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NO.1 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. Knowledge Base
Answer: D
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NO.2 A customers iBook G4 forgets the time and date when the main battery is completely drained and
there is no AC adapter connected for several hours. Is this behavior normal?
A. Yes
B. No
Answer: A
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NO.3 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.
Answer: D
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NO.4 The LED on a MacBook MagSafe power adapter doesn't illuminate at all when it's plugged into the
MacBook and you know the adapter is connected to a known good power source. What is most likely the
cause of this symptom?
A. The MacBook has a faulty main battery.
B. The MagSafe adapter needs to be reset first.
C. The MacBook requires an SMC firmware update.
D. A MagSafe adapter connector pin is stuck down.
Answer: D
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NO.5 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
Answer: ADE
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NO.6 According to Apple service manuals, what steps should you take 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.
Answer: D
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NO.7 A MacBook Pro 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
Answer: D
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NO.8 A MacBook sometimes becomes unresponsive and the cursor freezes on the display when running an
application. You have verified the symptom, and have already attempted to force the application to quit,
but the computer remains unresponsive. What should you try next?
A. Disconnect all power sources for several minutes to reset the SMC.
B. Hold the eject button down for several seconds to reset the application.
C. Hold the trackpad button down for several seconds to regain cursor control.
D. Press the power button for several seconds to try shutting the computer down.
Answer: D
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