SVC-16A apple...Feb 14, 2017 · QUESTION 3 Apple recommends a DIMM installation scheme for the Mac...

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SVC-16A apple

Number: SVC-16APassing Score: 800Time Limit: 120 min

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Exam A

QUESTION 1What color indicates that the Liquid Contact Indicators inside a MacBook Pro (13-inch, Mid 2012, have been triggered?


A. Red

B. Blue

C. White

D. Yellow

Correct Answer: ASection: (none)Explanation

Explanation/Reference:Explanation:The indicators trigger only with direct contact to a liquid. The indicators will not be triggered by temperature and humidity that is within the product's environmentalrequirements described by Apple. A triggered indicator will turn red or pink...indicating that the module(s) to which the indicator is attached has been exposed toliquid.

QUESTION 2What is the likely cause of an iMac (21.5-inch, Late 2013) producing a single error tone at startup that repeats every five seconds.

A. The unit does not have RAM or RAM is not installed properly.

B. The logic board has failed and must be replaced.

C. The RAM does not pass data integrity tests.

D. The hard drive has failed S.M.A.R.T. status.


Explanation/Reference:Reference: https://support.apple.com/en-ca/HT202768

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QUESTION 3Apple recommends a DIMM installation scheme for the Mac Pro (Late 2013) that:

A. Increases processing power

B. Enhances graphics processing

C. Optimizes system cooling

D. Enables use of special memory modules

Correct Answer: DSection: (none)Explanation

Explanation/Reference:Explanation:Apple recommends that you use Apple-approved DIMMs. You shouldn't use DIMMs from older Mac Pro computers in your new Mac Pro. You can purchase Apple-branded memory online from the Apple Store or by visiting an Apple Retail store or Apple Authorized Reseller .Reference: https://support.apple.com/en-us/HT6054

QUESTION 4You must know the AppleCare name of an Intel iMac before performing which of the following actions?

A. Starting up from OS X Recovery HD.

B. Running Mac Resource Inspector.

C. Replacing the logic board

D. Resetting the NVRAM.

Correct Answer: CSection: (none)Explanation

Explanation/Reference:Reference: https://discussions.apple.com/thread/1516765

QUESTION 5Which of the following could indicate accidental damage when inspecting the inside of a Mac mini (Late 2012) before a repair?

A. Light dust in the fans

B. Third-party RAM installed

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C. Lint gathered near the rear vents

D. Oxidation or discoloration of the logic board


Explanation/Reference:

QUESTION 6Which of the following is a valid electrical safety precaution when working on a computer or display with exposed, potentially energized parts?

A. Use only metal screw drivers or fingers as needed to connect or disconnect cables.

B. Always wear an ESD wrist or heel strap when working on plugged in systems.

C. Be very careful handling the logic board or power supply while the computer is plugged in.

D. Remove rings, watches, necklaces, metal-rimmed eyewear and other metallic articles before working on the computer.


Explanation/Reference:Explanation:Rings, watches, necklaces or any metallic wearables should be removed because metal will disturb the inner circuitry and the static charge will transfer to thesensitive parts of the computer. Reference: http://mdex-nn.ru/uploads/imac12.pdf (page 3, electrical safety precautions

QUESTION 7You are inspecting a MacBook Pro as part of your troubleshooting process. You note that two of the screws on the bottom case are damaged. There is no record ofthe computer being repaired on a previous occasion. If the resolution to the issue requires that you replace a part, how does your discovery of the stripped screwsimpact that repair?

A. You need to thoroughly question the customer on previous repairs or attempted repairs by unauthorized service providers

B. Make sure to inspect internal components and connections carefully to make sure that components were not damaged by someone tampering with the computer

C. Complete the set of three modification tests as specified in GSX prior to opening the computer

D. Classify the repair as ineligible for service and explain to the customer that you will not be able to complete any repairs


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Explanation/Reference:Reference: http://tim.id.au/laptops/apple/imac/imac_27_mid10.pdf

QUESTION 8

Examine the image. You have a cable with a connector of this shape. What type of cable might this be? SELECT TWO.

A. Thunderbolt

B. Mini DisplayPort

C. USB 2.0

D. FireWire800

E. Mini DVI

Correct Answer: ABSection: (none)Explanation

Explanation/Reference:Reference: http://arstechnica.com/apple/2011/02/thunderbolt-smokes-usb-firewire-with-10gbps- throughput/

QUESTION 9Where can a technician find the serial number of an SSD that has been replaced on a MacBook Pro (Retina, 13-inch. Early 2013)?

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A. Lift the mylar cover on the SSD.

B. Peel back the thermal pad on the SSD

C. On the top case.

D. On the back of the SSD cable



QUESTION 10Remaining residue from Very High Bond (VHB) adhesive should only be removed with which of the following:

A. VHB solvent

B. Nail polish remover

C. Isopropyl alcohol wipes

D. VHB neutralizer

E. Liquid acid neutralizer

Correct Answer: BCSection: (none)Explanation


QUESTION 11Which of the following utilities helps to diagnose wireless network issues and is only available when running OS X v10.8.4 or later?

A. Network Utility

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B. Network Diagnostics

C. Wireless Diagnostics

D. Network Setup Assistant


Explanation/Reference:Reference: https://support.apple.com/en-ap/HT202663

QUESTION 12Which of the following measurements is an example of an appropriate use of a Multimeter when troubleshooting a Mac?

A. Measure logic board battery voltage.

B. Measure amount of ESD voltage in the area.

C. Measure digital signals on the main processor.

D. Measure amount of AC volts going to the hard drive or SSD.


Explanation/Reference:Reference: http://www.wikihow.com/Use-a-Multimeter

QUESTION 13What is the maximum amount of memory that is supported in a dual-processor Mac Pro (Mid 2012)?

A. 64 GB

B. 32GB

C. 16 GB

D. 8 GB



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Reference: https://support.apple.com/kb/SP652?locale=en_US

QUESTION 14Which THREE of the following items are appropriate to use for ESD prevention?

A. Metal work surface

B. Power supply discharge tool

C. Grounded work mat

D. Wrist strap and cord

E. Wireless wrist strap

F. Static-shielding bags

Correct Answer: CDFSection: (none)Explanation

Explanation/Reference:Reference: http://www.esdjournal.com/techpapr/ryne/esdbags.htm

QUESTION 15Examine the image.

Why is it important to remove the two depicted screws when replacing the hard drive in a MacBook Pro (15-inch, Mid 2012)?

A. You cannot remove the connector on the hard drive if you do not remove these screws.

B. You cannot remove the battery cable with these screws installed.

C. You will prevent strain on the hard drive flex cable by removing them.

D. You will damage the logic board if you do not remove these screws.

Correct Answer: A

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Section: (none)Explanation


QUESTION 16Before leaving your bench to take a logic board to a storage place, where should you place the logic board?


A. On top of an ESD shielding bag

B. Inside an ESD shielding bag

C. Inside a cardboard box

D. On a metal table

Correct Answer: BSection: (none)Explanation


QUESTION 17Identify the memory module technology used by the MacBook Air (11-inch, Mid 2013) and MacBook Air (13-inch, Mid 2013).

A. DDR3L

B. LPDDR3

C. DDRPC3

D. PLDDR3



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Reference: http://www.everymac.com/systems/apple/macbook-air/macbook-air-faq/differences- between-macbook-air-mid-2013-mid-2012.html

QUESTION 18If the glass panel on an iMac or Thunderbolt Display is broken and still attached to the rear housing, with what will you secure the broken display?

A. Glue

B. Very High Bond (VHB) adhesive

C. Packing tape

D. Thermal compound

E. Painters tape


Explanation/Reference:Reference: http://mdex-nn.ru/uploads/imac12.pdf (page 11)

QUESTION 19Linda states that the fans on her MacBook Pro are intermittently noisy. Which is the best component of AST to further isolate the issue?

A. TPT

B. IPT

C. CSD

D. VST



QUESTION 20Which of the following components should be removed when testing a Mac Pro (Mid 2012) in minimal configuration?

A. Power supply

B. Backplane board

C. Front panel board

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D. Power supply cable



QUESTION 21Which Mac Book Pro listed below can use USB 3 devices at full speed?

A. MacBook Pro (13-inch, Mid 2012)

B. MacBook Pro (13-inch, Late 2011)

C. MacBook Pro (15-inch, Late 2011)

D. MacBook Pro (17-inch, Late 2011)


Explanation/Reference:Reference: https://support.apple.com/en-us/HT201163

QUESTION 22Examine the image.

What is this service fixture used for when repairing an iMac (Late 2012)?

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A. It is used to protect the iMac housing from damage.

B. It is used to support the logic board when removed from the iMac.

C. It supports a VESA mount adapted iMac when it is being serviced.

D. It is required for the proper alignment of the iMac LCD panel to the rear housing.



QUESTION 23Which component for Apple Service Toolkit is designed to help troubleshoot issues with MagSafe and MagSafe 2 power adapters?

A. NAD

B. VST

C. TPT

D. CSD


Explanation/Reference:Explanation:Apple Service Toolkit includes:*AudioTest -- plays a series of tones through each speaker and listens for those same tones via the microphone.Diagnostic Gateway (DG) -- software that runs on a dedicated Intel-based Mac using Mac OS X Server 10.6/10.7 and serves up tools to triage computers viaNetBoot, recording test results as log files.Mac Resource Inspector (MRI) -- triage tool that provides a fast check of internal hardware components for all Intel- based computer systems. Notebook AdapterDiagnostic (NAD) -- triage tool that reports on the condition of Intel-based notebook power adapters.Cooling System Diagnostic (CSD) evaluates the thermal sensors, fans and heat sink in MacBook Pro (Early 2011) models and will either confirm correct operationor help diagnose a service issue.Gateway Manager -- software application used to remotely configure and manage the Diagnostic Gateway server as well as access logs created by diagnostic tools.Test Patterns Tool (TPT) identifies pixel anomalies in LCD panels in Apple Display, iMac, MacBook, MacBook Pro, and MacBook Air systems. Server Bit Setter(SBS) Repair tool used after replacing logic boards in late model Mac mini Servers or backplane boards in late model Mac Pro Servers. Video System Test (VST) -is used to test video issues in specific MacBook Pro models.Blank Board Serializer (BBS) Allows technicians to set the system serial number on replacement Main Logic Board (MLB) service parts. AST Keyboard (OS) -

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service tool for in-depth testing of keyboards. AST Trackpad (OS) service tool for in-depth testing of trackpads. Storage Diagnostic (OS) Repair tool for testingHDD or SSD modules. Image Persistence Test (EFI) triage tool for identifying image persistence anomalies on IPS displays

QUESTION 24To help define if an issue is in the Environmental problem space, which question can you ask your customer?

A. Do you have this issue on all Wi-Fi networks?

B. Could you show me how you use your Mac?

C. Did you add any memory to this Mac?

D. Have you updated your software?



QUESTION 25Which diagnostic component of AST should be used to test image persistence issues on internal IPS displays in Apple desktop and portable computers, usingconsistent testing parameters?


A. IPT

B. MRI

C. VST

D. EFI


Explanation/Reference:Explanation:Apple Service Toolkit includes:*

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AudioTest -- plays a series of tones through each speaker and listens for those same tones via the microphone.Diagnostic Gateway (DG) -- software that runs on a dedicated Intel-based Mac using Mac OS X Server 10.6/10.7 and serves up tools to triage computers viaNetBoot, recording test results as log files.Mac Resource Inspector (MRI) -- triage tool that provides a fast check of internal hardware components for all Intel- based computer systems. Notebook AdapterDiagnostic (NAD) -- triage tool that reports on the condition of Intel-based notebook power adapters.Cooling System Diagnostic (CSD) evaluates the thermal sensors, fans and heat sink in MacBook Pro (Early 2011) models and will either confirm correct operationor help diagnose a service issue.Gateway Manager -- software application used to remotely configure and manage the Diagnostic Gateway server as well as access logs created by diagnostic tools.Test Patterns Tool (TPT) identifies pixel anomalies in LCD panels in Apple Display, iMac, MacBook, MacBook Pro, and MacBook Air systems. Server Bit Setter(SBS) Repair tool used after replacing logic boards in late model Mac mini Servers or backplane boards in late model Mac Pro Servers. Video System Test (VST) -is used to test video issues in specific MacBook Pro models.Blank Board Serializer (BBS) Allows technicians to set the system serial number on replacement Main Logic Board (MLB) service parts. AST Keyboard (OS) -service tool for in-depth testing of keyboards. AST Trackpad (OS) service tool for in-depth testing of trackpads. Storage Diagnostic (OS) Repair tool for testingHDD or SSD modules. Image Persistence Test (EFI) triage tool for identifying image persistence anomalies on IPS displays

QUESTION 26To power on the system, which of the following can be used on the MacBook Pro (Retina, Mid 2012) and MacBook Pro (Retina, 15-inch, Early 2013 and Late 2013)logic boards?

A. Two switches that can be flipped

B. Two ports that be activated

C. Two pads that can be shorted

D. Two buttons that can be pressed



QUESTION 27Which of the following is a best practice when handling the embedded battery from MacBook Air models'?

A. Use the battery cable or connector to lift the battery.

B. Hold the battery carefully by its edges only with two hands.

C. Grasp the middle of the battery cells when removing it from the computer.

D. Re-cover any punctures or tears in the soft Mylar covering with Kapton tape

Correct Answer: A

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Section: (none)Explanation


QUESTION 28Which Mac mini listed below can use a USB 3devices at full speed?

A. Mac mini Server (Mid 2010)

B. Mac mini (Mid 2010)

C. Mac mini (Mid 2011)

D. Mac mini (Late 2012)



QUESTION 29Which of the following tools is used to hold the display steady when performing a repair on an iMac (Late 2012, Early 2013, Late 2013, Mid 2014)?

A. Service wedge

B. LCD Mount

C. LCD Clamp

D. Service stand



QUESTION 30Which two components inside an iMac are energized if the computer is plugged in, even when the computer is turned off? SELECT TWO.

A. Logic board

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B. Hard drive

C. Memory

D. Speakers

E. Power supply

F. LCD

Correct Answer: EFSection: (none)Explanation


QUESTION 31Which of the following software tools can detect malfunctioning thermal sensors on MacBook Air (Mid 2013) models? SELECT TWO

A. System Information

B. Apple Service Toolkit (AST)

C. Apple Service Diagnostics (ASD)

D. Thermal Sensor Diagnostics (TD)

E. Thermal Service Diagnostics (TSD)

Correct Answer: BCSection: (none)Explanation

Explanation/Reference:Reference: http://mdex-nn.ru/uploads/newmbp15.pdf (page 6, software tools)

QUESTION 32Which of the following Mac Pro (Late 2013) parts has a slot for flash storage?


A. Interposer

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B. Daughterboard

C. Graphics Board A

D. Graphics Board B


Explanation/Reference:Reference: https://support.apple.com/en-ap/HT202881

QUESTION 33Which of the following parts must be removed prior to replacing the left speaker of the MacBook Air (11-inch, Mid 2013)? SELECT THREE.

A. Right speaker

B. Bottom case

C. Battery

D. Logic board

E. I/O Flex cable

F. Display clamshell

G. Input device (IPD) flex cable

Correct Answer: BCGSection: (none)Explanation

Explanation/Reference:Reference: https://www.ifixit.com/Guide/MacBook+Air+13- Inch+Mid+2013+Left+Speaker+Replacement/15233

QUESTION 34If an issue is in the Hardware problem space, which of the following should be removed from the Apple product to further isolate the issue?

A. All third party equipment

B. Any third party applications

C. Any third party extensions

D. Any third party frameworks

Correct Answer: ASection: (none)

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Explanation


QUESTION 35How often should the ESD mat be cleaned?

A. Once a year

B. Once a week

C. Once a month

D. Every few years



QUESTION 36Which of the following tools is a quick system-level diagnostic test used to verify module presence and sensor readings?

A. Apple Service Diagnostic (ASD)

B. Notebook Adapter Diagnostic (NAD)

C. Mac Resource Inspector (MRI)

D. Cooling System Diagnostic (CSD)


Explanation/Reference:Reference: http://tim.id.au/laptops/apple/macbook/mbp15_mid2010.pdf (page 18)

QUESTION 37You are about to replace a MacBook Air (11-inch. Mid 2013) logic board. Which of the following is the most important step you should take immediately afterremoving the bottom case?

A. Remove the thermal module.

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B. Install the battery cover.

C. Remove the SSD carrier

D. Remove the battery.



QUESTION 38Which section of Apple Service Guide contains a diagram for symptoms related to logic board connectors?

A. Quick Checks

B. Block Diagram

C. Exploded View

D. Functional Overview


Explanation/Reference:Reference: http://tim.id.au/laptops/apple/macbook/mbp15_mid2010.pdf (functional overview)

QUESTION 39The iMac (Late 2012, Early 2013, and Late 2013) display panel is secured to the rear enclosure using adhesive strips. Which of the following tools should be used tocut these strips?

A. Nylon probe tool (black stick)

B. Display Removal Tool

C. Commercial-grade pizza cutter

D. Putty knife

E. Access card


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Explanation/Reference:Reference: http://tim.id.au/laptops/apple/imac/imac_27_mid10.pdf (page 226, see step 2)

QUESTION 40If the computer is experiencing any power issue, such as not starting up, not displaying video, sleep issues, or fan noise issues, which of the following would helpfurther isolate the issue?

A. Reinstall OS X

B. Reset the System Management Controller (SMC)

C. Reset NVRAM

D. Startup in Safe Mode


Explanation/Reference:Explanation:Resetting the SMC can resolve some computer issues such as not starting up, not displaying video, sleep issues, fan noise issues, and so forth. If your computerstill exhibits these types of issues after you've restarted the computer, try resetting the SMC.

QUESTION 41Which of the following is NOT a good step to take when working on-site on a computer'?

A. Place parts on the floor.

B. Use a grounded ESD mat

C. Wear a grounded ESD wrist strap.

D. Check the polarity of the grounded power outlet.



QUESTION 42How many simultaneous connections are supported on AirPort Extreme and Time Capsule?

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A. 254

B. 100

C. 50

D. 10



QUESTION 43What is the minimum version of OS X required required to use the AirPort Utility to configure an AirPort Extreme 802.1 lac?


A. OSXv10.7.5

B. OSXv10.7.2

C. OSXv10.6.8

D. OSXv10.8.4


Explanation/Reference:Reference: https://www.apple.com/airport-extreme/specs/ (system requirements)

QUESTION 44According to the Apple Troubleshooting theory, at what stage should you run a diagnostic?

A. After determining the issue is not hardware

B. After determining the issue is Education Opportunity

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C. After determining the issue is caused by the Environment

D. After determining the issue is with the device's Software or Hardware



QUESTION 45The Mac Pro (Late 2013) enclosure is made of the following polished material that must be handled with care to avoid scratching:

A. plastic

B. acrylic

C. titanium

D. aluminum



QUESTION 46What should be done to protect the Thunderbolt and USB 3 port during handling or shipment of the Mac Book Pro (Retina, 13-inch, Late 2012, Early 2013 and Late2013 logic board?

A. Install screws on logic board.

B. Immediately place logic board into ESD bag to protect ports.

C. Install port covers over the ports

D. Use Kapton tape cover the ports and the C-shaped EMI ground tabs



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QUESTION 47You require additional information about a specific problem with a customer's Mac. Which one of the following resources is the Apple-recommended choice forresearching the problem?

A. Apple Downloads

B. Apple Support articles

C. Third-party search engines

D. Apple Support Communities



QUESTION 48William states that the Ethernet ports do not function on his Mac Pro (Mid 2012) when plugged into the network at his office. He demonstrated that he knows how toconnect Ethernet cables and was able to connect to the Internet on your known-good Ethernet network. You ran MRI and and the computer passed all tests whenrun using either Ethernet port. What question should you ask the customer next?

A. Are any other computers able to connect to Ethernet at the office?

B. Have you installed all system software and firmware updates?

C. How did you damage your Ethernet cable at the office?

D. Did you change the default network settings?



QUESTION 49You are using a television attached to the HDMI port of a MacBook Pro (Retina, 15-inch Early 2013) but cannot see the menu bar. What section of the Display panein System Preferences would help with this issue?

A. Overscan/Underscan

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B. Color Profile

C. Detect Displays

D. Gather Windows


Explanation/Reference:Referehttps://support.apple.com/en-us/HT202763

QUESTION 50When replacing a MacBook Air (13-inch, Mid 2011) microphone, what other component must be replaced with the speaker included in the Mid 2011 microphone kit?

A. Left speaker

B. Right speaker

C. Thermal rubber gasket

D. Both left and right speaker



QUESTION 51How many soft cells does the battery in the Mac Book Pro (Retina Mid2012) or MacBook Pro (Retina, 15-inch, Early 2013 and Late 2013) have?

A. 5

B. 6

C. 7

D. 8


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Explanation/Reference:Reference: https://www.ifixit.com/Teardown/MacBook+Pro+15- Inch+Retina+Display+Mid+2012+Teardown/9462

QUESTION 52How do you reset the SMC of a MacBook Pro (Retina, 13-inch, Early 2013)?

A. Press the internal SMC reset button near the SSD slot.

B. Disconnect the main battery, then hold down the power button down for five seconds.

C. Shut down the MacBook Pro and unplug for fifteen seconds. Attach the power adapter and wait five seconds, then press the power button.

D. Plug in the MagSafe power adapter and shut down the computer. Using the system keyboard, press the Shift-Option-Control keys and the power button at thesame time



QUESTION 53What color indicates that the Liquid Contact Indicators inside a MacBook Pro (13-inch, Mid 2012, have been triggered?

A. Red

B. Blue

C. White

D. Yellow


Explanation/Reference:Explanation:The indicators trigger only with direct contact to a liquid. The indicators will not be triggered by temperature and humidity that is within the product's environmentalrequirements described by Apple. A triggered indicator will turn red or pink...indicating that the module(s) to which the indicator is attached has been exposed toliquid.

QUESTION 54What is the likely cause of an iMac (21.5-inch, Late 2013) producing a single error tone at startup that repeats every five seconds.

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A. The unit does not have RAM or RAM is not installed properly.

B. The logic board has failed and must be replaced.

C. The RAM does not pass data integrity tests.

D. The hard drive has failed S.M.A.R.T. status.


Explanation/Reference:Reference: https://support.apple.com/en-ca/HT202768

QUESTION 55Apple recommends a DIMM installation scheme for the Mac Pro (Late 2013) that:

A. Increases processing power

B. Enhances graphics processing

C. Optimizes system cooling

D. Enables use of special memory modules


Explanation/Reference:Explanation:Apple recommends that you use Apple-approved DIMMs. You shouldn't use DIMMs from older Mac Pro computers in your new Mac Pro. You can purchase Apple-branded memory online from the Apple Store or by visiting an Apple Retail store or Apple Authorized Reseller .Reference: https://support.apple.com/en-us/HT6054

QUESTION 56You must know the AppleCare name of an Intel iMac before performing which of the following actions?

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A. Starting up from OS X Recovery HD.

B. Running Mac Resource Inspector.

C. Replacing the logic board

D. Resetting the NVRAM.



QUESTION 57Which of the following could indicate accidental damage when inspecting the inside of a Mac mini (Late 2012) before a repair?

A. Light dust in the fans

B. Third-party RAM installed

C. Lint gathered near the rear vents

D. Oxidation or discoloration of the logic board



QUESTION 58Which of the following is a valid electrical safety precaution when working on a computer or display with exposed, potentially energized parts?

A. Use only metal screw drivers or fingers as needed to connect or disconnect cables.

B. Always wear an ESD wrist or heel strap when working on plugged in systems.

C. Be very careful handling the logic board or power supply while the computer is plugged in.

D. Remove rings, watches, necklaces, metal-rimmed eyewear and other metallic articles before working on the computer.


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Explanation/Reference:Explanation:Rings, watches, necklaces or any metallic wearables should be removed because metal will disturb the inner circuitry and the static charge will transfer to thesensitive parts of the computer. Reference: http://mdex-nn.ru/uploads/imac12.pdf (page 3, electrical safety precautions

QUESTION 59You are inspecting a MacBook Pro as part of your troubleshooting process. You note that two of the screws on the bottom case are damaged. There is no record ofthe computer being repaired on a previous occasion. If the resolution to the issue requires that you replace a part, how does your discovery of the stripped screwsimpact that repair?

A. You need to thoroughly question the customer on previous repairs or attempted repairs by unauthorized service providers

B. Make sure to inspect internal components and connections carefully to make sure that components were not damaged by someone tampering with the computer

C. Complete the set of three modification tests as specified in GSX prior to opening the computer

D. Classify the repair as ineligible for service and explain to the customer that you will not be able to complete any repairs




SVC-16A apple...Feb 14, 2017 · QUESTION 3 Apple recommends a DIMM installation scheme for the Mac...

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