Answer: D QUESTION 34
A customer needs to transfer data from her eMac for use on her Power Mac G5, but the eMac fails to start up completely due to a video issue.
Which of the following would most easily accomplish the data transfer?
A. Remove the hard drive from the eMac and install it into the Power Mac G5.
B. The eMac will need to be replaced before any data can be recovered from it.
C. Boot the eMac into Mac OS X Safe Mode and connect the eMac and Power Mac G5 with an Ethernet cable.
D. Boot the eMac into Target Disk Mode and connect the eMac and Power Mac G5 with a FireWire cable.

Correct Answer: D QUESTION 35
A Power Mac G4 (Mirrored Doors) displays a flashing question mark at startup. Which step does Apple recommend you take FIRST?
A. Reset Parameter RAM.
B. Try to start up from a bootable CD or DVD.
C. Reinitialize the hard disk and reinstall the Mac OS.
D. Replace the internal hard drive with a known-good hard drive.

Correct Answer: B QUESTION 36

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An eMac (USB 2.0) has a malfunctioning logic board. You replace the logic board. Which of the following diagnostics utilities should you run to verify that the new logical board is functioning properly?
A. MacTest Pro
B. Disk First Air
C. TechTool Deluxe
D. Apple Service Diagnostic

Correct Answer: D QUESTION 2
Which of the following is ALMOST CERTAINLY a hardware-related problem?
A. No video at startup
B. Error beep at startup
C. Distorted video at startup
D. Blinking question mark at startup

Correct Answer: B QUESTION 3
You have just reassembled an iMac (Flat Panel) after replacing its logical board. You start up the iMac and the unit powers on, a startup chime is heard, the hard drive sounds normal, and the unit seems to be booting, but there is only a blank white image displayed on the LCD display. You shut the unit down, connect an external VGA display to the iMac and try again. This time, a normal startup sequence is displayed only on the external VGA display.
What is the most likely cause of this problem among the choices listed?
A. The LCD display is malfunctioning.
B. A faulty replacement logic board was installed.
C. The video cable connector was not reattached to the logic board.
D. The LCD display requires adjustment after logic board replacement.

Correct Answer: C QUESTION 4
To isolate a video problem has hardware or software on an iMac (Plat Panel), which of the following steps should you try first?
A. Connect an external VGA display.
B. Reinstall the appropriate Mac OS.
C. Verify the hard disk with Disk First Aid.
D. Start up from a known-good startup disc.

Correct Answer: D QUESTION 5
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. What is the issue?
B. What operating system are you using?
C. Did you turn off the computer improperly?
D. Is this the first time you have had this problem?

Correct Answer: A
Verifying that a computer functions properly after you repair it ensures that __________. (Choose all that apply)
A. No new issues have arisen.
B. Third-party software is working.
C. The original issue has been resolved.
D. The computer fails under service warranty.
E. System Preference settings are set correctly.

Correct Answer: AC
A customer’s eMac (USB 2.0) if freezing intermittently. Which of the following steps should you try FIRST to identify the problem?
A. Try quick fixes.
B. Repair the eMac.
C. Perform a split-half search
D. Run appropriate diagnostics
E. Escalate the problem to Apple.
F. Gather information about the problem.

Correct Answer: F
Which of the following is the best way to eject a disc when normal methods for ejecting it, such as using the MAC OS Desktop or the keyboard, have not succeeded?
A. Boot into Open Firmware and type ‘reset-nvram’.
B. Restart the computer while holding down the mouse button.
C. Remove and disassemble the optical drive to remove the disc.
D. Remove the computer’s front bezel and manually pry the disc out of the drive.

Correct Answer: B
A customer’s Power G5 fails to power on when connected to a known-good power outlet with a known-good power cord. Which of the following steps should be tried FIRST?
A. Replace the processor(s)
B. Replace the power supply
C. Reset the logic board PMU
D. Run Apple Service Diagnostic

Correct Answer: C
A Power Mac G4 (FW 800) boots but produces no startup chime. You have disconnected external microphones and speakers verified the volume setting and that mutes is not checked. What is the next recommended step to resolve this issue?
A. Reset Parameter RAM.
B. Replace the internal speaker.
C. Replace the main logic board.
D. Update the latest version of Mac OS X.

Correct Answer: A

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