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Apple Desktop Service Certification Sample Questions:

1. To utilize Gigabit Ethernet, you must use an Ethernet cable with:

A) eight wires (four pairs) present.
B) six wires (three pairs) present.
C) two wires (one pair) present.
D) four wires (two pairs) present.

2. Why is a systematic troubleshooting approach useful?

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

3. Which of the following is NOT one of the steps of the Apple-recommended troubleshooting process?

A) Clean plastics
B) Verify problem
C) Try quick fixes
D) Verify repair
E) Run diagnostics

4. A customer claims that her iMac G5 (iSight) cannot connect to her AirPort Express network at home. Which of the following would be the BEST question to ask her FIRST?

A) Does your ISP support wireless access to the Internet?
B) Can any other computer successfully join her network?
C) Have you upgraded to Mac OS X v10.4.8?
D) What type of wireless card is installed in your iMac G5?

5. A customer claims that her Mac mini, with an AirPort Extreme card installed, cannot connect to her AirPort Express network at home. Her configuration includes an Apple Cinema Display resting on top of the Mac mini, and a functioning AirPort Express Base Station 20 feet away. Which of the following choices is the most likely cause of this problem?

A) The AirPort Express Base Station is not compatible with the Mac mini.
B) The AirPort Express Base Station is too far away.
C) The Mac mini must be upgraded to Mac OS X v10.4.7 first.
D) AirPort reception is affected by the display on top of the Mac mini.

Solutions: