9L0-010 Apple Certified Technician

Number : 9L0-010 Passing Score : 800 Time Limit : 120 min File Version : 4.4

http://www.gratisexam.com/ Exam 1

QUESTION 1 You are preparing to replace faulty RAM inside a (Mid 2010). What should be used to open the bottom cover?

A. Putty knife B. Philips #00 screwdriver C. Mac mini (Mid 2010) Logic Board Removal Tool D. Your hands, no tools are required for this procedure

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation: QUESTION 2 Which of the following measurements is an example of an appropriate use of a multimeter when troubleshooting a Mac?

A. Measure logic board battery voltage. B. Measure high voltage going to a CRT. C. Measure AC current going to an optical drive. D. Measure digital signals on the main processor. Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: When Do You Use a Multimeter?

Verifying Backup Battery VoltageVolts DC

You can measure a computer's backup or main battery DC voltage to determine if the battery is dead and requires replacement. An example of this procedure is outlined above. Other examples of this procedure can be found in many Apple service manuals.

Verifying Power Supply Output VoltageVolts DC

You can also measure the DC voltage outputs from a computer's power supply to determine if the power supply is faulty and requires replacement. Examples of this procedure can be found in the (Late 2005) Power Supply Verification procedure.

Verifying AC Input VoltageVolts AC

You can measure AC input voltage into a computer's power supply to determine if the computer's power supply or AC line filter / AC power input is faulty. Examples of this procedure can be found in the iMac (Flat Panel) service manual, in the 'No Power' troubleshooting symptom charts. Another example can be found in the eMac ATI Graphics/USB 2.0/2005 no power troubleshooting section. The image below was taken from the eMac ATI Graphics/USB 2.0/2005 service manual.

QUESTION 3 You require additional information about a specific problem with a customer's Mac. Which one of the following resources is the Apple-recommended choice for researching the problem?

A. Downloads B. Discussions C. User's manual D. Apple support articles

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation: QUESTION 4 Which section of any Apple Technician Guide is the BEST place to look for instructions for replacing an internal component?

A. Views B. Basics C. Take Apart D. Troubleshooting

Correct Answer: C Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 5 According to Apple Technician Guides, what should be completed before performing any take- apart steps when replacing a part in any Apple product?

A. Disconnect and reconnect all internal cables. B. Lay the product on its side so it will not fall over. C. Discharge the CRT and establish an ongoing ground. D. Gather all necessary tools and perform all preliminary steps. E. Order all available service parts for the appropriate configuration of the product.

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation:

Before You Begin • Remove any cases or screen protectors, which may inhibit proper testing. • Verify the user-reported symptom(s) and identify the correct part(s) needed for repair. • Make sure the device is powered off.

Electrostatic Discharge Precautions Proper ESD precautions must always be used when opening an iPhone 4. Make sure you are working on a properly grounded ESD-safe mat and are wearing a properly connected ESD-safe wrist strap. For more information about ESD, refer to: • Apple Support article HT3451: Electrostatic Discharge Precautions and Myths • AppleCare Service Training: ESD Precautions Gather Required Tools

Preliminary Steps Warning: Always shut down the computer before opening it to avoid damaging the internal components or causing injury. After you shut down the computer, the internal components can be very hot. Let the computer cool down for 30 minutes before continuing.

QUESTION 6 Which TWO details are derived from entering an Apple product's serial number into the Online Service Assistant section of the Apple Support web page? SELECT TWO

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A. Mac OS version B. Warranty status C. AppleCare name D. Installed memory E. Number of USB ports

Correct Answer: BC Section: (none) Explanation

Explanation/Reference: Explanation: Check Your Service and Support Coverage Review your Apple warranty status and eligibility for support and extended coverage.

Select Online Service Assistant, and you see this page:

Enter the serial number, you will get a screen similar to the one shown here: Once again, you have the correct AppleCare name for the product. It is a (Early 2008).

QUESTION 7 A customer asks about RAM speed requirements to upgrade his Mac. To which Apple support site resource should you refer this customer?

A. Downloads B. Discussions C. Specifications D. Technician Guide

Correct Answer: C Section: (none) Explanation

Explanation/Reference: Explanation: QUESTION 8 What component of a Mac mini (Early 2009) logic board requires use of an anti-static foam support to avoid damage?

A. EMI clips B. Video card C. Large heat sink D. Battery connector

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: 1. Be careful not to damage EMI clips on underside of logic board. Place board on antistatic foam when board is not in a computer. 2. Important: Return logic board to Apple service in correct logic board packaging and with antistatic foam protecting EMI clips (shown in second photo). QUESTION 9 Which of the following is a valid precaution you should take when you begin working inside a MacBook Pro (13-inch, Mid 2010)?

A. Reset the SMC. B. Remove the hard drive. C. Disconnect the optical drive. D. Disconnect the main battery.

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation: Before you begin any procedure inside uni, disconnect battery from logic board. Failure to do so could damage computer. QUESTION 10 Which of the following is a valid precaution you should take while working inside an iMac (27-inch, Mid 2010) system that is plugged into AC power but has not yet been powered on?

A. Do not turn the unit upside-down. B. Avoid putting your fingers near the fans. C. Make sure you are NOT wearing a grounded ESD wrist strap. D. Do not touch the processor heat sink because it could burn your fingers.

Correct Answer: C Section: (none) Explanation

Explanation/Reference: Explanation: Reminder: If the unit needs to be plugged in for LED checks or similar troubleshooting, do NOT wear an ESD wrist strap. Any shock could be more dangerous since you are connected to ground

QUESTION 11 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: B Section: (none) Explanation

Explanation/Reference: Explanation: Tip: Whenever you handle the battery, hold the battery carefully by its edges only. Do not puncture or press on battery. If mylar covering battery is punctured, do not re-use battery. Do not drop the battery. If setting battery aside, make sure surface is clean and free of dust, dirt, screws, etc. 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 Section: (none) Explanation

Explanation/Reference: Explanation: Tip: Whenever you handle the battery, hold the battery carefully by its edges only. Do not puncture or press on battery. If mylar covering battery is punctured, do not re-use battery. Do not drop the battery. If setting battery aside, make sure surface is clean and free of dust, dirt, screws, etc.

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 Section: (none) Explanation

Explanation/Reference: Explanation: Best Practices The battery contains several soft battery cells. Do not press on the battery cells with your fingers, and do not handle the battery pack in any way that might apply any physical pressure to these cells. Do not drop a loose battery. If the battery is dropped, replace the battery.

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 Section: (none) Explanation

Explanation/Reference: Explanation:

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 Section: (none) Explanation

Explanation/Reference: Explanation: If you can find the serial number, you can identify which model you have.

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 Section: (none) Explanation

Explanation/Reference: Explanation: 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

A. MRI B. GSX C. Console D. Terminal E. System Profiler F. Apple Name Tool G. Apple Hardware Test

Correct Answer: BE Section: (none) Explanation

Explanation/Reference: Explanation: Finding a Name Let's say that you have a computer that looks like this:

This computer could be a Power Mac G5 or a Mac Pro. Apple released five different versions of the Power Mac G5 starting in 2003 and finishing in 2005, in addition to the Mac Pro models. Which model is it? The All-Important Serial Number If you can find the serial number, you can identify which model you have. Let's assume that you locate the serial number on the back of the computer.

NOTE: If the computer was bootable, you could get the serial number via System Profiler:

The serial number is as follows: G88081B9XYK

Online Resources - GSX If you are working at an Apple-Authorized service facility, you have access to Global Service Exchange (GSX). (We briefly reviewed this resource in the References course.)

On the GSX home page, you have the option of entering a serial number and selecting Coverage Check.

Once you have made that selection, you will see a screen similar to this one: This screen tells us that the unit is a Mac Pro (Early 2008)

QUESTION 18 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: BD Section: (none) Explanation

Explanation/Reference: Explanation: External Damage The key to recognizing external damage is to take the time to carefully inspect the computer. Here is a brief list of some steps you should take: With the lid closed, look carefully at the edge where the LCD and keyboard meet. Are the edges meeting evenly? Are there any cracks, dents or scratches on the exterior of the computer ? Be sure to look at all surfaces of the computer for cracks, dents, scratches or stains. Look over the I/O ports to see if there are any indications of damage to the ports such as damaged pins or contacts, and cracked or chipped connectors. Open the lid and confirm that the hinges are working smoothly. Check for any sign of forced entry in the battery bay or around the keyboard. Carefully inspect the LCD for scratches on the display coatings or cracks in the glass. You can also shine a bright light on the display to help identify damage. If you can boot the computer, do so and see if the display is showing white spots due to compression on the back of the screen. Look for a gap at the junction of the LCD bezel and the LCD panel. A gap is a sign of torque damage (the computer was twisted or opened too far). Is there any unusual odor coming from the computer? This may indicate spill damage . Check the keyboard for any residue between the keys. This is a clear indicator of spill damage. Take digital photos of any external damage found.

QUESTION 19 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 Section: (none) Explanation

Explanation/Reference: Explanation: Warranty should cover this kind of problem. Many customers believe that a warranty means complete no-fault coverage. In fact, Apple's warranty on computer products specifically calls out the following instances where the warranty will not cover computer failures:

Accident Misuse Flood Fire Earthquake Other external causes

These exclusions are normal for computer products. NOTE: You can review Apple's product warranty at this address: http://www.apple.com/legal/warranty/

QUESTION 20 What is the function of the SMC in an 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 Section: (none) Explanation

Explanation/Reference: Explanation: System Management Controller (SMC) In the Intel-based Mac, much of the functionality of the SMU was replaced by the System Management Controller- the (SMC) - a chip that controls all the power functions including: Telling the computer when to turn on, turn off, sleep, wake, idle, and so forth. Handling system resets from various commands. Controlling the fans.

QUESTION 21 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 Section: (none) Explanation

Explanation/Reference: Explanation: System Management Controller (SMC) The System Management Controller (SMC) controls power functions on the MacBook Air (Late 2010). This includes charging, fans, and other powered features such as items on the USB bus, including the built-in iSight and external USB ports.

In the Intel-based Mac, much of the functionality of the SMU was replaced by the System Management Controller- the (SMC) - a chip that controls all the power functions including: Telling the computer when to turn on, turn off, sleep, wake, idle, and so forth. Handling system resets from various commands. Controlling the fans.

QUESTION 22 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 Section: (none) Explanation

Explanation/Reference: Explanation: If the card does not appear in System Profiler, try reformatting the card using Disk Utility, or try another SD card without using an XD or mini SD adapter.

If the card reader does not appear in System Profiler on the USB bus, try resetting PRAM or SMC, or try starting up from another volume such as the Mac OS X Installer DVD to check System Profiler from a known-good operating system.

QUESTION 23 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 Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 24 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 Section: (none) Explanation

Explanation/Reference: Explanation: In the examples below, a horizontal or vertical white or colored line would appear on the display, while the rest of the display would appear dark.

Whether the symptom is a white line, a black line, or a colored line, horizontal or vertical, the important thing to remember here is that TAB faults are resolved only by replacing the LCD display module itself, not by flexing the LCD display module, rubbing the display, or some other improvised' method.

QUESTION 25 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 Section: (none) Explanation

Explanation/Reference: Explanation: Similarities In terms of troubleshooting and servicing the LCD, much of the diagnostic and repair process is the same because the LCD panel is a single service part.

Problems involving pixels and no video issues are common to CCFL and LED LCDs. Differences LCDs with CCFL backlighting have a continuous light source across the width of the screen. LCDs with LED backlighting have points of light within the screen area.

This leads to different solutions for diffusing the light into an even level throughout the LCD panel.

An inverter board for converting DC to AC is not needed for LED LCDs. While CCFLs require stepped-up AC voltage to operate, LEDs are low voltage DC devices.

With LED backlit displays a single LED or a sub-string can fail and there is localized darkening of the string.

In some situations, if the LED is over driven you can get "hot spots."

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 Section: (none) Explanation

Explanation/Reference: Explanation:

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 Section: (none) Explanation

Explanation/Reference: Explanation: Your AirPort stopped responding, has network accessibility issues, or needs to be reverted back to default factory configuration. You can do this with hard reset.

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 Section: (none) Explanation

Explanation/Reference: Explanation: You forgot your base station password and need to reconfigure one or more AirPort options (including resetting the base station password). You can do this with soft reset.

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 Section: (none) Explanation

Explanation/Reference: Explanation:

http://www.gratisexam.com/

QUESTION 30 Examine the exhibit.

What AirPort Extreme port does the number 3 identify?

A. USB B. LAN C. WAN D. Power E. FireWire

Correct Answer: C Section: (none) Explanation

Explanation/Reference: Explanation: The rear panel of the AirPort Extreme contains the ports for sharing, network connections, a security slot, and a reset button:

1.Power 2.USB 2.0 port 3.Gigabit WAN port 4.Gigabit LAN ports (3) 5.Link light (4) 6.Reset button 7.Security slot

QUESTION 31 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 Section: (none) Explanation

Explanation/Reference: Explanation: http://support.apple.com/kb/HT3887

QUESTION 32 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 Section: (none) Explanation

Explanation/Reference: Explanation: The LED will turn off only if the AC power source is disconnected or the power supply is faulty.

QUESTION 33 Examine the exhibit.

What is this message?

A. Kernel Panic B. Software Update C. Firmware Update D. Power-On Self-Test

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: Kernel Panic Basics A kernel panic is a type of error that occurs when the core (kernel) of an operating system receives an instruction in an unexpected format, or that it fails to handle properly. A kernel panic may also follow when the operating system is not able to recover from a different type of error. A kernel panic can be caused by damaged or incompatible software or, more rarely, damaged or incompatible hardware. Kernel panics in Mac OS should not be confused with an application freeze. Instead of just one application no longer functioning, the entire system is no longer operable. Here you see the onscreen dialog a Mac running Mac OS X 10.2 or later displays. For more detailed information on kernel panics, review "About 'You need to restart your computer' (kernel panic) messages". http://support.apple.com/kb/TS3742

QUESTION 34 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 Section: (none) Explanation

Explanation/Reference: Explanation: QUESTION 35 You can use a higher wattage power adapter with an Apple , but you cannot use one with less wattage without potential operating issues.

A. True B. False

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: It is important for customers to use the correct power adapter or the main battery may not charge completely, or power may drain from the main battery while the computer is plugged into the power adapter. This is complicated by the fact that adapters that vary in power utilize the same type of connector. When a portable Mac is shipped, it includes the correctly rated adapter. This adapter can be replaced with another rated at a higher wattage as the Mac will continue to consume the original amount of power. However, a lower-wattage adapter should not be used as it may cause power related problems

QUESTION 36 What is the proper way to calibrate a removable main battery in a MacBook (13-inch, Mid 2009)?

A. Charge the battery while running the Battery Calibration Utility. B. The battery is calibrated out of the box; no further steps are needed. C. Charge the battery overnight. Make sure battery status indicates 100% before disconnecting AC adapter. D. Charge the battery fully. Wait 2 hours. Run the MacBook on battery until it goes to sleep. Wait 5 hours. Charge it fully again. E. Charge the battery halfway. Wait 2 hours. Finish charging the battery. Run the MacBook on battery until it goes to sleep. Charge it fullyagain.

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation: Battery Calibration PowerBook G4 (15-inch Double-Layer SD), MacBook (all models), and MacBook Pro (all models) The battery calibration for the PowerBook G4 (15-inch Double-Layer SD) and any model of MacBook or MacBook Pro has been updated because of a new battery released with this computer. With these computers, follow these steps to calibrate your battery: 1.Plug in the power adapter and fully charge your PowerBook's battery until the light ring or LED on the power adapter plug changes to green and the onscreen meter in the menu bar indicates that the battery is fully charged.

2.Allow the battery to rest in the fully charged state for at least two hours . You may use your computer during this time as long as the adapter is plugged in.

3.Disconnect the power adapter while the computer still on and start running the computer off battery power. You may use your computer during this time. When your battery gets low, the low battery warning dialog appears on the screen.

4.At this point, save your work. Continue to use your computer; when the battery gets very low, the computer will automatically go to sleep.

5.Turn off the computer or allow it to sleep for five hours or more.

6.Connect the power adapter and leave it connected until the battery is fully charged again.

Tip : When the battery reaches "empty", the computer is forced into sleep mode. The battery actually keeps back a reserve beyond "empty", to maintain the computer in sleep for a period of time. Once the battery is truly exhausted, the computer is forced to shut down. At this point, with the safe sleep function introduced in the PowerBook G4 (15-inch Double-Layer SD) computers, the computer's memory contents have been saved to the hard drive. When power is restored, the computer returns itself to its pre-sleep state using the safe sleep image on the hard drive.

QUESTION 37 Which of the following is NOT a valid power saving technique in recent Mac computers?

A. Disconnect all peripherals. B. Activate automatic display sleep. C. Activate automatic hard disk sleep. D. Use wireless networks instead of wired networks. E. Set up locations optimized for different environments.

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation: Power Saving Techniques Knowing how to manage the portable computer's energy is important. Here are some tips to help increase the computer's autonomy. Activate automatic display sleep In the Energy Saver System Preferences pane

Activate automatic hard disk sleep In the Energy Saver System Preferences pane. The default is on.

Turn off AirPort

Disconnect peripherals Some peripherals are not self-powered. A USB mouse, for example, or FireWire hard disk (even removed from the desktop). These devices draw power from the portable computer, even if they're not actively in use.

Keep a close eye on the battery level Elect to show the battery in the menu bar and show either time remaining or percent remaining.

However, be careful: this is only an estimation based on the battery's current consumption. Thus, the menu bar can display 2 hours of remaining autonomy, and the battery will last only 1h30 when the hard drive starts spinning. The estimated time remaining will rise again if the hard drive goes back to sleep.

Reduce screen brightness A bright screen can deplete up to 1/3 of the battery. You can dim the screen brightness almost to the maximum and still be able to work without any problem.

Use the power adapter as often as you can

Use applications suited to nomadic use If you type entire pages of text, prefer a light word processing application (like TextEdit) to Microsoft Word, which is quite resource consuming. Games and graphics applications like Adobe Photoshop keep the hard disk active and so drain the battery more quickly. Some programs are more suitable than others for a nomadic use of the portable computer.

Set up locations files optimized for different environments Suggest prioritizing different network interfaces for each place that the customer uses his or her computer.

Open Files Simultaneously

QUESTION 38 Which of the following most accurately describes what happens during Safe Sleep activation in Mac portables?

A. The contents of RAM are written to NVRAM before sleep. B. The contents of the hard disk are encrypted before sleep. C. The contents of RAM are written to hard disk before sleep. D. The contents of the hard disk are read into RAM before sleep.

Correct Answer: C Section: (none) Explanation Explanation/Reference: Explanation: During Safe Sleep the current state of the computer is saved on the hard drive, including items such as desktop settings, open applications, and work in progress.

QUESTION 39 MacBook Air comes with a _____ MagSafe power adapter.

A. 45 Watt B. 60 Watt C. 65 Watt D. 80 Watt E. 85 Watt

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: There are different types of power adapters for MacBook Pro, MacBook Air, MacBook, PowerBook G4 and iBook G4 portable Mac computers:

45 watts of power (45W) Barrel-type connector - PowerBook G4 and iBook G4 65 watts (65W) Barrel-type connector - PowerBook G4 and iBook G4 45 watts (45W) MagSafe adapter - MacBook Air 60 watts (60W) MagSafe adapter - MacBook and MacBook Pro 85 watts (85W) MagSafe adapter - MacBook Pro

QUESTION 40 A MacBook Pro (17-inch Mid-2010) powers on with no image on the built-in display. You connect an external display and restart the MacBook Pro, yet you still see no image on either display. Which of the following is most likely the cause of this symptom?

A. Dead battery B. Not enough RAM C. Faulty optical drive D. RAM not completely seated

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation: QUESTION 41 Which THREE of the following components should you be very careful with, when working inside an Apple portable? SELECT THREE

A. Plastic tab B. Small screw C. Ribbon cable D. Deflection coil E. Anode aperture F. Flyback transformer

Correct Answer: ABC Section: (none) Explanation

Explanation/Reference: Explanation: A portable computer's compact design results in smaller, lighter ribbon cables, connectors, tabs and latches. In addition, some components are more sensitive to ESD damage. Also, to minimize weight, the casing on some models is made chiefly from plastic. To minimize the risk of damage during repairs, you may use a plastic pry tool, such as Apple's Nylon Probe Tool, to separate plastics and to lift components.

QUESTION 42 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. What steps have you taken to resolve the problem yourself? Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 43 A customer claims that her Mac cannot connect to her AirPort Express network at home. Which of the following would be the BEST question to ask her FIRST?

A. Can any other computer successfully join her network? B. Does your ISP support wireless access to the Internet? C. What type of wireless card is installed in your Mac? D. Have you upgraded to Mac OS X v10.7.3?

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 44 When practicing component isolation, which ONE of the following components would NOT be a part of a minimal system configuration for a MacBook 13-inch (Mid 2010)?

A. RAM B. Logic board C. Optical drive D. Power adapter

Correct Answer: C Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 45 Which TWO of the following are clues that may indicate a 'no video' condition? SELECT TWO

A. You do not hear a startup chime. B. You may hear fan or drive noise. C. You cannot connect to the Internet. D. The power button or power indicator lights up. E. The cursor is frozen and the system is unresponsive.

Correct Answer: BD Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 46 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 Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 47 Which of the following is ALMOST CERTAINLY a software-related problem?

A. No video on display B. Single beep at startup C. No Internet connectivity D. iPhoto quits when launched

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 48 A customer states that he cannot open a Keynote file. What is the most effective question to ask him FIRST?

A. Can you open any files? B. Can you open other Keynote files? C. Is your Mac connected to a network? D. What version of Keynote are you using?

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 49 To isolate a video problem as hardware or software on a Mac, which of the following steps should you try FIRST?

A. Replace the built-in display. B. Reinstall the appropriate Mac OS. C. Verify the hard disk with Disk First Aid. D. Start up from a known-good startup volume.

Correct Answer: D Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 50 Verifying that a computer functions properly after you repair it ensures that _____. SELECT THREE A. third-party software is working B. the original issue has been resolved C. the computer falls under service warranty D. the computer will continue to function after the repair E. no new problems have been introduced during the repair

Correct Answer: BDE Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 51 Which THREE of the following are clues that may indicate a 'no power' condition? SELECT THREE

A. You do not hear a startup chime. B. You cannot connect to the Internet. C. You do not hear any fan or drive noise. D. The cursor is frozen and the system is unresponsive. E. The power button or power indicator does not light up at all.

Correct Answer: ACE Section: (none) Explanation

Explanation/Reference: Explanation:

QUESTION 52 What step is required before upgrading the RAM in a Mac Pro (Early 2009)?

A. Remove the processor tray B. Remove the hard drive carriers. C. Remove the front inlet fan assembly. D. Remove the Optical Drive and Carrier.

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: Open computer, lay it down with access side facing up, and remove: • Processor tray

QUESTION 53 The Mac Pro (Early 2009) has SMC functionality split between a primary SMC on the backplane board, and a secondary SMC on the processor board. What service issue should a technician be aware of when servicing the Mac Pro (Early 2009)?

A. SMC firmware must always match on both boards. B. Three internal buttons must be pressed in order to reset both SMCs. C. It is required to remove the memory riser card in order to reset the SMC. D. Processor trays are interchangeable between similar Mac Pro (Early 2009) units.

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: Since the SMC firmware is stored on both the backplane board and processor board, it is important that the version of SMC firmware match on both boards.

QUESTION 54 A computer service technician says "I don't use ESD precautions and have never had a problem." What (if anything) is wrong with this statement?

A. Nothing is wrong with this statement. B. ESD damage may not appear immediately. C. ESD happens only to inexperienced technicians. D. ESD damage is really not as bad as everyone thinks.

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Explanation: ESD MYTHS Some popular misconceptions: I don't use ESD precautions and have never had a problem.

How would you know? You may be damaging parts in ways that do not show up immediately via system performance or diagnostic routines. Apple has tested for ESD damage and consistently found that mishandling components and computers creates IC damage.

I don't have time to be tied down with wrist straps and mats.

Mishandling components creates DOA parts that slow down repairs and drive customer dissatisfaction. In addition, you can set up work areas using heel straps instead of wrist straps. This leaves your hands free.

If Apple was really serious about ESD precautions, it would not tell customers to just touch metal before replacing DIY parts.

Customers replace far fewer parts than service technicians. Since it is difficult to train customers in the best ESD techniques, Apple asks them to practice a less effective procedure that they can readily do.

Only RAM and logic boards require ESD precautions. Everything else is shielded Not true. Most components have some circuitry. In addition, replacing a component such as a cable may require handling many other components that contain ICs. It is far wiser to take ESD precautions whenever you have to open up a computer.

You do not have to be hardwired to ground to practice correct ESD precautions.

There are some products which claim to ground you without the use of direct connections to ground. Such "wireless" solutions have not been proven. Use a grounded wrist strap or heel strap. Those work.

QUESTION 55 You want to follow ESD prevention rules, but your work area is too small for you to be tethered with a wired wrist strap. What is one acceptable alternative solution to this issue?

A. Use a wireless wrist strap. B. Use a grounded ESD heel strap. C. Do not practice ESD prevention. D. Work on the floor instead of a table.

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Explanation: Mishandling components creates DOA parts that slow down repairs and drive customer dissatisfaction. In addition, you can set up work areas using heel straps instead of wrist straps. This leaves your hands free.

QUESTION 56 When you work at a customer site, you do not need to take any precautions to avoid ESD damage.

A. True B. False

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Explanation: IMPORTANT: When you work at a customer site, you must take the same precautions to avoid ESD damage.

QUESTION 57 ESD causes damage to circuits by ______.

A. slowing the circuit down B. blasting a hole in the circuit C. cooling the circuit too quickly D. increasing the circuit's clock speed

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Explanation: ESD Risks The discharge of static electricity near active electronic systems can cause memory corruption or temporary failures. It can cause irreparable damage to sensitive chips and printed circuitry of electronic components. Such damage is basically a hole blasted in the integrated circuit by the ESD. It can be a very small hole but can result in hard-to-trace computer behaviors.

QUESTION 58 You are preparing to service a MacBook. To reduce the risk of damage from ESD, you clear the area of plastic, vinyl, or foamed polystyrene, and have static-shielding storage bags available for ESD-sensitive components. While you are working you should also remember to ______and ______. SELECT TWO

A. ground yourself and the equipment you are working on B. always place ESD-sensitive components on metal surfaces C. discharge the display to protect the other ESD-sensitive components D. handle any ESD-sensitive components by the connectors, rather than by the edges E. ask other technicians to avoid touching you when you are working on ESD-sensitive components

Correct Answer: AE Section: (none) Explanation

Explanation/Reference: Explanation: Before working on any circuit board or assembly containing ESD-sensitive circuits, ground yourself and the equipment you are working on to an earth or building ground. Use a grounded conductive workbench mat and a grounding wrist strap, and ground the equipment to the mat.

Do not touch anyone who is working on ESD-sensitive circuits or circuit boards of any kind. If you touch someone who is properly grounded, your "zap" or body charge may not cause any damage, but just to be safe, keep your own body charge away from other technicians.

QUESTION 59 You are about to replace a MacBook Air (13-inch, Late 2010) logic board. Which of the following is the most important step you should take immediately after removing the bottom case?

A. Remove the thermal module. B. Install the battery cover. C. Remove the hard drive. D. Remove the battery.

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Explanation: Warning: The battery contains several exposed, soft battery packs. Always attach the battery cover immediately after removing the bottom case. QUESTION 60 Which of the following scenarios would be most appropriate to use Apple Service Diagnostic?

A. You want to check a Mac for accidental damage. B. You want to verify product functionality after a repair. C. Your customer wants to run diagnostics on his Mac Pro. D. You need to verify that all installed applications have been updated.

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Explanation: Run all available OS Stand Alone tests. Assuming all tests pass, then go on to step e. If one or more test modules fail, consult the ASD Test Results Guide to interpret the failure indication and troubleshoot the failure from that point. Be sure to re-run all tests again after resolving the failure to ensure the root cause of the issue is resolved and no other issues have appeared.

QUESTION 61 A customer asks if there is a diagnostic that he can use to help troubleshoot a hardware problem with his MacBook Pro. Which of the following solutions should you suggest?

A. Apple Service Diagnostic B. Apple Hardware Test C. Terminal D. Console

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Explanation:

http://www.gratisexam.com/

QUESTION 62 Apple Service Toolkit uses ____ to check Macs with Mac Resource Inspector and other diagnostic utilities.

A. NetBoot B. Open Firmware C. Target Disk Mode D. Desktop

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: Mac Resource Inspector (MRI) Mac Resource Inspector runs on a NetBooted Mac (UUT) that is connected to the same Ethernet network connected to the DG. To boot to MRI connect the client machine (UUT) to the network, power the unit on and press the 'N' key until the globe icon appears and begins to the flash on the screen. MRI only works with Intel-based Macintosh systems.

QUESTION 63 Examine the exhibit. Why is it necessary to use this Service Fixture when replacing the left fan or heat sink in a MacBook Pro (15-inch, Mid 2009)?

A. This tool is used to avoid flexing the logic board. B. This tool is used to avoid ESD damage to the logic board. C. It is impossible to remove these components without this tool. D. This tool is used to properly align the processor with its socket.

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Explanation: Use the custom-made service fixture (922-9102) to provide support to the logic board whenever removing and replacing the left fan and heatsink. Failure to use the service fixture will flex the logic board and strain components on the board.

QUESTION 64 You are about to begin disassembly of an iMac (27-inch, Mid 2010) to replace the LCD display. Which TWO of the following tools are required to do this? SELECT TWO

A. Multimeter B. Suction cups C. Service stand D. Anti-static, lint-free gloves E. Torx T-15 driver with 5 inch shaft

Correct Answer: BD Section: (none) Explanation

Explanation/Reference: Explanation: (First) Glass Removal Tools ESD wrist strap lint-free gloves suction cups sticky silicone roller sticky sheets to clean the silicone roller microfoam bag to store glass panel

(Second) LCD Removal Tools ESD-wrist strap and mat ESD bag to store LCD panel Magnetized T10 screwdriver

QUESTION 65 Examine the exhibit.

This specialized tool is required for the removal of which component from the Mac mini (Mid 2010)?

A. Fan B. Memory C. Bottom Cover D. Antenna Plate E. Logic Board Assembly

Correct Answer: E Section: (none) Explanation

Explanation/Reference: Explanation: Tools Logic board removal tool: 922-9588 Torx T6, T8 & T9 screwdrivers 2 mm (5/64-inch) hex wrench Black stick

QUESTION 66 When installing a heat sink in a MacBook Pro (15-inch, Mid 2012) do you tighten each of the six heat sink screws completely before tightening the next one?

A. YES B. NO

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Install heat sink screws in the order shown, 1/2 way first, then tighten the rest of the way. QUESTION 67 In the MacBook Air (11-inch, Mid 2012) which cable tab includes a 2D barcode of the display clamshell serial number?

A. EDP B. VDP C. LVDS D. LCDS

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Note : The Mid 2012 model includes a 2D barcode of the display clamshell serial number located on the underside of the pull tab for the EDP cable. The barcode links the display to the system serial number.

QUESTION 68 The Solid state drive in MacBook Air (11-inch, Mid 2012) is NOT backwards compatible with earlier models.

A. True B. False

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Late 2010/Mid 2011 SSD Card

Mid 2012 SSD Card

QUESTION 69 Which of the following ports is NOT included with the MacBook Pro (13-inch, Mid 2012)?

A. FireWire 800 B. C. Gigabit Ethernet D. DVI

Correct Answer: D Section: (none) Explanation

Explanation/Reference: DVI output using Mini DisplayPort to DVI Adapter (sold separately)

Comes with: MagSafe power port Gigabit Ethernet port FireWire 800 port (up to 800 Mbps) Two USB 3 ports (up to 5 Gbps) Thunderbolt port (up to 10 Gbps) Headphone port SDXC card slot Kensington lock slot 8x SuperDrive

QUESTION 70 What converter allows MagSafe peripherals to be compatible with MagSafe 2 ports?

A. MagSafe B. MagSafe 2 C. MagSave Universal D. MagSafe-to-MagSafe 2

Correct Answer: D Section: (none) Explanation

Explanation/Reference: The MagSafe to MagSafe 2 Converter allows you to use the MagSafe connector on your LED Cinema Display, Thunderbolt Display, or MagSafe Power Adapter to charge your MagSafe 2-equipped Mac computer.

QUESTION 71 What type of tape do you use to keep disconnected cables out of the way when replacing logic boards in a MacBook Pro (Retina 15-inch)?

A. Kapton B. Foil C. EMI D. None of the above

Correct Answer: A Section: (none) Explanation

Explanation/Reference:

QUESTION 72 A replacement MacBook Pro (Retina, Mid 2012) top case assembly comes with what collection of components?

A. battery, keyboard, trackpad, microphone, fan ducts and clutch screw covers B. battery, keyboard, trackpad, speakers and fan ducts C. board, trackpad, microphone, fan ducts and clutch screw covers D. keyboard, trackpad, microphone and fan ducts

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Note : The replacement top case comes with the following parts installed: battery keyboard trackpad microphone fan ducts

QUESTION 73 How many conductive wraps are provided with replacement AirPort/Bluetooth cards for the MacBook Pro (13-inch, Late 2011)

A. 1 B. 2 C. 3 D. 4

Correct Answer: C Section: (none) Explanation

Explanation/Reference: Steps for Reassembly Important : Every time you install a replacement AirPort/Bluetooth card or card holder, you must also replace the card’s thermal pad and conductive wrap. Cards and card holders are provided as kits, which include the thermal pad and 3 conductive wraps (designed for 3 different models). Use the illustration below to select the MacBook Pro (13-inch, Early and Late 2011) wrap, marked with yellow arrow. Discard remaining 2 wraps.

QUESTION 74 What does Apple recommend you do before replacing or installing any internal parts in an ?

A. Remove all drive modules from the Xserve. B. Remove the Xserve from its rack. C. Press the System Identifier button. D. Unlock all drive module bays.

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Preliminary Steps You must shut down the Xserve and remove it from its rack mount before replacing or installing all internal components except the hard drives (and power supplies on the Xserve (Late 2006 / Early 2008)). Xserve RAID has several more components that may be 'hot-swapped' without removing the entire unit beforehand, but you should follow these steps if you need to replace any internal Xserve RAID component that require enclosure disassembly

QUESTION 75 Before you leave your bench to take a logic board to a storage place, you should put the board _____.

A. on top of an ESD shielding bag B. inside an ESD shielding bag C. inside a cardboard box D. on a metal table

Correct Answer: B Section: (none) Explanation Explanation/Reference:

QUESTION 76 You should periodically _____ your ESD mats.

A. clean B. replace C. turn over D. disconnect

Correct Answer: A Section: (none) Explanation

Explanation/Reference:

QUESTION 77 You are replacing a logic board in a Mac Pro. You should handle the board by its _____.

A. edges B. heat sinks C. connectors D. components

Correct Answer: A Section: (none) Explanation

Explanation/Reference:

QUESTION 78 Which safety issue applies to newer Apple portable models?

A. High voltage display B. Fragile bottom case C. Heavy internal frame D. Soft battery enclosure

Correct Answer: D Section: (none) Explanation

Explanation/Reference:

QUESTION 79 Which safety issue applies to the iMac (Mid 2010)?

A. Liquid coolant spillage B. Thermal grease toxicity C. High voltage CRT discharge D. Fragile glass panel breakage

Correct Answer: D Section: (none) Explanation

Explanation/Reference:

QUESTION 80 When discharging a CRT, what part do you touch with the tip of the discharge tool?

A. Anode aperture B. High voltage cable C. Flyback transformer D. Yoke connector/cable

Correct Answer: A Section: (none) Explanation

Explanation/Reference:

QUESTION 81 What precautions should be taken if a discharged CRT must remain exposed for any length of time?

A. You should reset the Power Manager Unit on the logic board. B. You should perform a full set of video adjustments on the CRT C. You should remove the CRT from the computer or display assembly D. You should establish an ongoing lead between the CRT anode and ground.

Correct Answer: D Section: (none) Explanation

Explanation/Reference:

QUESTION 82 The purpose of Apple's business conduct helpline is to _____.

A. ask technical support questions B. report damaged service parts to Apple C. report normal business operational details to Apple D. raise a potential business conduct or ethics issue as it relates to Apple

Correct Answer: D Section: (none) Explanation

Explanation/Reference:

QUESTION 83 Which of the following is NOT a valid example of the type of information that Apple collects from its customers?

A. Credit card information. B. Discussion blog postings mentioning Apple C. Apple product serial number and date of purchase D. Name, mailing address, phone number, email address Correct Answer: B Section: (none) Explanation

Explanation/Reference:

QUESTION 84 You must provide your identity when you use Apple's Business Conduct Helpline. You may not contact the Helpline anonymously.

A. True B. False

Correct Answer: B Section: (none) Explanation

Explanation/Reference:

QUESTION 85 Apple sells customer information to other marketers.

A. True B. False

Correct Answer: B Section: (none) Explanation

Explanation/Reference:

QUESTION 86 Which THREE of the following items are appropriate to use for ESD prevention? SELECT THREE

A. Metal work surface B. CRT discharge tool C. Grounded work mat D. Wrist strap and cord E. Wireless wrist strap F. Static-shielding bags

Correct Answer: CDF Section: (none) Explanation

Explanation/Reference:

QUESTION 87 Which of the following is NOT a good step to take when working onsite on a computer?

A. Place parts on the floor B. Use a grounded ESD mat C. Wear a grounded ESD wrist strap. D. Check the polarity of the grounded power outlet.

Correct Answer: A Section: (none) Explanation

Explanation/Reference:

QUESTION 88 Which part or parts of a CRT display should NOT be touched until after the display is disconnected from its power source and the CRT is properly discharged? SELECT ALL THAT APPLY

A. Yoke assembly B. Anode aperture C. High voltage cable D. Front of CRT display E. Flyback transformer F. Outer plastic housing

Correct Answer: ABCE Section: (none) Explanation

Explanation/Reference:

QUESTION 89 Which THREE of the following are valid CRT safety rules? SELECT THREE

http://www.gratisexam.com/

A. Touch the computer's metal chassis. B. Wear a grounded ESD wrist strap. C. Connect the AC power cord. D. Remove any metal jewelry E. Wear safety goggles F. Don't work alone.

Correct Answer: DEF Section: (none) Explanation

Explanation/Reference:

QUESTION 90 Why do you need to take precautions when disposing of CRT displays? SELECT TWO

A. CRT displays may leak cooling fluid. B. CRT displays may present a fire hazard C. CRT displays may implode if mishandled. D. CRT displays may present a radiation hazard E. CRT displays may contain hazardous materials

Correct Answer: CE Section: (none) Explanation

Explanation/Reference: