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HP Servicing HP Desktops, Workstations and Notebooks Sample Questions:

1. To prevent receiving memory modules that test with no fault found, what diagnostic test must be performed before HP authorizes replacement of memory modules under warranty?

A) HP USB diagnostics memory test
B) HP Support Assistant memory diagnostic test
C) HP Vision diagnostics memory test
D) BIOS memory test

2. How can you determine if an inaccessible drive is enabled?

A) Download HP Drive Diagnostic Utility onto a USB thumb drive, and run Drive Check.
B) Replace the storage device with a verified working device. If it works, the drive is enabled.
C) Press F10 during start-up to access the BIOS, and ensure that the port or device is enabled
D) Press F8 during start up to access safe mode, and run diagnostics.

3. A customer has High-Bandwidth Digital Content Protection (HDCP), sometimes called High-Definition Copy Control, on a computer, but is unable to view the protected media.
What troubleshooting steps should you take before replacing the optical drive?

A) Try reading the protected media on a standard definition device to ensure that the media is working properly.
B) Flash the BIOS to ensure that the latest version of HDCP is configured for the device.
C) Download HP HDCP Counter Agent to bypass HDCP, and verify that the media is working properly.
D) Make sure the entire chain (devices and cable) support HDCP and that it is enabled properly.

4. You are having difficulty diagnosing a problem. You suspect a firmware issue that might be solved by a BIOS upgrade.
What should you do before performing the upgrade?

A) Check the HP Website to see whether the BIOS update addresses the specific issue, and make sure the customer is okay with upgrading their BIOS.
B) Download the HP BIOS compatibility utility, and run BIOS diagnostics.
C) Upgrade the BIOS right away because that tends to solve most problems in less time.
D) Export the certificates and encryption keys from the Trusted Platform Module (TPM) because a BIOS upgrade removes all certificates and keys.

5. Which statement best describes the Restriction of Hazardous Substance (RoHS) environment standard to which HP is committed?

A) RoHS regulates the supply and return of notebook batteries.
B) RoHS defines the process for a compliant processor upgrade.
C) RoHS defines the policy for the disposal of obsolete equipment.
D) RoHS regulates the supply and return of parts containing restricted or controlled materials.

Solutions: