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Exam Name: Macintosh Service Certification Exam
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Last Update: 2014-05-28
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Exam Name: OS X Support Essentials 10.7 Exam
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NO.1 You are troubleshooting an eMac that has no image on its built-in display. You have already checked
user controls and reset PRAM, but the issue persists. When you connect an external display to the
eMac's VGA output port and restart the eMac, you see a proper image on the external display. Which of
the following service modules would most likely be the cause of these symptoms?
A. Display Analog Assembly
B. Power Supply Assembly
C. Logic Board
D. Hard drive
Answer: A
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NO.2 On a MacBook Pro, Safe Sleep ensures that _____.
A. any open IP ports from services are closed before putting the machine to sleep
B. the machine is locked with a configured password after a specified amount of time
C. data stored in main memory will not be lost should the system shut down due to power loss while the
machine is asleep
D. the user is prompted to save documents in any open applications before machine is put to sleep using
the Sleep command from the Apple menu
Answer: C
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NO.3 Which TWO details are derived from entering an Apple product's serial number into the Apple Support
Web page? SELECT TWO
A. Mac OS version
B. Warranty status
C. AppleCare name
D. Installed memory
E. Number of USB ports
Answer: BC
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NO.4 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.5 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.6 What does Apple recommend you do before replacing or installing any internal parts in an Xserve?
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.
Answer: B
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NO.7 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.8 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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