Ensurepass

QUESTION 11

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

 

A. True

B. False

 

Answer: B 

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

 

 

QUESTION 12

How 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.

 

Answer: A,B 

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

 

 

QUESTION 13

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

 

A. True

B. False

 

Answer: A 

Best Practices

The battery contains several soft battery cells. Do not press on the battery cells with your fingers,

and do nothandle the battery pack in any way that might apply any physical pressure to these

cells. Do not drop a loosebattery. If the battery is dropped, replace the battery.

 

 

QUESTION 14

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

 

A. Downloads

B. Discussions

C. Service News

D. User’s manual

 

Answer: D 

 

 

QUESTION 15

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

 

A. the EMC number

B. the serial number

C. the MAC address

D. the model number

 

Answer: B 

If you can find the serial number, you can identify which model you have.

 

 

QUESTION 16

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

 

A. Yes

B. No

 

Answer: B 

 

 

QUESTION 17

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

 

A. MRI

B. GSX

C. Console

D. Terminal

E. System Profiler

F. Apple Name Tool

G. Apple Hardware Test

 

Answer: B,E 

Finding a Name

Let’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,

in addition tothe Mac Pro models.

Which model is it?

The All-Important Serial Number

If 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 – GSX

If 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 18

A customer brings his MacBook Pro (17-inch Mid-2010) in for servicing. It is not functioning correctly and you suspect the machine has been damaged by the customer. As you inspect for accidental damage, you should open the lid and confirm that the hinges are working smoothly and inspect the LCD for scratches on the 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 inside

B. Look for cracks, dents or scratches on the exterior of the system

C. Connect the system to external speakers to check for sound output

D. Check for any unusual odors coming from the system, which might indicate spill damage

E. Ask the customer to describe in detail how he abused his computer to the point that it no longer functions

 

Answer: B,D 

External Damage The key to recognizing external damage is to take the time to carefully inspect the computer. Here is a brief listof 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 exterior of the computer? Be sure

to look at allsurfaces 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 theback 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 19

After identifying some accidental damage and pointing it out to the customer, the customer says “Apple’s warranty 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.

 

Answer: D 

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 20

What 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.

 

Answer: A 

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.

 

 

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