9L0-010 Apple Certified Macintosh Technician - … Apple Certified Macintosh Technician ... You can...

9L0-010 Apple Certified Macintosh Technician

Number: 9L0-010Passing Score: 800Time Limit: 120 minFile Version: 4.4

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Exam 1

QUESTION 1You are preparing to replace faulty RAM inside a Mac mini (Mid 2010). What should be used to open thebottom cover?

A. Putty knifeB. Philips #00 screwdriverC. Mac mini (Mid 2010) Logic Board Removal ToolD. Your hands, no tools are required for this procedure

Correct Answer: DSection: (none)Explanation

Explanation/Reference:Explanation:

QUESTION 2Which of the following measurements is an example of an appropriate use of a multimeter whentroubleshooting a Mac?

A. Measure logic board battery voltage.B. Measure high voltage going to a CRT.C. Measure AC current going to an optical drive.D. Measure digital signals on the main processor.

Correct Answer: ASection: (none)Explanation

Explanation/Reference:Explanation:When Do You Use a Multimeter?

Verifying Backup Battery VoltageVolts DC

You can measure a computer's backup or main battery DC voltage to determine if the battery is dead andrequires replacement. An example of this procedure is outlined above. Other examples of this procedurecan be found in many Apple service manuals.

Verifying Power Supply Output VoltageVolts DC

You can also measure the DC voltage outputs from a computer's power supply to determine if the powersupply is faulty and requires replacement. Examples of this procedure can be found in the Power Mac G5(Late 2005) Power Supply Verification procedure.

Verifying AC Input VoltageVolts AC

You can measure AC input voltage into a computer's power supply to determine if the computer's powersupply or AC line filter / AC power input is faulty. Examples of this procedure can be found in the iMac (FlatPanel) service manual, in the 'No Power' troubleshooting symptom charts. Another example can be foundin the eMac ATI Graphics/USB 2.0/2005 no power troubleshooting section. The image below was takenfrom the eMac ATI Graphics/USB 2.0/2005 service manual.

QUESTION 3You require additional information about a specific problem with a customer's Mac. Which one of thefollowing resources is the Apple-recommended choice for researching the problem?

A. DownloadsB. DiscussionsC. User's manualD. Apple support articles



QUESTION 4Which section of any Apple Technician Guide is the BEST place to look for instructions for replacing aninternal component?

A. ViewsB. BasicsC. Take ApartD. Troubleshooting

Correct Answer: C

Section: (none)Explanation


QUESTION 5According to Apple Technician Guides, what should be completed before performing any take- apart stepswhen 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.



Before You Begin• Remove any cases or screen protectors, which may inhibit proper testing.• Verify the user-reported symptom(s) and identify the correct part(s) needed for repair.• Make sure the device is powered off.

Electrostatic Discharge PrecautionsProper ESD precautions must always be used when opening an iPhone 4. Make sure you areworking on a properly grounded ESD-safe mat and are wearing a properly connected ESD-safewrist strap.For more information about ESD, refer to:• Apple Support article HT3451: Electrostatic Discharge Precautions and Myt hs• AppleCare Service Training: ESD PrecautionsGather Required Tools

Preliminary Steps Warning: Always shut down the computer before opening it to avoid damaging the internal components orcausing injury. After you shut down the computer, the internal components can be very hot. Let thecomputer cool down for 30 minutes before continuing.

QUESTION 6Which TWO details are derived from entering an Apple product's serial number into the Online ServiceAssistant section of the Apple Support web page? SELECT TWO


A. Mac OS versionB. Warranty statusC. AppleCare nameD. Installed memory

E. Number of USB ports

Correct Answer: BCSection: (none)Explanation

Explanation/Reference:Explanation:Check Your Service and Support Coverage Review your Apple warranty status and eligibility for support and extended coverage.

Select Online Service Assistant, and you see this page:

Enter the serial number, you will get a screen similar to the one shown here:

Once again, you have the correct AppleCare name for the product. It is a Mac Pro (Early 2008).

QUESTION 7A customer asks about RAM speed requirements to upgrade his Mac. To which Apple support siteresource should you refer this customer?

A. DownloadsB. DiscussionsC. SpecificationsD. Technician Guide

Correct Answer: CSection: (none)Explanation


QUESTION 8What component of a Mac mini (Early 2009) logic board requires use of an anti-static foam support to avoiddamage?

A. EMI clipsB. Video cardC. Large heat sinkD. Battery connector


Explanation/Reference:Explanation:1. Be careful not to damage EMI clips on underside of logic board. Place board on antistatic foam whenboard is not in a computer.2. Important: Return logic board to Apple service in correct logic board packaging and with antistaticfoam protecting EMI clips (shown in second photo).

QUESTION 9Which of the following is a valid precaution you should take when you begin working inside a MacBook Pro(13-inch, Mid 2010)?

A. Reset the SMC.B. Remove the hard drive.C. Disconnect the optical drive.D. Disconnect the main battery.


Explanation/Reference:Explanation:Before you begin any procedure inside uni, disconnect battery from logic board. Failure to do so coulddamage computer.

QUESTION 10Which of the following is a valid precaution you should take while working inside an iMac (27-inch, Mid2010) system that is plugged into AC power but has not yet been powered on?

A. Do not turn the unit upside-down.B. Avoid putting your fingers near the fans.C. Make sure you are NOT wearing a grounded ESD wrist strap.D. Do not touch the processor heat sink because it could burn your fingers.


Explanation/Reference:Explanation:Reminder: If the unit needs to be plugged in for LED checks or similar troubleshooting, do NOT wear anESD wrist strap. Any shock could be more dangerous since you are connected to ground

QUESTION 11When replacing a MacBook Air (Late 2010) embedded battery, it is acceptable to flex or twist the batterypack to aid in removal.

A. TrueB. False

Correct Answer: BSection: (none)Explanation

Explanation/Reference:Explanation:Tip: Whenever you handle the battery, hold the battery carefully by its edges only. Do not puncture orpress on battery. If mylar covering battery is punctured, do not re-use battery. Do not drop the battery. Ifsetting battery aside, make sure surface is clean and free of dust, dirt, screws, etc.

QUESTION 12How should you handle an embedded battery once it has been removed from a Mac Book Air (Late 2010)?SELECT TWO:

A. By the edges.B. Use both hands.C. Grasping the cells packs.D. Compressing the top and bottom.E. Use either needle-nose pliers or metal tongs.

Correct Answer: ABSection: (none)Explanation

Explanation/Reference:Explanation:Tip: Whenever you handle the battery, hold the battery carefully by its edges only. Do not puncture orpress on battery. If mylar covering battery is punctured, do not re-use battery. Do not drop the battery. Ifsetting battery aside, make sure surface is clean and free of dust, dirt, screws, etc.

QUESTION 13If the embedded battery with exposed cell packs from a MacBook Air (Late 2010) is dropped during service,it should always be replaced.

A. TrueB. False

Correct Answer: ASection: (none)

Explanation

Explanation/Reference:Explanation:Best PracticesThe battery contains several soft battery cells. Do not press on the battery cells with your fingers, and donot handle the battery pack in any way that might apply any physical pressure to these cells. Do not drop aloose battery. If the battery is dropped, replace the battery.

QUESTION 14Where is the best place for a customer to look for information about locating her Mac's serial number?

A. DownloadsB. DiscussionsC. Service NewsD. User's manual



QUESTION 15Which piece of information is best used to determine any Mac's correct AppleCare name?

A. the EMC numberB. the serial numberC. the MAC addressD. the model number


Explanation/Reference:Explanation:If you can find the serial number, you can identify which model you have.

QUESTION 16You are attempting to power a Mac mini (Late 2009) with an 85 Watt power adapter. Will this work?

A. YesB. No



QUESTION 17A customer brings a Mac Pro to your service center for repair. After finding the serial number, which TWOof the following sources will display the proper AppleCare name for that Mac Pro? SELECT TWO

A. MRIB. GSXC. ConsoleD. TerminalE. System ProfilerF. Apple Name ToolG. Apple Hardware Test

Correct Answer: BESection: (none)Explanation

Explanation/Reference:Explanation:Finding a NameLet's say that you have a computer that looks like this:

This computer could be a Power Mac G5 or a Mac Pro. Apple released five different versions of the Power Mac G5 starting in 2003 and finishing in 2005, inaddition to the Mac Pro models. Which model is it?

The All-Important Serial NumberIf you can find the serial number, you can identify which model you have. Let's assume that you locate theserial number on the back of the computer.

NOTE: If the computer was bootable, you could get the serial number via System Profiler:

The serial number is as follows:G88081B9XYK

Online Resources - GSXIf you are working at an Apple-Authorized service facility, you have access to Global Service Exchange(GSX). (We briefly reviewed this resource in the References course.)

On the GSX home page, you have the option of entering a serial number and selecting Coverage Check.

Once you have made that selection, you will see a screen similar to this one:

This screen tells us that the unit is a Mac Pro (Early 2008)

QUESTION 18A customer brings his MacBook Pro (17-inch Mid-2010) in for servicing. It is not functioning correctly andyou suspect the machine has been damaged by the customer. As you inspect for accidental damage, youshould open the lid and confirm that the hinges are working smoothly and inspect the LCD for scratches onthe display coatings or cracks in the glass. You should also ____________________ and__________________. SELECT TWO

A. Open the hard disk drive to check for scratches or dust insideB. Look for cracks, dents or scratches on the exterior of the systemC. Connect the system to external speakers to check for sound outputD. Check for any unusual odors coming from the system, which might indicate spill damageE. Ask the customer to describe in detail how he abused his computer to the point that it no longer

functions

Correct Answer: BDSection: (none)Explanation

Explanation/Reference:Explanation:External DamageThe key to recognizing external damage is to take the time to carefully inspect the computer. Here is a brieflist of some steps you should take:With the lid closed, look carefully at the edge where the LCD and keyboard meet. Are the edges meetingevenly? Are there any cracks, dents or scratches on the ex terior of the computer ? Be sure to look atall surfaces of the computer for cracks, dents, scratches or stains. Look over the I/O ports to see if there are any indications of damage to the ports such as damaged pins orcontacts, and cracked or chipped connectors. Open the lid and confirm that the hinges are working smoothly. Check for any sign of forced entry in the battery bay or around the keyboard. Carefully inspect the LCD for scratches on the display coatings or cracks in the glass. You can also shine abright light on the display to help identify damage. If you can boot the computer, do so and see if the display is showing white spots due to compression on the

back of the screen. Look for a gap at the junction of the LCD bezel and the LCD panel. A gap is a sign of torque damage (thecomputer was twisted or opened too far). Is there any unusual odor coming from the computer? This may indicate spill damage . Check the keyboard for any residue between the keys. This is a clear indicator of spill damage. Take digital photos of any external damage found.

QUESTION 19After identifying some accidental damage and pointing it out to the customer, the customer says "Apple'swarranty should cover this kind of problem." How should you respond?

A. Apple will only cover the internal damage, not the cosmetic damage, so the charge will be less.B. You're right, Apple's warranty does cover this kind of accidental damage, so the repair will be free.C. Apple's warranty does not cover this, but the AppleCare Protection Plan might, but only if you buy it now.D. Apple's warranty specifically calls out accidental damage as an instance where system failures are not

covered.


Explanation/Reference:Explanation:Warranty should cover this kind of problem.Many customers believe that a warranty means complete no-fault coverage. In fact, Apple's warranty oncomputer products specifically calls out the following instances where the warranty will not cover computerfailures:

Accident Misuse Flood Fire Earthquake Other external causes

These exclusions are normal for computer products.NOTE: You can review Apple's product warranty at this address:http://www.apple.com/legal/warranty/

QUESTION 20What is the function of the SMC in an Intel Mac?

A. The SMC controls all aspects of power flow.B. The SMC controls the speed of the hard drive.C. The SMC manages the amount of virtual memory used.D. The SMC manages all communication with attached peripherals.


Explanation/Reference:Explanation:System Management Controller (SMC)In the Intel-based Mac, much of the functionality of the SMU was replaced by the System ManagementController- the (SMC) - a chip that controls all the power functions including:Telling the computer when to turn on, turn off, sleep, wake, idle, and so forth.Handling system resets from various commands.Controlling the fans.

QUESTION 21

Which THREE of the following symptoms would most likely be resolved by performing an SMC reset as afirst step? SELECT THREE

A. Computer does not turn onB. Cursor is unresponsive in FinderC. Network / Internet connectivity issuesD. USB and/or FireWire port(s) do not functionE. Computer does not sleep / wake from sleep

Correct Answer: ADESection: (none)Explanation

Explanation/Reference:Explanation:System Management Controller (SMC)The System Management Controller (SMC) controls power functions on the MacBook Air (Late 2010). Thisincludes charging, fans, and other powered features such as items on the USB bus, including the built-iniSight and external USB ports.

In the Intel-based Mac, much of the functionality of the SMU was replaced by the System ManagementController- the (SMC) - a chip that controls all the power functions including:Telling the computer when to turn on, turn off, sleep, wake, idle, and so forth.Handling system resets from various commands.Controlling the fans.

QUESTION 22Which THREE troubleshooting steps should be attempted if the SD card slot does not appear in SystemProfiler on MacBook Pro (13-inch, Mid 2009)? SELECT THREE

A. Reset PRAM.B. Reset the SMC.C. Force the card into the slot.D. Back up user data, then erase and reinstall Mac OS X.E. Remove and reinsert the card with a third party SD card adapter.F. Start up from the Mac OS X Installer DVD or external disk and check System Profiler.

Correct Answer: ABFSection: (none)Explanation

Explanation/Reference:Explanation:If the card does not appear in System Profiler, try reformatting the card using Disk Utility, or try another SDcard without using an XD or mini SD adapter.

If the card reader does not appear in System Profiler on the USB bus, try resetting PRAM or SMC, or trystarting up from another volume such as the Mac OS X Installer DVD to check System Profiler from aknown-good operating system.

QUESTION 23Which of the following can permanently damage an LCD display?

A. Rubbing the display.B. Using a screen saver.C. Not using a screen saver.D. Turning brightness up too high.


Explanation


QUESTION 24Examine the exhibit.

What is the correct name for this type of pixel anomaly?

A. Dark dot defectB. Stuck sub-pixelC. Bright dot defectD. Vertical TAB fault


Explanation/Reference:Explanation:In the examples below, a horizontal or vertical white or colored line would appear on the display, while therest of the display would appear dark.

Whether the symptom is a white line, a black line, or a colored line, horizontal or vertical, the important thingto remember here is that TAB faults are resolved only by replacing the LCD display module itself, not byflexing the LCD display module, rubbing the display, or some other improvised' method.

QUESTION 25Which of the following statements describes how CCFL backlighting is similar to LED backlighting whentroubleshooting backlighting issues in Apple displays?

A. Both types of displays use fluorescent lights.B. Both types of displays use light emitting diodes.C. Both types of displays are diagnosed identically.D. Both types of displays have components that are individually replaceable.


Explanation/Reference:Explanation:SimilaritiesIn terms of troubleshooting and servicing the LCD, much of the diagnostic and repair process is the samebecause the LCD panel is a single service part.

Problems involving pixels and no video issues are common to CCFL and LED LCDs.

DifferencesLCDs with CCFL backlighting have a continuous light source across the width of the screen. LCDs withLED backlighting have points of light within the screen area.

This leads to different solutions for diffusing the light into an even level throughout the LCD panel.

An inverter board for converting DC to AC is not needed for LED LCDs. While CCFLs require stepped-upAC voltage to operate, LEDs are low voltage DC devices.

With LED backlit displays a single LED or a sub-string can fail and there is localized darkening of thestring.

In some situations, if the LED is over driven you can get "hot spots."

QUESTION 26The LED on a MacBook (13-inch Late 2009) MagSafe power adapter does not illuminate at all when it isplugged into the MacBook and you know the adapter is connected to a known good power source. What isthe most likely cause of this symptom?

A. The MacBook has a faulty backup battery.B. The MagSafe adapter needs to be reset first.C. The MacBook has a faulty magnetic sleep sensor.D. A MagSafe adapter connector pin is stuck down or dirty.



QUESTION 27If an AirPort Extreme Base Station stopped responding, has network accessibility issues, or needs to bereverted back to default factory configuration, you should perform a _______.

A. Soft resetB. Hard reset


Explanation/Reference:Explanation:Your AirPort stopped responding, has network accessibility issues, or needs to be reverted back to defaultfactory configuration. You can do this with hard reset.

QUESTION 28If you are unable to find the password for an AirPort Extreme or Express Base Station, you should performa _______.

A. Soft resetB. Hard reset


Explanation/Reference:Explanation:You forgot your base station password and need to reconfigure one or more AirPort options (including

resetting the base station password). You can do this with soft reset.

QUESTION 29Which THREE of the following probing questions are most appropriate to ask the customer whentroubleshooting AirPort issues? SELECT THREE

A. Are wired computers affected as well?B. Are just wireless computers affected?C. How much RAM do you have installed?D. What is the computer's processor speed?E. What is the resolution of the computer's display?F. Are any hubs, routers, or other computers connected to the network?

Correct Answer: ABFSection: (none)Explanation




What AirPort Extreme port does the number 3 identify?

A. USBB. LANC. WAN

D. PowerE. FireWire


Explanation/Reference:Explanation:The rear panel of the AirPort Extreme contains the ports for sharing, network connections, a security slot,and a reset button:

1.Power2.USB 2.0 port3.Gigabit WAN port4.Gigabit LAN ports (3)5.Link light (4)6.Reset button7.Security slot

QUESTION 31Which of the following is NOT a valid Bluetooth troubleshooting tip for Macs?

A. Check for signal interference.B. Make sure Bluetooth is turned on.C. Update Bluetooth software on the Mac.D. Verify Bluetooth peripheral hardware batteries are charged.E. Make sure the Bluetooth peripheral is at least 20 meters away from the Mac.

Correct Answer: ESection: (none)Explanation


http://support.apple.com/kb/HT3887

QUESTION 32You are troubleshooting an iMac (Early 2008) that does not power on. You notice that all diagnostic LEDsremain off when a known-good power cord is connected to the iMac and to a known-good power outlet.What is most likely the cause of these symptoms?

A. Faulty power supplyB. Faulty optical drive

C. Faulty LCD panelD. Faulty video card


Explanation/Reference:Explanation:The LED will turn off only if the AC power source is disconnected or the power supply is faulty.


What is this message?

A. Kernel PanicB. Software UpdateC. Firmware UpdateD. Power-On Self-Test


Explanation/Reference:Explanation:Kernel Panic Basics A kernel panic is a type of error that occurs when the core (kernel) of an operating system receives aninstruction in an unexpected format, or that it fails to handle properly.A kernel panic may also follow when the operating system is not able to recover from a different type oferror. A kernel panic can be caused by damaged or incompatible software or, more rarely, damaged orincompatible hardware.Kernel panics in Mac OS should not be confused with an application freeze. Instead of just one applicationno longer functioning, the entire system is no longer operable.Here you see the onscreen dialog a Mac running Mac OS X 10.2 or later displays.

For more detailed information on kernel panics, review "About 'You need to restart your computer' (kernelpanic) messages". http://support.apple.com/kb/TS3742

QUESTION 34What is the indication that a Mac has completed a successful power-on self test (POST)?

A. Startup Chime.B. A series of beeps.C. The Login Window starts.D. The Desktop, Dock, and menu bar load.



QUESTION 35You can use a higher wattage power adapter with an Apple portable computer, but you cannot use one withless wattage without potential operating issues.

A. TrueB. False


Explanation/Reference:Explanation:It is important for customers to use the correct power adapter or the main battery may not chargecompletely, or power may drain from the main battery while the computer is plugged into the power adapter.This is complicated by the fact that adapters that vary in power utilize the same type of connector. When aportable Mac is shipped, it includes the correctly rated adapter. This adapter can be replaced with anotherrated at a higher wattage as the Mac will continue to consume the original amount of power. However, alower-wattage adapter should not be used as it may cause power related problems

QUESTION 36What is the proper way to calibrate a removable main battery in a MacBook (13-inch, Mid 2009)?

A. Charge the battery while running the Battery Calibration Utility.B. The battery is calibrated out of the box; no further steps are needed.C. Charge the battery overnight. Make sure battery status indicates 100% before disconnecting AC

adapter.D. Charge the battery fully. Wait 2 hours. Run the MacBook on battery until it goes to sleep. Wait 5 hours.

Charge it fully again.E. Charge the battery halfway. Wait 2 hours. Finish charging the battery. Run the MacBook on battery until

it goes to sleep. Charge it fullyagain.


Explanation/Reference:Explanation:Battery CalibrationPowerBook G4 (15-inch Double-Layer SD), MacBook (al l models), and MacBookPro (all models) The battery calibration for the PowerBook G4 (15-inch Double-Layer SD) and any model of MacBook orMacBook Pro has been updated because of a new battery released with this computer. With thesecomputers, follow these steps to calibrate your battery:1.Plug in the power adapter and fully charge your Po werBook's battery until the light ring or LED onthe power adapter plug changes to green and the onscreen meter in the menu bar indicates that the batteryis fully charged.

2.Allow the battery to rest in the fully charged state for at least two hours. You may use your computerduring this time as long as the adapter is plugged in.

3.Disconnect the power adapter while the computer still on and start running the computer off batterypower. You may use your computer during this time. When your battery gets low, the low battery warningdialog appears on the screen.

4.At this point, save your work. Continue to use your computer; when the battery gets very low, thecomputer will automatically go to sleep.

5.Turn off the computer or allow it to sleep for five hours or more.

6.Connect the power adapter and leave it connected until the battery is fully charged again.

Tip : When the battery reaches "empty", the computer is forced into sleep mode. The battery actually keepsback a reserve beyond "empty", to maintain the computer in sleep for a period of time. Once the battery istruly exhausted, the computer is forced to shut down. At this point, with the safe sleep function introduced inthe PowerBook G4 (15-inch Double-Layer SD) computers, the computer's memory contents have beensaved to the hard drive. When power is restored, the computer returns itself to its pre-sleep state using thesafe sleep image on the hard drive.

QUESTION 37Which of the following is NOT a valid power saving technique in recent Mac computers?

A. Disconnect all peripherals.B. Activate automatic display sleep.C. Activate automatic hard disk sleep.D. Use wireless networks instead of wired networks.E. Set up locations optimized for different environments.


Explanation/Reference:Explanation:Power Saving TechniquesKnowing how to manage the portable computer's energy is important. Here are sometips to help increase the computer's autonomy.

Activate automatic display sleepIn the Energy Saver System Preferences pane

Activate automatic hard disk sleepIn the Energy Saver System Preferences pane. The default is on.

Turn off AirPort

Disconnect peripheralsSome peripherals are not self-powered. A USB mouse, for example, or FireWire harddisk (even removed from the desktop). These devices draw power from the portablecomputer, even if they're not actively in use.

Keep a close eye on the battery levelElect to show the battery in the menu bar and show either time remaining or percentremaining.

However, be careful: this is only an estimation based on the battery's currentconsumption. Thus, the menu bar can display 2 hours of remaining autonomy, and thebattery will last only 1h30 when the hard drive starts spinning. The estimated timeremaining will rise again if the hard drive goes back to sleep.

Reduce screen brightnessA bright screen can deplete up to 1/3 of the battery. You can dim the screen brightnessalmost to the maximum and still be able to work without any problem.

Use the power adapter as often as you can

Use applications suited to nomadic useIf you type entire pages of text, prefer a light word processing application (like TextEdit)to Microsoft Word, which is quite resource consuming. Games and graphics applicationslike Adobe Photoshop keep the hard disk active and so drain the battery more quickly.Some programs are more suitable than others for a nomadic use of the portablecomputer.

Set up locations files optimized for different envi ronmentsSuggest prioritizing different network interfaces for each place that the customer uses hisor her computer.

Open Files Simultaneously

QUESTION 38Which of the following most accurately describes what happens during Safe Sleep activation in Macportables?

A. The contents of RAM are written to NVRAM before sleep.B. The contents of the hard disk are encrypted before sleep.C. The contents of RAM are written to hard disk before sleep.D. The contents of the hard disk are read into RAM before sleep.


Explanation/Reference:Explanation:During Safe Sleep the current state of the computer is saved on the hard drive, includingitems such as desktop settings, open applications, and work in progress.

QUESTION 39MacBook Air comes with a _____ MagSafe power adapter.

A. 45 WattB. 60 WattC. 65 WattD. 80 WattE. 85 Watt


Explanation/Reference:Explanation:There are different types of power adapters for MacBook Pro, MacBook Air, MacBook,PowerBook G4 and iBook G4 portable Mac computers:

45 watts of power (45W) Barrel-type connector - PowerBook G4 and iBook G4 65 watts (65W) Barrel-type connector - PowerBook G4 and iBook G445 watts (45W) MagSafe adapter - MacBook Air 60 watts (60W) MagSafe adapter - MacBook and MacBook Pro 85 watts (85W) MagSafe adapter - MacBook Pro

QUESTION 40A MacBook Pro (17-inch Mid-2010) powers on with no image on the built-in display. You connect anexternal display and restart the MacBook Pro, yet you still see no image on either display. Which of thefollowing is most likely the cause of this symptom?

A. Dead batteryB. Not enough RAMC. Faulty optical driveD. RAM not completely seated



QUESTION 41Which THREE of the following components should you be very careful with, when working inside an Appleportable? SELECT THREE

A. Plastic tabB. Small screwC. Ribbon cableD. Deflection coilE. Anode apertureF. Flyback transformer

Correct Answer: ABCSection: (none)Explanation

Explanation/Reference:Explanation:A portable computer's compact design results in smaller, lighter ribbon cables,connectors, tabs and latches. In addition, some components are more sensitive toESD damage. Also, to minimize weight, the casing on some models is made chiefly fromplastic. To minimize the risk of damage during repairs, you may use a plastic pry tool, such asApple's Nylon Probe Tool, to separate plastics and to lift components.

QUESTION 42Which of the following would be the most appropriate question to ask FIRST, when gathering informationfrom customers about a problem with their Apple product?

A. What is the issue?B. What operating system are you using?C. Did you turn off the computer improperly?D. What steps have you taken to resolve the problem yourself?



QUESTION 43A customer claims that her Mac cannot connect to her AirPort Express network at home. Which of thefollowing would be the BEST question to ask her FIRST?

A. Can any other computer successfully join her network?B. Does your ISP support wireless access to the Internet?C. What type of wireless card is installed in your Mac?D. Have you upgraded to Mac OS X v10.7.3?



QUESTION 44When practicing component isolation, which ONE of the following components would NOT be a part of aminimal system configuration for a MacBook 13-inch (Mid 2010)?

A. RAMB. Logic boardC. Optical driveD. Power adapter



QUESTION 45Which TWO of the following are clues that may indicate a 'no video' condition? SELECT TWO

A. You do not hear a startup chime.B. You may hear fan or drive noise.C. You cannot connect to the Internet.D. The power button or power indicator lights up.E. The cursor is frozen and the system is unresponsive.



QUESTION 46Which of the following is ALMOST CERTAINLY a hardware-related problem?

A. No video at startup

B. Error beep at startupC. Distorted video at startupD. Blinking question mark at startup



QUESTION 47Which of the following is ALMOST CERTAINLY a software-related problem?

A. No video on displayB. Single beep at startupC. No Internet connectivityD. iPhoto quits when launched



QUESTION 48A customer states that he cannot open a Keynote file. What is the most effective question to ask himFIRST?

A. Can you open any files?B. Can you open other Keynote files?C. Is your Mac connected to a network?D. What version of Keynote are you using?



QUESTION 49To isolate a video problem as hardware or software on a Mac, which of the following steps should you tryFIRST?

A. Replace the built-in display.B. Reinstall the appropriate Mac OS.C. Verify the hard disk with Disk First Aid.D. Start up from a known-good startup volume.



QUESTION 50Verifying that a computer functions properly after you repair it ensures that _____. SELECT THREE

A. third-party software is workingB. the original issue has been resolvedC. the computer falls under service warrantyD. the computer will continue to function after the repairE. no new problems have been introduced during the repair

Correct Answer: BDESection: (none)Explanation


QUESTION 51Which THREE of the following are clues that may indicate a 'no power' condition? SELECT THREE

A. You do not hear a startup chime.B. You cannot connect to the Internet.C. You do not hear any fan or drive noise.D. The cursor is frozen and the system is unresponsive.E. The power button or power indicator does not light up at all.

Correct Answer: ACESection: (none)Explanation


QUESTION 52What step is required before upgrading the RAM in a Mac Pro (Early 2009)?

A. Remove the processor trayB. Remove the hard drive carriers.C. Remove the front inlet fan assembly.D. Remove the Optical Drive and Carrier.


Explanation/Reference:Explanation:Open computer, lay it down with access side facing up, and remove: • Processor tray

QUESTION 53The Mac Pro (Early 2009) has SMC functionality split between a primary SMC on the backplane board, anda secondary SMC on the processor board. What service issue should a technician be aware of whenservicing the Mac Pro (Early 2009)?

A. SMC firmware must always match on both boards.B. Three internal buttons must be pressed in order to reset both SMCs.C. It is required to remove the memory riser card in order to reset the SMC.D. Processor trays are interchangeable between similar Mac Pro (Early 2009) units.


Explanation

Explanation/Reference:Explanation:Since the SMC firmware is stored on both the backplane board and processor board, it is important that theversion of SMC firmware match on both boards.

QUESTION 54A computer service technician says "I don't use ESD precautions and have never had a problem." What (ifanything) is wrong with this statement?

A. Nothing is wrong with this statement.B. ESD damage may not appear immediately.C. ESD happens only to inexperienced technicians.D. ESD damage is really not as bad as everyone thinks.


Explanation/Reference:Explanation:ESD MYTHSSome popular misconceptions:I don't use ESD precautions and have never had a pr oblem.

How would you know? You may be damaging parts in ways that do not show upimmediately via system performance or diagnostic routines. Apple has tested for ESDdamage and consistently found that mishandling components and computers creates ICdamage.

I don't have time to be tied down with wrist straps and mats.

Mishandling components creates DOA parts that slow down repairs and drive customerdissatisfaction. In addition, you can set up work areas using heel straps instead of wriststraps. This leaves your hands free.

If Apple was really serious about ESD precautions, it would not tell customers tojust touch metal before replacing DIY parts.

Customers replace far fewer parts than service technicians. Since it is difficult to traincustomers in the best ESD techniques, Apple asks them to practice a less effectiveprocedure that they can readily do.

Only RAM and logic boards require ESD precautions. Everything else is shielded Not true. Most components have some circuitry. In addition, replacing a component suchas a cable may require handling many other components that contain ICs. It is far wiserto take ESD precautions whenever you have to open up a computer.

You do not have to be hardwired to ground to practi ce correct ESD precautions.

There are some products which claim to ground you without the use of directconnections to ground. Such "wireless" solutions have not been proven. Use a groundedwrist strap or heel strap. Those work.

QUESTION 55

You want to follow ESD prevention rules, but your work area is too small for you to be tethered with a wiredwrist strap. What is one acceptable alternative solution to this issue?

A. Use a wireless wrist strap.B. Use a grounded ESD heel strap.C. Do not practice ESD prevention.D. Work on the floor instead of a table.


Explanation/Reference:Explanation:Mishandling components creates DOA parts that slow down repairs and drive customerdissatisfaction. In addition, you can set up work areas using heel straps instead of wriststraps. This leaves your hands free.

QUESTION 56When you work at a customer site, you do not need to take any precautions to avoid ESD damage.

A. TrueB. False


Explanation/Reference:Explanation:IMPORTANT: When you work at a customer site, you must take the same precautions toavoid ESD damage.

QUESTION 57ESD causes damage to circuits by ________.

A. slowing the circuit downB. blasting a hole in the circuitC. cooling the circuit too quicklyD. increasing the circuit's clock speed


Explanation/Reference:Explanation:ESD Risks The discharge of static electricity near active electronic systems can cause memorycorruption or temporary failures. It can cause irreparable damage to sensitive chips andprinted circuitry of electronic components.Such damage is basically a hole blasted in the integrated circuit by the ESD. It can be avery small hole but can result in hard-to-trace computer behaviors.

QUESTION 58You are preparing to service a MacBook. To reduce the risk of damage from ESD, you clear the area of

plastic, vinyl, or foamed polystyrene, and have static-shielding storage bags available for ESD-sensitivecomponents. While you are working you should also remember to ________________ and_______________. SELECT TWO

A. ground yourself and the equipment you are working onB. always place ESD-sensitive components on metal surfacesC. discharge the display to protect the other ESD-sensitive componentsD. handle any ESD-sensitive components by the connectors, rather than by the edgesE. ask other technicians to avoid touching you when you are working on ESD-sensitive components

Correct Answer: AESection: (none)Explanation

Explanation/Reference:Explanation:Before working on any circuit board or assembly containing ESD-sensitive circuits,ground yourself and the equipment you are working on to an earth or building ground.Use a grounded conductive workbench mat and a grounding wrist strap, and ground theequipment to the mat.

Do not touch anyone who is working on ESD-sensitive circuits or circuit boards of anykind. If you touch someone who is properly grounded, your "zap" or body charge may notcause any damage, but just to be safe, keep your own body charge away from othertechnicians.

QUESTION 59You are about to replace a MacBook Air (13-inch, Late 2010) logic board. Which of the following is the mostimportant step you should take immediately after removing the bottom case?

A. Remove the thermal module.B. Install the battery cover.C. Remove the hard drive.D. Remove the battery.


Explanation/Reference:Explanation:Warning: The battery contains several exposed, soft battery packs. Always attach thebattery cover immediately after removing the bottom case.

QUESTION 60Which of the following scenarios would be most appropriate to use Apple Service Diagnostic?

A. You want to check a Mac for accidental damage.B. You want to verify product functionality after a repair.C. Your customer wants to run diagnostics on his Mac Pro.D. You need to verify that all installed applications have been updated.


Explanation/Reference:Explanation:Run all available OS Stand Alone tests. Assuming all tests pass, then go on to step e. Ifone or more test modules fail, consult the ASD Test Results Guide to interpret thefailure indication and troubleshoot the failure from that point. Be sure to re-run all testsagain after resolving the failure to ensure the root cause of the issue is resolved and noother issues have appeared.

QUESTION 61A customer asks if there is a diagnostic that he can use to help troubleshoot a hardware problem with hisMacBook Pro. Which of the following solutions should you suggest?

A. Apple Service DiagnosticB. Apple Hardware TestC. Terminal

D. Console




QUESTION 62Apple Service Toolkit uses ____ to check Macs with Mac Resource Inspector and other diagnostic utilities.

A. NetBootB. Open FirmwareC. Target Disk ModeD. Apple Remote Desktop


Explanation/Reference:Explanation:Mac Resource Inspector (MRI)Mac Resource Inspector runs on a NetBooted Mac (UUT) that is connected to the sameEthernet network connected to the DG. To boot to MRI connect the client machine (UUT)to the network, power the unit on and press the 'N' key until the globe icon appears andbegins to the flash on the screen. MRI only works with Intel-based Macintosh systems.


Why is it necessary to use this Service Fixture when replacing the left fan or heat sink in a MacBook Pro(15-inch, Mid 2009)?

A. This tool is used to avoid flexing the logic board.B. This tool is used to avoid ESD damage to the logic board.C. It is impossible to remove these components without this tool.D. This tool is used to properly align the processor with its socket.


Explanation/Reference:Explanation:Use the custom-made service fixture (922-9102) to provide support to the logic board whenever removingand replacing the left fan and heatsink. Failure to use the service fixture will flex the logic board and straincomponents on the board.

QUESTION 64You are about to begin disassembly of an iMac (27-inch, Mid 2010) to replace the LCD display. WhichTWO of the following tools are required to do this? SELECT TWO

A. MultimeterB. Suction cupsC. Service standD. Anti-static, lint-free glovesE. Torx T-15 driver with 5 inch shaft


Explanation/Reference:Explanation:(First) Glass Removal Tools

ESD wrist strap lint-free gloves suction cups sticky silicone roller sticky sheets to clean the silicone roller microfoam bag to store glass panel

(Second) LCD RemovalToolsESD-wrist strap and mat ESD bag to store LCD panel Magnetized T10 screwdriver


This specialized tool is required for the removal of which component from the Mac mini (Mid 2010)?

A. FanB. MemoryC. Bottom CoverD. Antenna PlateE. Logic Board Assembly

Correct Answer: ESection: (none)Explanation

Explanation/Reference:Explanation:ToolsLogic board removal tool: 922-9588 Torx T6, T8 & T9 screwdrivers 2 mm (5/64-inch) hex wrench

Black stick

QUESTION 66When installing a heat sink in a MacBook Pro (15-inch, Mid 2012) do you tighten each of the six heat sinkscrews completely before tightening the next one?

A. YESB. NO


Explanation/Reference:Install heat sink screws in the order shown, 1/2 way first, then tighten the rest of the way.

QUESTION 67In the MacBook Air (11-inch, Mid 2012) which cable tab includes a 2D barcode of the display clamshellserial number?

A. EDPB. VDPC. LVDSD. LCDS


Explanation/Reference:Note : The Mid 2012 model includes a 2D barcode of the display clamshell serial numberlocated on the underside of the pull tab for the EDP cable. The barcode links the displayto the system serial number.

QUESTION 68

The Solid state drive in MacBook Air (11-inch, Mid 2012) is NOT backwards compatible with earlier models.

A. TrueB. False


Explanation/Reference:Late 2010/Mid 2011 SSD Card

Mid 2012 SSD Card

QUESTION 69Which of the following ports is NOT included with the MacBook Pro (13-inch, Mid 2012)?

A. FireWire 800B. ThunderboltC. Gigabit EthernetD. DVI


Explanation/Reference:DVI output using Mini DisplayPort to DVI Adapter (s old separately)

Comes with:MagSafe power port Gigabit Ethernet port FireWire 800 port (up to 800 Mbps)

Two USB 3 ports (up to 5 Gbps) Thunderbolt port (up to 10 Gbps) Headphone port SDXC card slot Kensington lock slot 8x SuperDrive

QUESTION 70What converter allows MagSafe peripherals to be compatible with MagSafe 2 ports?

A. MagSafeB. MagSafe 2C. MagSave UniversalD. MagSafe-to-MagSafe 2


Explanation/Reference:The MagSafe to MagSafe 2 Converter allows you to use the MagSafe connector on yourLED Cinema Display, Thunderbolt Display, or MagSafe Power Adapter to charge yourMagSafe 2-equipped Mac computer.

QUESTION 71What type of tape do you use to keep disconnected cables out of the way when replacing logic boards in aMacBook Pro (Retina 15-inch)?

A. KaptonB. FoilC. EMID. None of the above


Explanation/Reference:

QUESTION 72A replacement MacBook Pro (Retina, Mid 2012) top case assembly comes with what collection ofcomponents?

A. battery, keyboard, trackpad, microphone, fan ducts and clutch screw coversB. battery, keyboard, trackpad, speakers and fan ductsC. board, trackpad, microphone, fan ducts and clutch screw coversD. keyboard, trackpad, microphone and fan ducts


Explanation/Reference:Note : The replacement top case comes with the following parts installed:battery keyboard trackpad microphone

fan ducts

QUESTION 73How many conductive wraps are provided with replacement AirPort/Bluetooth cards for the MacBook Pro(13-inch, Late 2011)

A. 1B. 2C. 3D. 4


Explanation/Reference:Steps for ReassemblyImportant : Every time you install a replacement AirPort/Bluetooth card or card holder,you must also replace the card’s thermal pad and conductive wrap.Cards and card holders are provided as kits, which include the thermal pad and 3conductive wraps (designed for 3 different models). Use the illustration below to select the MacBook Pro (13-inch, Early and Late 2011)wrap, marked with yellow arrow. Discard remaining 2 wraps.

QUESTION 74What 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.


Explanation/Reference:Preliminary StepsYou must shut down the Xserve and remove it from its rack mount before replacing orinstalling all internal components except the hard drives (and power supplies on theXserve (Late 2006 / Early 2008)). Xserve RAID has several more components that maybe 'hot-swapped' without removing the entire unit beforehand, but you should followthese steps if you need to replace any internal Xserve RAID component that requireenclosure disassembly

QUESTION 75Before you leave your bench to take a logic board to a storage place, you should put the board _____.

A. on top of an ESD shielding bagB. inside an ESD shielding bagC. inside a cardboard boxD. on a metal table



QUESTION 76You should periodically _____ your ESD mats.

A. clean B. replace C. turn over D. disconnect



QUESTION 77You are replacing a logic board in a Mac Pro. You should handle the board by its _____.

A. edges B. heat sinksC. connectors D. components



QUESTION 78Which safety issue applies to newer Apple portable models?

A. High voltage displayB. Fragile bottom case C. Heavy internal frame D. Soft battery enclosure



QUESTION 79Which safety issue applies to the iMac (Mid 2010)?

A. Liquid coolant spillage B. Thermal grease toxicity C. High voltage CRT dischargeD. Fragile glass panel breakage

Correct Answer: DSection: (none)

Explanation


QUESTION 80When discharging a CRT, what part do you touch with the tip of the discharge tool?

A. Anode apertureB. High voltage cableC. Flyback transformerD. Yoke connector/cable



QUESTION 81What 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 CRTC. You should remove the CRT from the computer or display assemblyD. You should establish an ongoing lead between the CRT anode and ground.



QUESTION 82The purpose of Apple's business conduct helpline is to _____.

A. ask technical support questions B. report damaged service parts to AppleC. report normal business operational details to AppleD. raise a potential business conduct or ethics issue as it relates to Apple



QUESTION 83Which of the following is NOT a valid example of the type of information that Apple collects from itscustomers?

A. Credit card information.B. Discussion blog postings mentioning AppleC. Apple product serial number and date of purchaseD. Name, mailing address, phone number, email address



QUESTION 84You must provide your identity when you use Apple's Business Conduct Helpline. You may not contact theHelpline anonymously.

A. TrueB. False



QUESTION 85Apple sells customer information to other marketers.

A. TrueB. False



QUESTION 86Which THREE of the following items are appropriate to use for ESD prevention? SELECT THREE

A. Metal work surfaceB. CRT discharge toolC. Grounded work matD. Wrist strap and cordE. Wireless wrist strapF. Static-shielding bags

Correct Answer: CDFSection: (none)Explanation


QUESTION 87Which of the following is NOT a good step to take when working onsite on a computer?

A. Place parts on the floorB. Use a grounded ESD matC. Wear a grounded ESD wrist strap. D. Check the polarity of the grounded power outlet.

Correct Answer: A



QUESTION 88Which part or parts of a CRT display should NOT be touched until after the display is disconnected from itspower source and the CRT is properly discharged? SELECT ALL THAT APPLY

A. Yoke assemblyB. Anode apertureC. High voltage cableD. Front of CRT displayE. Flyback transformerF. Outer plastic housing

Correct Answer: ABCESection: (none)Explanation


QUESTION 89Which THREE of the following are valid CRT safety rules? SELECT THREE


A. Touch the computer's metal chassis. B. Wear a grounded ESD wrist strap.C. Connect the AC power cord.D. Remove any metal jewelryE. Wear safety gogglesF. Don't work alone.

Correct Answer: DEFSection: (none)Explanation


QUESTION 90Why do you need to take precautions when disposing of CRT displays? SELECT TWO

A. CRT displays may leak cooling fluid. B. CRT displays may present a fire hazardC. CRT displays may implode if mishandled.D. CRT displays may present a radiation hazardE. CRT displays may contain hazardous materials

Correct Answer: CE

9L0-010 Apple Certified Macintosh Technician - … Apple Certified Macintosh Technician ... You can...

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