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Name: 
 

Chapter 5 Practice Exam Study Guide



True/False
Indicate whether the sentence or statement is true or false.
 

1. 

Electronic components are much more likely to fail than electromechanical hardware components.
 

2. 

Plug and Play-compatible hardware guarantees that users will not experience installation problems with new or upgraded hardware.
 

3. 

Older software that bypasses some of the operating system features and performs its own input and output operations is often incompatible with newer operating system versions.
 

4. 

By the time a software package has gone through testing and quality assurance, the bugs have generally been eliminated.
 

5. 

A procedure or method to accomplish the result a user wants as a feature that does not work due to a bug or other malfunction is called a workaround.
 

6. 

Installation of shareware software may conflict with existing software on a system and cause a system to fail to operate.
 

7. 

Users' answers to questions from support specialists can mislead support staff, even though the answers are well-intended.
 

8. 

A burn-in period is the operation of a new computer continuously for 48-72 hours to identify obvious problems or temperature-sensitive components.
 

9. 

In Windows 98 SE, the "SE" stands for "secure environment", which adds Internet security features to Windows 98.
 

10. 

Most computer performance problems mean that a hardware component is about ready to fail.
 

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
 

11. 

Most hardware problems occur ____.
a.
at the time a component is purchased and installed
b.
during the warranty period for new hardware
c.
after the warranty period has expired
d.
none of these
 

12. 

Computer hardware components that cannot operate together in the same system are called ____.
a.
inoperable
b.
incompatible
c.
incongruous
d.
inconsistent
 

13. 

Hardware problems that are caused by components for which the settings are incorrect for the computer environment in which they must operate are called ____.
a.
hardware design problems
b.
hardware malfunctions
c.
hardware configuration problems
d.
all of these
 

14. 

Support staff can reduce the likelihood of hardware configuration problems today by ____.
a.
purchasing hardware from a single vendor
b.
purchasing hardware with a 30 day return guaranty
c.
purchasing Plug and Play compatible hardware
d.
purchasing pre-assembled systems
 

15. 

A 48 to 72 hour period during which a system or component is operated nonstop prior to installation at a user site is ____.
a.
likely to overheat the system
b.
called system burn-in
c.
unnecessary if components are tested during manufacture
d.
required only for electromechanical devices
 

16. 

Most hardware devices that malfunction today are ____.
a.
replaced
b.
repaired
c.
rebuilt
d.
none of these
 

17. 

From a user perspective, most software problems occur ____.
a.
during the design and programming of the software
b.
during the installation and configuration of the software
c.
after the software has been in use for some time
d.
none of these
 

18. 

Software bugs are less likely to be found in ____.
a.
frequently used features of a software package
b.
infrequently used features of a software package
c.
beta test versions of new software packages
d.
none of these
 

19. 

A situation where two software packages use system resources in different ways is called ____.
a.
a conflict
b.
an IRQ problem
c.
a performance problem
d.
an inconsistency
 

20. 

A substantially rewritten software package that contains major new features is called ____.
a.
a new version
b.
a new release
c.
an update
d.
a patch
 

21. 

A replacement for one or a few small modules in a software package that fixes one or more known bugs is called ____.
a.
a new version
b.
a new release
c.
an update
d.
a patch
 

22. 

A software company that discovers a bug in an infrequently used feature of a software package is likely to fix the problem by issuing ____.
a.
a new version of the package
b.
an upgrade to the package
c.
a new release
d.
a patch or service release
 

23. 

A procedure or feature than accomplishes the same result as another feature that does not work correctly due to a software bug is called ____.
a.
a bug fix
b.
a new release
c.
a patch
d.
a workaround
 

24. 

A common source of user misunderstanding and subsequent calls to help desks is ____.
a.
poorly designed hardware
b.
poorly designed software
c.
poorly designed user documentation
d.
poorly designed networks
 

25. 

Hardware or software products that have been announced by vendors, but do not actually exist are ____.
a.
illegal
b.
patches
c.
shareware
d.
vaporware
 

Completion
Complete each sentence or statement.
 

26. 

Hardware ____________________ problems are caused by incorrect settings for the computer environment in which the hardware must operate.
 

 

27. 

Special purpose utility programs that aid in the startup and configuration of applications packages is called _________________________.
 

 

28. 

A(n) ____________________ is a coding mistake made by a programmer during the development of a software program.
 

 

29. 

A(n) ____________________ is a replacement for one or a few small modules in a software package that fixes known bugs in the software
 

 

30. 

Calls to a support staff about security, viruses, backups, and ergonomics are called ____________________.
 

 

Short Answer
 

31. 

Describe the main sources of software problems that confront support specialists.
 

32. 

Explain why software bugs occur and how common they are.
 

33. 

What is a workaround?  When is a workaround useful?
 



 
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