220-1102 Practice Test 42 — 15 Questions

Question 1

A technician is assisting a user who is visibly upset because their critical presentation file was deleted accidentally. The user is speaking loudly and interrupting. What is the best way to handle this situation professionally?

Accepted Answer

Listen without interrupting, then say, "I can see this is urgent. Let's check the Recycle Bin first, and if it's not there, we have backups.". Option C is correct because it demonstrates active listening and empathy while immediately addressing the technical issue. The technician first allows the user to vent without interruption, then acknowledges the urgency and proposes a clear, step-by-step recovery plan starting with the Recycle Bin (a common first-resort recovery method) and escalating to backups if needed. This approach de-escalates the emotional situation while efficiently moving toward a solution, which is key for professional customer service in IT support.

Answer

Politely ask the user to calm down and speak more quietly so you can understand the issue.

Answer

Interrupt the user to explain that files can often be recovered from the Recycle Bin or backup.

Answer

Transfer the user to a supervisor because the user is being difficult.

Question 2

A technician is deploying a new accounting software package across the company. The finance manager requests that the software be installed on their personal laptop, which is not company-managed. Company policy prohibits installing unapproved software on personal devices. How should the technician respond?

Accepted Answer

"I'm sorry, but company policy doesn't allow installing this software on personal devices. However, I can help you set up remote access to a company workstation that has it.". Option A is correct because it upholds the company's security policy by refusing to install unapproved software on a non-managed device, while still providing a practical solution: setting up remote access (e.g., via VPN and Remote Desktop Protocol) to a company workstation that already has the accounting software. This approach ensures compliance with policy and maintains data security by keeping the software within the managed environment.

Answer

"I can install it, but you'll have to sign a waiver accepting all risks."

Answer

"That's against policy. Please use a company laptop."

Answer

"I'll need to get approval from IT management first. Can you email the request?"

Question 3

A technician is troubleshooting a printer that is not printing. The user insists that the printer was working yesterday and nothing has changed. The technician finds that the printer's IP address has changed due to a DHCP lease renewal. What is the best way to explain this to the user?

Accepted Answer

Explain that the printer's IP address changed because of DHCP, and that you will assign a static IP to prevent future issues.. Option A is correct because it directly addresses the root cause (DHCP lease renewal changing the printer's IP) and provides a clear, non-technical explanation to the user while outlining the solution (assigning a static IP). This demonstrates effective communication and professionalism by taking ownership of the issue and preventing recurrence, aligning with CompTIA's troubleshooting methodology.

Answer

Tell the user that the network changed the printer's address and it is not your fault.

Answer

Use technical jargon like 'DHCP lease expiration' and 'subnet mask misconfiguration' to sound authoritative.

Answer

Say that the printer is faulty and needs to be replaced.

Question 4

During a software deployment, a technician must explain to a non-technical manager why a critical security update requires an immediate reboot of all workstations, even though it interrupts work. The manager is concerned about productivity loss. How should the technician communicate this?

Accepted Answer

"The update fixes a vulnerability that could let attackers steal company data. A reboot is required to apply it. The risk of a breach outweighs the short downtime.". Option A is correct because it directly addresses the manager's concern about productivity loss by clearly explaining the security risk (data theft via an unpatched vulnerability) and why the reboot is necessary to apply the update. This approach uses risk-benefit language that a non-technical manager can understand, aligning with the CompTIA A+ objective of communicating technical requirements to stakeholders in business terms.

Answer

"Just schedule the reboot for after hours and it won't affect productivity."

Answer

"It's IT policy. We have to do this. Please inform your team."

Answer

"The update is mandatory, but you can delay it for a week if needed."

Question 5

A technician is configuring a new workstation for a user who is blind and uses a screen reader. The user requests that all software be installed with accessibility features enabled. During the setup, the technician encounters an error that requires a command-line fix. What is the most professional approach?

Accepted Answer

Explain that a command-line step is needed, ask if they are comfortable with that, and offer to complete it while describing the process.. Option B is correct because it respects the user's disability by seeking their consent and providing an accessible description of the command-line process, aligning with both professional communication and the requirement to maintain accessibility. The technician demonstrates empathy and collaboration, ensuring the user remains informed and in control of their workstation setup.

Answer

Perform the command-line fix silently and inform the user later that everything is working.

Answer

Ask the user to watch the screen and guide you through the command-line steps.

Answer

Skip the accessibility features to avoid the error, since the screen reader works anyway.

Question 6

A technician receives a ticket from a user who says their email is 'broken.' Upon investigation, the technician finds that the user's mailbox is full. The user is known for being confrontational. Which response best demonstrates professionalism?

Accepted Answer

"Your mailbox is full. Delete some emails and empty your trash. Let me know if that fixes it.". Option A is correct because it directly addresses the root cause (full mailbox) with a clear, actionable solution (delete emails and empty trash) while maintaining a neutral, professional tone. The technician avoids blaming the user or escalating the situation, which is critical when dealing with a confrontational user. This response focuses on resolving the issue without unnecessary commentary, aligning with CompTIA's emphasis on professionalism and effective communication.

Answer

"This is a common issue when people don't manage their inbox. Please clean it up."

Answer

"I'll increase your mailbox quota so you don't have to delete anything."

Answer

"Your email isn't broken; you just have too many messages."

Question 7

A user reports that their computer is running slowly after they installed a 'free system cleaner' from a pop-up ad. The technician suspects malware. What is the most appropriate first step in handling this situation professionally?

Accepted Answer

Ask the user to describe exactly what they installed and from where, without sounding accusatory.. Option B is correct because the first step in handling a potential malware infection professionally is to gather information from the user without judgment. Asking the user to describe what they installed and from where helps the technician understand the attack vector (e.g., a fake pop-up ad), which is critical for selecting the appropriate remediation steps and for any future security awareness training. This approach maintains trust and encourages the user to report issues promptly, which is essential for effective incident response.

Answer

Immediately run a full antivirus scan and quarantine any threats found.

Answer

Tell the user that installing software from pop-ups is dangerous and they should know better.

Answer

Remotely uninstall the program without informing the user.

Question 8

A technician is called to a user's desk for a 'printer issue.' Upon arrival, the user is on a phone call and waves dismissively at the technician. The technician waits for two minutes, but the user continues their call. What should the technician do?

Accepted Answer

Leave a note on the desk saying you were there and will return later, then check back in 15 minutes.. Option B is correct because it demonstrates professional respect for the user's current activity while ensuring the issue is addressed. Leaving a note and returning in 15 minutes maintains a service-level commitment without disrupting the user's call, aligning with CompTIA's best practices for customer communication and time management in a support scenario.

Answer

Stand silently until the user finishes the call, even if it takes a long time.

Answer

Interrupt the call to say you'll come back later.

Answer

Close the ticket as 'user not available' and move on to the next task.

Question 9

A company is migrating from Windows 7 to Windows 10 and needs to automate the installation of 200 workstations with identical software and settings. They have a reference computer already configured. Which Windows tool should they use to capture and deploy a custom system image?

Accepted Answer

System Preparation Tool (Sysprep). Sysprep is the correct tool because it generalizes a Windows installation by removing unique system identifiers (such as the computer SID, computer name, and driver caches) so that the reference computer’s image can be safely captured and deployed to multiple workstations. After Sysprep runs with the /generalize option, the image is captured using a tool like DISM or ImageX, then deployed to 200 identical workstations, ensuring each machine generates its own unique SID and settings on first boot.

Answer

Windows System Image Manager (Windows SIM)

Answer

Windows Recovery Environment (WinRE)

Answer

Windows Backup and Restore

Question 10

After resolving a user's issue, the user says, "Thank you, you're a lifesaver!" and offers the technician a $50 gift card as a token of appreciation. Company policy strictly prohibits accepting gifts over $20. How should the technician respond?

Accepted Answer

"I appreciate that, but our policy doesn't allow me to accept gifts over $20. Thank you for the thought, though.". Option A is correct because it politely declines the gift while citing the specific company policy limit of $20, which aligns with professional conduct and ethical guidelines. This response maintains trust and integrity without offending the user, as required by the CompTIA A+ 220-1202 exam objectives on professionalism and communication.

Answer

"Thank you! That's very kind. I'll accept it, but please don't tell anyone."

Answer

"I can't accept this. Please don't offer gifts to IT staff."

Answer

"You can give it to my manager if you want, but I can't take it directly."

Question 11

During a software deployment, you need to ensure that a legacy application always runs with administrative privileges, even for standard users. How can you configure this using Windows built-in tools?

Accepted Answer

Set the application's shortcut to 'Run as administrator' in the Compatibility tab. Option A is correct because the Compatibility tab in a shortcut's properties allows you to set the 'Run as administrator' flag, which embeds a compatibility manifest that prompts for elevation via UAC when the application is launched. This ensures the legacy application always runs with administrative privileges, even for standard users, by triggering a credential prompt for an administrator account.

Answer

Disable User Account Control (UAC) in the Control Panel

Answer

Add the user to the local Administrators group

Answer

Use the 'Run as different user' option from the Shift+right-click menu

Question 12

A user is unable to print to a network printer after a Windows update. Other users on the same network can print successfully. Which Windows tool should you use to view detailed error messages related to the print spooler service?

Accepted Answer

Event Viewer. Event Viewer (C) is the correct tool because it logs detailed error messages from the print spooler service (spoolsv.exe) under 'Windows Logs > System' or 'Applications and Services Logs > Microsoft > Windows > PrintService'. When a Windows update breaks printing for a single user, Event Viewer captures spooler errors such as access denied, driver conflicts, or RPC failures that are not shown in other tools.

Answer

Device Manager

Answer

Services.msc

Answer

Performance Monitor

Question 13

A technician needs to create a bootable USB drive that can run Windows PE to deploy a custom Windows 10 image to multiple laptops. Which Windows tool should they use to create this bootable media?

Accepted Answer

Windows ADK (Assessment and Deployment Kit). The Windows Assessment and Deployment Kit (Windows ADK) includes the Deployment Tools, which contain the necessary utilities (such as `copype.cmd` and `MakeWinPEMedia`) to create a bootable Windows PE USB drive. This is the correct tool for building custom WinPE media to deploy a Windows 10 image to multiple laptops, as it provides the full environment for customizing and generating the bootable image.

Answer

Windows Media Creation Tool

Answer

Windows System Image Manager (Windows SIM)

Answer

Disk Management

Question 14

After installing a new application, a user reports that their default web browser keeps changing to a different one without their consent. Which Windows feature can you use to prevent applications from changing file associations and default programs?

Accepted Answer

Local Group Policy Editor. The Local Group Policy Editor (gpedit.msc) allows administrators to configure the 'Set a default associations configuration file' policy under Computer Configuration > Administrative Templates > Windows Components > File Explorer. When enabled, this policy prevents applications from changing file associations and default programs by locking the association file, overriding any user or application changes. This is the correct tool for enforcing system-wide control over default programs in Windows 10/11 Pro, Enterprise, or Education editions.

Answer

Programs and Features

Answer

Default Programs (Control Panel)

Answer

Registry Editor

Question 15

A user's Windows 10 PC is infected with ransomware that has encrypted their Documents folder. You need to restore the files from a previous version that was saved by File History. Where do you access the 'Previous Versions' feature to restore these files?

Accepted Answer

File Explorer > Properties > Previous Versions tab. The 'Previous Versions' tab is accessible via File Explorer by right-clicking a file or folder, selecting Properties, and then clicking the Previous Versions tab. This tab lists shadow copies or File History backups of the selected item, allowing you to restore an earlier version. In this scenario, since File History was enabled, the previous versions of the Documents folder will appear here for restoration.

Answer

Control Panel > File History > Restore personal files

Answer

Settings > Update & Security > Backup

Answer

Computer Management > Storage > Disk Management