Apple svc-19a practice test

Apple Service Fundamentals Exam Exam


Question 1

Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow
charging of the battery and says the only way she can get a full charge is to leave the iPad alone for
more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power
adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed
she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her
iPhone has no issue charging with this power adapter and cable.
Based on the information Debra provided, which of the following resources can you share with her
that explains the cause of the issue?

  • A. GSX Troubleshooting articles
  • B. Apple VMI Guide
  • C. Apple Support articles
  • D. Apple Service Guide
Answer:

D

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Question 2

Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow
charging of the battery and says the only way she can get a full charge is to leave the iPad alone for
more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power
adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed
she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her
iPhone has no issue charging with this power adapter and cable.
Based on the information Debra provided, in which problem space does this issue fit?

  • A. Educational opportunity
  • B. User Data
  • C. Environmental
  • D. Software
Answer:

D

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Question 3

Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow
charging of the battery and says the only way she can get a full charge is to leave the iPad alone for
more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power
adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed
she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her
iPhone has no issue charging with this power adapter and cable.
Based on the information Debra gave you and what you have observed, what is a logical question to
ask next?

  • A. Did you try to plug in the power adapter to a different wall socket in your home?
  • B. Do you have the same issue when charging with the power adapter that came with your iPad Pro?
  • C. Have you tried charging with a different USB to Lightning cable?
  • D. Are you aware of any other ways you can charge an iPad Pro, like using a computer?
Answer:

C

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Question 4

Wendell explains that his iPhone X is dropping calls. Which of the following is an open question that
would best help you further evaluate the issue with Wendell?

  • A. How is the rest of your experience with the iPhone, aside from the dropped calls?
  • B. Do you find that you are driving in a car when these dropped calls occur?
  • C. Are you in an elevator or a parking garage when the iPhone drops the calls?
  • D. Could you please tell me about the situations when your iPhone drops calls?
Answer:

D

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Question 5

From the following, select the best description of cosmetic condition that would be included in good
case notes.

  • A. Case is dented like it was dropped
  • B. Badly dinged in addition to crack
  • C. Significant dent in lower right corner suggests impact
  • D. Big ding; probably dropped or thrown
Answer:

C

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Question 6

You are in the process of isolating a customer issue and have ruled out an environmental or
educational cause. You suspect the issue is with the device.
If the issue is with the device software, which of the following are possible causes? (Choose three.)

  • A. Sleep/Wake button
  • B. Faulty video board
  • C. Third-party software
  • D. User-installed data such as images or documents
  • E. The operating system
  • F. Damaged display
  • G. User installed parts
Answer:

C,D,E

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Question 7

Leigh states that her MacBook Pro (Retina, 15-inch, Mid 2015) does not recognize the SD card she
brought with her. You have her reproduce the issue and discover that she is properly inserting the
card. However, it is not recognized by Photos or Image Capture. What question should you ask next
to isolate the issue to hardware?

  • A. What kind of files or images are on the SD card?
  • B. Are you running the latest version of Photos?
  • C. Have you tried resetting your SMC and NVRAM?
  • D. Have you had this issue with all SD cards or just this one?
Answer:

D

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Question 8

In the systematic troubleshooting approach, which of the following statements is true about isolating
an issue?

  • A. Asking the customer to reproduce an issue can help determine if the issue is with the device.
  • B. If an issue cannot be reproduced, it is likely a hardware issue.
  • C. Replacing an internal component will determine if the issue is related to environment.
  • D. Basing a conclusion on past experience with similar issues is a proven troubleshooting method.
Answer:

A

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Question 9

Please refer to the following information to answer the questions on the right.
Rachel is starting a repair on a three-year-old MacBook Pro.
After opening the device, she takes some time to visually inspect the top case assembly with battery.
After gaining agreement with the customer about repair time and cost, Rachel begins the
replacement of the top case assembly with battery. If during the repair the battery cells begin to
actively swell, how should Rachel respond?

  • A. Pour sand over the battery immediately.
  • B. Leave the room for fifteen minutes.
  • C. Carefully continue the repair while monitoring the battery.
  • D. Find a fire extinguisher and keep it nearby.
Answer:

A

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Question 10

Please refer to the following information to answer the questions on the right.
Rachel is starting a repair on a three-year-old MacBook Pro.
After opening the device, she takes some time to visually inspect the top case assembly with battery.
Rachel notes that the battery cell on the MacBook Pro has expanded.
Given the age of the MacBook Pro, she believes the battery has few charge cycles left.
What are two safety precautions that Rachel should take when the battery has an expanded
enclosure? (Choose two.)

  • A. The expanded battery should be separated from the top case and placed in the fire-proof safety cabinet for a minimum of two hours.
  • B. Rachel should ensure that she is wearing cut-resistant gloves.
  • C. Rachel should be careful not to puncture, crush, or attempt to flatten the expanded battery cell or enclosure.
  • D. If the cell appears to be suddenly and actively swelling in real time, Rachel should respond as if the battery is experiencing a thermal runaway event.
  • E. The battery presents a safety concern because of the hazardous gas trapped inside the expanded enclosure.
Answer:

C,E

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