Mac Service Questions + Answers
Posted: Sun Apr 03, 2022 4:41 pm
Question 1 ( Topic 1 )
Rhonda claims that her Mac cannot connect wirelessly to her AirPort Express network at home. Which of the following would be the BEST question to ask her
FIRST?
A. Have you tried connecting to a different Wi-Fi network?
B. Does your ISP support wireless access to the Internet?
C. Do you have a Thunderbolt to Ethernet adapter?
D. Have you updated your RAM?
Answer : A
Reference: https://support.apple.com/en-us/HT201621
Question 2 ( Topic 1 )
Power Nap operations on a MacBook Air (Mid 2012) will be suspended until the unit is connected to a power adapter when the charge is at what percentage or less?
A. 10 percent
B. 30 percent
C. 50 percent
D. 75 percent
Answer : B
Explanation:
When your battery has 30 percent or less charge, Power Nap operations will be suspended until you connect a power adapter. Power Nap communicates and transfers data for a only a few minutes per Power Nap cycle when running on battery. When connected to a power adapter, communications and data transfers are continuous.
Question 3 ( Topic 1 )
What 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
Answer : A
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 environmental requirements 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 to liquid.
Question 4 ( Topic 1 )
What 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.
Answer : A
Reference: https://support.apple.com/en-ca/HT202768
Question 5 ( Topic 1 )
Apple 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
Answer : D
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 6 ( Topic 1 )
You 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.
Answer : C
Reference: https://discussions.apple.com/thread/1516765
Question 7 ( Topic 1 )
Which 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
Answer : D
Question 8 ( Topic 1 )
Which 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.
Answer : D
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 the sensitive parts of the computer.
Reference: http://mdex-nn.ru/uploads/imac12.pdf (page 3, electrical safety precautions
Question 9 ( Topic 1 )
You 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 of the 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 screws impact 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
Answer : C
Reference: http://tim.id.au/laptops/apple/imac/imac_27_mid10.pdf
Question 10 ( Topic 1 )
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
Answer : AB
Reference: http://arstechnica.com/apple/2011/02/th ... hroughput/
Question 11 ( Topic 1 )
Where can a technician find the serial number of an SSD that has been replaced on a MacBook Pro (Retina, 13-inch. Early 2013)?
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
Answer : A
Question 12 ( Topic 1 )
Remaining 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
Answer : BC
Question 13 ( Topic 1 )
The top case assembly of the MacBook Pro (Retina, 13-inch, Late 2013) includes which of the following parts?
A. Battery, keyboard, microphone, trackpad, and BMU
B. Battery, keyboard, microphone, and trackpad
C. Battery, keyboard, trackpad, and BMU
D. Battery, keyboard, and microphone
Answer : B
Reference: https://www.ifixit.com/Guide/MacBook+Pr ... ment/27438
Question 14 ( Topic 1 )
Which of the following is a valid ESD safety precaution?
A. Always handle logic board by grasping the heat sinks.
B. Do not wear polyester clothing while working on ESD sensitive components
C. You should place ESD-sensitive circuits on top of metal work surfaces.
D. Keep ion generators away from circuit board or assembly containing ESD-sensitive circuits.
Answer : B
Reference: http://www.peachpit.com/articles/article.aspx?p=760956 (see ESD safety guidelines)
Question 15 ( Topic 1 )
Which of the following desktop Macs supports going into Safe Sleep after four hours of inactivity if the computer is using OS X v10.8.2 or newer?
A. iMac (Late 2011)
B. Mac Pro (Mid 2012)
C. Mac mini (Mid 2011)
D. Mac mini (Late 2012)
Answer : D
Reference: https://support.apple.com/en-us/HT201635
Question 16 ( Topic 1 )
After replacing a Mac Pro (Late 2013) graphics board or CPU riser card, which of the following utilities should be run?
A. Cooling System Diagnostic (CSD)
B. Cooling Diagnostic (CD)
C. Mac System Diagnostic (MSD)
D. System Diagnostic for Mac Pro (SDMP)
Answer : A
Question 17 ( Topic 1 )
What step is required before upgrading the RAM in a Mac Pro (Mid 2012)?
A. Remove the PCI-e fan.
B. Remove the processor tray.
C. Remove the hard drive carriers.
D. Remove the Optical Drive and Carrier.
Answer : B
Reference: https://support.apple.com/en-us/HT4433 (step 3: Install the memory)
Question 18 ( Topic 1 )
Which section of Apple Service Guide contains a detailed view of all service parts and their part numbers?
A. Part View
B. Exploded View
C. Service Parts Matrix
D. Parts General Information
Answer : D
Reference: http://tim.id.au/laptops/apple/macbook/mbp15_mid09.pdf
Question 19 ( Topic 1 )
Which 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
B. Network Diagnostics
C. Wireless Diagnostics
D. Network Setup Assistant
Answer : C
Reference: https://support.apple.com/en-ap/HT202663
Question 20 ( Topic 1 )
Which 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.
Answer : D
Reference: http://www.wikihow.com/Use-a-Multimeter
Question 21 ( Topic 1 )
What 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
Answer : D
Reference: https://support.apple.com/kb/SP652?locale=en_US
Question 22 ( Topic 1 )
Which 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
Answer : CDF
Reference: http://www.esdjournal.com/techpapr/ryne/esdbags.htm
Question 23 ( Topic 1 )
Examine 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.
Answer : A
Question 24 ( Topic 1 )
Before 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
Answer : B
Question 25 ( Topic 1 )
Identify 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
Answer : B
Reference: http://www.everymac.com/systems/apple/m ... -2012.html
Rhonda claims that her Mac cannot connect wirelessly to her AirPort Express network at home. Which of the following would be the BEST question to ask her
FIRST?
A. Have you tried connecting to a different Wi-Fi network?
B. Does your ISP support wireless access to the Internet?
C. Do you have a Thunderbolt to Ethernet adapter?
D. Have you updated your RAM?
Answer : A
Reference: https://support.apple.com/en-us/HT201621
Question 2 ( Topic 1 )
Power Nap operations on a MacBook Air (Mid 2012) will be suspended until the unit is connected to a power adapter when the charge is at what percentage or less?
A. 10 percent
B. 30 percent
C. 50 percent
D. 75 percent
Answer : B
Explanation:
When your battery has 30 percent or less charge, Power Nap operations will be suspended until you connect a power adapter. Power Nap communicates and transfers data for a only a few minutes per Power Nap cycle when running on battery. When connected to a power adapter, communications and data transfers are continuous.
Question 3 ( Topic 1 )
What 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
Answer : A
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 environmental requirements 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 to liquid.
Question 4 ( Topic 1 )
What 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.
Answer : A
Reference: https://support.apple.com/en-ca/HT202768
Question 5 ( Topic 1 )
Apple 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
Answer : D
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 6 ( Topic 1 )
You 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.
Answer : C
Reference: https://discussions.apple.com/thread/1516765
Question 7 ( Topic 1 )
Which 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
Answer : D
Question 8 ( Topic 1 )
Which 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.
Answer : D
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 the sensitive parts of the computer.
Reference: http://mdex-nn.ru/uploads/imac12.pdf (page 3, electrical safety precautions
Question 9 ( Topic 1 )
You 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 of the 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 screws impact 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
Answer : C
Reference: http://tim.id.au/laptops/apple/imac/imac_27_mid10.pdf
Question 10 ( Topic 1 )
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
Answer : AB
Reference: http://arstechnica.com/apple/2011/02/th ... hroughput/
Question 11 ( Topic 1 )
Where can a technician find the serial number of an SSD that has been replaced on a MacBook Pro (Retina, 13-inch. Early 2013)?
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
Answer : A
Question 12 ( Topic 1 )
Remaining 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
Answer : BC
Question 13 ( Topic 1 )
The top case assembly of the MacBook Pro (Retina, 13-inch, Late 2013) includes which of the following parts?
A. Battery, keyboard, microphone, trackpad, and BMU
B. Battery, keyboard, microphone, and trackpad
C. Battery, keyboard, trackpad, and BMU
D. Battery, keyboard, and microphone
Answer : B
Reference: https://www.ifixit.com/Guide/MacBook+Pr ... ment/27438
Question 14 ( Topic 1 )
Which of the following is a valid ESD safety precaution?
A. Always handle logic board by grasping the heat sinks.
B. Do not wear polyester clothing while working on ESD sensitive components
C. You should place ESD-sensitive circuits on top of metal work surfaces.
D. Keep ion generators away from circuit board or assembly containing ESD-sensitive circuits.
Answer : B
Reference: http://www.peachpit.com/articles/article.aspx?p=760956 (see ESD safety guidelines)
Question 15 ( Topic 1 )
Which of the following desktop Macs supports going into Safe Sleep after four hours of inactivity if the computer is using OS X v10.8.2 or newer?
A. iMac (Late 2011)
B. Mac Pro (Mid 2012)
C. Mac mini (Mid 2011)
D. Mac mini (Late 2012)
Answer : D
Reference: https://support.apple.com/en-us/HT201635
Question 16 ( Topic 1 )
After replacing a Mac Pro (Late 2013) graphics board or CPU riser card, which of the following utilities should be run?
A. Cooling System Diagnostic (CSD)
B. Cooling Diagnostic (CD)
C. Mac System Diagnostic (MSD)
D. System Diagnostic for Mac Pro (SDMP)
Answer : A
Question 17 ( Topic 1 )
What step is required before upgrading the RAM in a Mac Pro (Mid 2012)?
A. Remove the PCI-e fan.
B. Remove the processor tray.
C. Remove the hard drive carriers.
D. Remove the Optical Drive and Carrier.
Answer : B
Reference: https://support.apple.com/en-us/HT4433 (step 3: Install the memory)
Question 18 ( Topic 1 )
Which section of Apple Service Guide contains a detailed view of all service parts and their part numbers?
A. Part View
B. Exploded View
C. Service Parts Matrix
D. Parts General Information
Answer : D
Reference: http://tim.id.au/laptops/apple/macbook/mbp15_mid09.pdf
Question 19 ( Topic 1 )
Which 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
B. Network Diagnostics
C. Wireless Diagnostics
D. Network Setup Assistant
Answer : C
Reference: https://support.apple.com/en-ap/HT202663
Question 20 ( Topic 1 )
Which 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.
Answer : D
Reference: http://www.wikihow.com/Use-a-Multimeter
Question 21 ( Topic 1 )
What 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
Answer : D
Reference: https://support.apple.com/kb/SP652?locale=en_US
Question 22 ( Topic 1 )
Which 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
Answer : CDF
Reference: http://www.esdjournal.com/techpapr/ryne/esdbags.htm
Question 23 ( Topic 1 )
Examine 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.
Answer : A
Question 24 ( Topic 1 )
Before 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
Answer : B
Question 25 ( Topic 1 )
Identify 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
Answer : B
Reference: http://www.everymac.com/systems/apple/m ... -2012.html