APPLE CERTIFICATION EXAM 2024/2025 WITH 100% ACCURATE SOLUTIONS, Exams of Nursing

Download APPLE CERTIFICATION EXAM 2024/2025 WITH 100% ACCURATE SOLUTIONS and more Exams Nursing in PDF only on Docsity! APPLE CERTIFICATION EXAM 2024/2025 WITH 100% ACCURATE SOLUTIONS Quick Checks - Precise Answer ✔✔Quick checks are the first step to resolving issues. Each symptom chart has a quick check section to guide you through the process. What is GSX? - Precise Answer ✔✔Global Service Exchange. Basically the HQ, such as creating repairs, ordering service inventory, technical and operational procedures, researching repair history, etc. Which part of a Service Guide provides an image of all parts and their descriptions? - Precise Answer ✔✔Exploded View Which two of the following methods are recommended for locating the Service Guide for a particular product? (Two Answers) - Precise Answer ✔✔Search in GSX for "Whole Service Guide Catalog & Search in GSX using the product serial number What does each Service Guide contain? - Precise Answer ✔✔Table of Contents, provides links to individual sections of the Service Guide Which two of the following procedures are Quick Checks? (Give two Answers) - Precise Answer ✔✔Restarting the Mac or iOS product & Checking for software updates Are Deep Dive procedures normally performed before checking in the product? - Precise Answer ✔✔No, they are not Service Guide - Precise Answer ✔✔A unique step by step guide to help you fix a Apple Device What are the Basics in a Table of Contents of a Service Guide? - Precise Answer ✔✔Provides an overview of the product, serial number locations, and safety guidelines. The Basics sections will all be different depending on what device you are repairing What is in the Troubleshooting Section? - Precise Answer ✔✔Guide to determine warranty coverage (iOS and Mac) Micro-Inspection procedure to determine modifications (iOS) Common software troubleshooting procedures (iOS) General Troubleshooting, including troubleshooting theory (Mac) Quick Check Procedures, including resetting NVRAM and SMC (Mac) Recovering a Lost Firmware Password (Mac) Symptom Chart - Precise Answer ✔✔Isolate unlikely causes, Apply Quick Checks, Follow the Deep Dive flow charts Codes' section. Access all iPhone, iPad, & Apple Watch Service and VMI Guides in GSX.6 Serial Number Locations on the iPhone, iPad, & Apple Watches - Precise Answer ✔✔iPhone (In Settings>General>About) iPad (Same thing as an iPhone) Apple Watch (The bottom of the Apple watch where the optical heart sensor is or at the band spot) Key Points in iOS Fundamentals - Precise Answer ✔✔Some Phone call features on the iPhone behave differently on GSM and CDMA networks. FaceTime and Messages include lots of features and benefits. Study them to educate the customer and troubleshoot issues Wallet & Apple pay features are regional. Check to see where your customer wants to use these features Personal Hotspot requires a supported carrier plan You must be familiar with iOS settings to help educate the customer and troubleshoot issues Why is RASA important to communicating with talking about a problem with a customer? - Precise Answer ✔✔So they know they are being heard, understood, receive their information, and then summarize what they said so they know they were heard and understood Key Points of Asking Questions - Precise Answer ✔✔Position your question, ask permission to ask it and probe politely for the best information Use open questions to encourage customers to respond freely Use closed questions to gain specific information Use reflecting skills to check your understanding of the customer's responses What is a open probe question? - Precise Answer ✔✔It allows the person answering the question to freely answer and openly describe What is a closed probe question? - Precise Answer ✔✔It is usually a yes or no question that helps efficiently with the problem Key Points on Interpersonal Skills - Precise Answer ✔✔Before you even speak with your customer, you are already communicating nonverbally You can change the connotation (meaning) of a word or phrase depending on the tone or pitch of your voice You get only one chance to make a first impression using a Warm Welcome A Fond Farewell involves making sure that your customer's issue is resolved. Invite them to return for other services, and offer ownership opportunities when appropriate When providing customer service over the phone, be mindful of such things as pacing, not interrupting, recapping, and having a "smile" in your voice During cellular device activation, what happens after the wireless carrier authorizes the device for use on its own network? - Precise Answer ✔✔Apple sends an activation signal to iPhone Richard was in the middle of updating his iPhone 8 to iOS 11 when he realized he did not have time to complete the process before he needed to attend a meeting. What advise would you give Richard? - Precise Answer ✔✔You can press the Home button and restart the Setup Assistant when it is more convenient Yvonne asks about the advantages of using an unlocked iPhone. Which of the following would accurately explain unlocked devices? - Precise Answer ✔✔Unlocked devices can activate on any carrier's network After an iPhone connects to the Internet and sends the activation credentials to Apple, what happens next during cellular device activation? - Precise Answer ✔✔Apple verifies the device and checks that the SIM card is compatible with the activation policy that is assigned on the Activation Server What is the first step in helping a customer perform an authorized unlock of their iPhone? - Precise Answer ✔✔Contact the authorized wireless carrier Taylan's iPhone shows, "There is no SIM card installed." What might you do to resolve this alert? (Two Answers) - Precise Answer ✔✔Restart the iPhone & Replace the SIM card with a non-cut SIM card Deanne is using her iPad Pro, which is already running iOS 11, to setup her iPhone X. She turned on the iPhone X, placed it near her iPad Pro and entered her Apple ID, when prompted. What should she be waiting The troubleshooting process involves three principle stages - Precise Answer ✔✔Evaluate/Isolate/Resolve What are the four problem spaces? - Precise Answer ✔✔Software, Hardware, Environment, Educational Opportunity When you evaluate an issue, what are the three questions that guide the troubleshooting process? Name three. - Precise Answer ✔✔What does the customer tell you? What does the device tell you? What do Apple resources tell you? Ask probing questions. Run relevant diagnostics. Listen for any potential safety issues. Apply the quick checks that are recommended. Eliminate irrelevant possibilities until you are left with the most likely cause. What are some possible resolutions for a customer issue? - Precise Answer ✔✔Have the customer reproduce the issue. Determine if you are dealing with a device issue, or an issue not related to the device. Isolate the issue to the correct problem space; educational opportunity, environment, software, or hardware. Use non-invasive troubleshooting techniques before you move forward with more invasive methods. Key Points in Systematic Troubleshooting iOS - Precise Answer ✔✔Evaluate/Isolate/Resolve When evaluating an issue, ask: What Does the Customer Tell Me? What Does the Device Tell Me? What Do Apple Resources Tell Me? Isolate the issue to one of four problem spaces: Educational Opportunities/Environmental Factors/Software/Hardware Once you have evaluated and isolated the issue correctly, you should have a clear understanding of what the right resolution should be for your customer. What do clear case notes look like? - Precise Answer ✔✔Stick to the facts and be objective. If quoting the Customer, write, "Customer reports..." Use neutral terms when describing emotional elements. Write clear, declarative statements. List troubleshooting steps to reproduce the issue, using the Action/Result format. Find a balance between including complete details and making the entries easy to read. Avoid all but standard acronyms, emojis, abbreviations, and technical jargon. Document cosmetic condition using objective descriptions and measurements, while avoiding subjective terms such as, "good", "fine", "perfect condition," or "normal wear and tear." Set up the next technician for success. Be professional, avoid inappropriate language. Good notes tell a story with a beginning, middle, and an end. Good notes provide answers and make sense, they do not lead to more questions. Proofread your notes before saving, to avoid typos. These elements will keep your notes clear, concise and professional, and will result in service excellence. What are the characteristics of good notes? (Two Answers) - Precise Answer ✔✔Good notes help the next technician who services the device. Good notes accurately explain to the customer and fellow technicians, what the issue is. What is the purpose of taking notes to document customer interactions? - Precise Answer ✔✔Notes build a permanent and complete repair history for customers. Used for handling Apple products with broken glass - Precise Answer ✔✔Cut-Resistant Gloves Used for storing hot batteries to allow them to cool - Precise Answer ✔✔Fire Proof Safety Cabinet Should be worn whenever servicing Embedded Batteries - Precise Answer ✔✔Safety Glasses Used for handling hot batteries - Precise Answer ✔✔Heat Resistant Gloves Used for storing batteries that have leaked - Precise Answer ✔✔Ziploc Bags or other re-sealable bags Should be used to smother batteries during specific types of battery events - Precise Answer ✔✔Sand in a quick pour container What color torque drivers are there (4 drivers) - Precise Answer ✔✔Black, Blue, Green, and Gray What is a flex connector? - Precise Answer ✔✔Flex connectors are found on the cameras and displays as well as the batteries What are ESD safe bags for? - Precise Answer ✔✔To store service parts during a repair, it helps avoid unnecessary damage to parts What is a coax connector? (Co-axe) - Precise Answer ✔✔Coax Connectors are used to connect antena. What are the two connectors on an iPhone? - Precise Answer ✔✔Flex connectors and coax connectors Key Points in Repairing all iPhones - Precise Answer ✔✔Review Service Guide documentation and relevant take-apart videos before attempting a new procedure. Identify, and have available, the correct tools described in the Service Guide or video. Avoid using incorrect tools. Keep careful track of parts and screws were removed and/or replaced to avoid using the wrong screw or parts in the wrong place. Do not overtighten screws, most service guides call for "finger tight." If a procedure involves removing multiple parts, be sure to have sufficient static bags for part storage. Key Points in Servicing iPhone 5 and SE models - Precise Answer ✔✔Most Issues involving Touch ID can be resolved without needing a hardware repair All fingerprint information is encrypted and stored securely in the Secure Enclave; up to 5 fingerprints can be stored Remember to remove all fingerprint data prior to servicing iPhone 5s and iPhone SE Verify the iPhone passes all diagnostics and functional tests For repairs that require it, complete the display and component calibration process Servicing iPhone 6 models - Precise Answer ✔✔The original issue has been resolved No new issues have been introduced during the repair The iPhone passes required diagnostics The iPhone passes all functional tests For repairs that require it, complete the display and component calibration process Best ways to prepare the customer - Precise Answer ✔✔"I am not sure this can be repaired." "The fire damage is really extensive, this is not looking hopeful." "Generally, this much water damage is quite serious." "This system is eleven years old. It may have already had its best days." When would you ever have to refuse service to a customer? - Precise Answer ✔✔a device that has been modified by an unauthorized service provider using non-Apple parts a device with non-covered accidental damage a device with no serial number Key Points in Apple ID - Precise Answer ✔✔Apple IDs created for iTunes, iCloud and with new device setup can be used with all Apple services. Apple IDs can be set up without a payment method. You must sign in with an Apple ID to use some Apple services. It is recommended to use one Apple ID for all Apple services. It is supported to use one Apple ID for iCloud services and a separate one for iTunes. Use appleid.apple.com to manage your Apple ID. Use iforgot.apple.com to reset a forgotten password, unlock your account, or recover an Apple ID. Two-step and two-factor authentication are available to add an extra layer of security for your Apple ID. Key Points in Partnering With the Customer - Precise Answer ✔✔Cautious words and phrases help set accurate customer expectations. Empathy is key to customer satisfaction as it helps you align with the customer and helps avoid conflict with the customer. Acknowledge, align and assure to demonstrate empathy. Use apologies appropriately. The five-step anger conflict management method - Precise Answer ✔✔1. Stay calm. 2. Show genuine empathy. 3. Try to find a way to say "You're right." 4. Describe how the specific behavior is affecting you. 5. Propose an approach that refocuses the discussion. What types of information can be accessed using GSX? - Precise Answer ✔✔Internal versions of public articles Standard Operating Procedure (SOP) articles Visual and Mechanical Inspection (VMI) guides Service Guides Integrated Troubleshooting charts Service Videos Escalations Key Points in Resource Fundamentals - Precise Answer ✔✔The Apple Support site is a powerful customer-facing resource. Apple support articles are available to both technicians and customers and are a valuable resource when searching for troubleshooting and installation instructions. Global Service Exchange (GSX) is your key service resource. GSX contains confidential support articles and service information which only technicians are able to access. A customer would like to install additional memory in their iMac (Retina 5K, 27-inch, 2017) model. Which would be the best resource to show them the proper procedure? - Precise Answer ✔✔Apple Support - How to Articles Ernie's MacBook Air cannot connect to the Internet at home using his Airport Extreme. However, you have verified that both devices work just fine in the store. Which article will best help him troubleshoot his connection? - Precise Answer ✔✔HT202007 What types of information can be accessed using support.apple.com? (Give at least three answers) - Precise Answer ✔✔Downloads, Discussion forums, customer facing articles, etc. What is the business impact of using your resources to locate information? (Two answers) - Precise Answer ✔✔Following the latest service procedures will ensure an accurate diagnosis and Technicians do not need to rely solely on memory to resolve customer issues. What does ESD stand for? - Precise Answer ✔✔Electrostatic Discharge or static electricity Always where? - Precise Answer ✔✔ESD Wrist Strap ESD Precautions - Precise Answer ✔✔1. Handle All Components by Edges 2. Ground Yourself 3. Make Sure You are NOT Grounded When macOS Fundamentals - Precise Answer ✔✔There are different cursors in macOS based on what you are doing. Spotlight helps you quickly find things on your computer and shows suggestions from Internet resources. macOS has equivalent key commands for Windows key commands. Customization of the macOS is done via System Preferences. You can use Siri to open files, send messages, or find answers and information. Notification Center lets you view details about your day. There are multiple mouse and trackpad gestures that enable a wide array of macOS functions. Mission Control allows switching between applications or Spaces. In what ways can apps in macOS use notifications? (Three Answers) - Precise Answer ✔✔Badges, Alerts, Sounds Greg needs a quick way to access recently opened folders in macOS. Where in the Finder can he locate this option from the Menu Bar? - Precise Answer ✔✔Go Menu How can you access System Preferences in macOS? (Two Answers) - Precise Answer ✔✔Apple Menu, Dock When using Spotlight, what key can be pressed to show the location of a file on your Mac? - Precise Answer ✔✔Command What is the Mac equivalent to the Windows key? - Precise Answer ✔✔The Command Key How can you create an additional Space in Mission Control? - Precise Answer ✔✔Drag your cursor to the upper-right corner of the Mission Control screen and click the + sign What are two ways you can activate Siri in macOS? (Two Answers) - Precise Answer ✔✔Click on the Siri icon in the menu bar/Press and hold the Command key and space bar Key Points in Mail Basics - Precise Answer ✔✔Before you help customers set up email, make sure they have the necessary configuration information. Apple provides an online tool called Mail Settings Lookup that lists account information based on an email address lookup. IMAP (Internet Message Access Protocol) allows a customer to check email from multiple devices. POP does not. If your customer cannot send or receive his email in macOS, use Mail Connection Doctor to learn more about the issue. What are networks made of? - Precise Answer ✔✔Nodes, Links, & Protocols Node - Precise Answer ✔✔A Node is any computer or network- accessible mobile device. This includes Computers, iPads, iPod Touch, iPhones, Apple Tv, Game Consoles, and Printers. It also includes the network switches, gateways, and routers. Links - Precise Answer ✔✔Links connect the nodes and allow data transmission. Links may be a physical wire, like a coax cable, a phone line, an Ethernet cable, or a fiber optic cable. They can also be wireless signals like infrared, Wi-Fi, and Bluetooth. Language - Precise Answer ✔✔The languages that governs how devices on a network communicate with each other are the protocols like: TCP/IP, Bonjour, AFP, and DHCP. Key Points in Networking Fundamentals - Precise Answer ✔✔Network troubleshooting is a partnership between the customer, Apple, Internet Service Provider, IT department, and 3rd party hardware. Nodes are devices. Links are communication channels. Protocols are rules for devices using channels. IP addresses can be obtained manually or automatically. Bluetooth devices must be paired to Macs or iOS devices. Bluetooth Keyboard, Mouse, and Trackpad have corresponding System Preference panes. AirDrop enables the quick transfer of files between two Apple devices using Wi-Fi. AirPlay is a technology for streaming music, video, and other content wirelessly from Mac or iOS devices to an HDTV via Apple TV. which devices to allow to send and receive text messages from this iPhone, Singed into iCloud with the same Apple ID, Add a check to the "You can be reached by iMessage at" phone number and email, in iMessage settings. Your customer has a MacBook Pro (13-inch, Late 2011) running macOS Yosemite. He wants to set up Handoff on this system. What steps are necessary to do this? - Precise Answer ✔✔This model of Mac is not compatible with Handoff Key Points in Continuity - Precise Answer ✔✔Continuity Services require all devices be signed into iCloud with the same Apple ID, and have both Bluetooth and WiFi running. When troubleshooting Continuity issues, ensure that the devices you are checking comply with hardware and OS requirements. Handoff requires the setup of both the iOS device and the Mac. iMessage is encrypted but SMS/MMS is not. To answer cellular calls on Mac or iOS device, the customer's devices must be using the same Apple ID, signed into iCloud and FaceTime, have Wi-Fi enabled, and be connected to the same network via Wi-Fi or Ethernet. To use Instant Hotspot, a customer's device must have an activated carrier plan providing Personal Hotspot service. To use Auto Unlock, the Apple Watch needs to be quite close to the Mac it is attempting to unlock. iOS and Mac Diagnostic - Precise Answer ✔✔Apple Service Toolkit 2 (AST 2) Mac Diagnostics - Precise Answer ✔✔Apple Service Toolkit 1 (AST 1) Apple Service Diagnostic (ASD) Customer Mac Diagnostics - Precise Answer ✔✔Apple Diagnostics Apple Hardware Test (AHT) Apple Service Toolkit 2 - Precise Answer ✔✔Apple Service Toolkit 2 (AST 2) is a cloud-based diagnostic system to help technicians triage and verify repairs for iOS devices (iOS 8.1 or later), Apple TV (4th generation) and later (tvOS 9 or later), Apple Watch, HomePod, and Mac computers (Mid 2014 and later). Start an AST 2 diagnostic session by inputting the device serial number into the serial number field, and entering a customer-reported symptom, in the Diagnostic Console. Then follow onscreen instructions to start the diagnostic session on the customer's supported iOS or Mac device. Apple Hardware Test - Precise Answer ✔✔Apple Hardware Test (AHT) is the customer-facing utility that shipped with Mac computers introduced prior to June 2013. As of June 2013, Apple Diagnostics replaced Apple Hardware Test for new computers. Customers can use AHT to help determine which hardware component might be causing the issue. If it finds an error, AHT shows an error code which customers can provide to technicians for assistance. It is accessed by turning off the Mac, then turning it on while pressing and holding D on the keyboard. Apple Diagnostics - Precise Answer ✔✔Apple Diagnostics is a simple hardware diagnostic utility, built into Macs introduced June 2013 and later. Customers can use Apple Diagnostics to help determine which hardware component might be causing an issue. It also suggests solutions and provides a reference code which customers can provide to technicians for assistance. It is accessed by turning off the Mac, then turning it on while pressing and holding D on the keyboard. Apple Service Diagnostic - Precise Answer ✔✔Apple Service Diagnostic is a diagnostic utility that performs comprehensive testing of all major hardware components in a Mac computer, including logic board, memory, graphics functionality, and sensors. Due to the length of time required to run, ASD is suggested for extended troubleshooting, as well as comprehensive post-repair verification. There are two versions of ASD: ASD in AST, and standalone ASD. Click on each link below to learn more. Apple Service Toolkit 1 - Precise Answer ✔✔Apple Service Toolkit 1 (AST 1) is a suite of diagnostic tools that checks older Intel-based Mac hardware components and provides detailed diagnostic logs for review. AST 1 runs on a local server, managing multiple Ethernet clients via NetBoot. AST 1 is required to run diagnostics on MacBook Pro Mid 2014 and older Intel-based Macs. When do we run diagnostics on iOS devices? - Precise Answer ✔✔Run iOS diagnostics before and after performing a modular repair, before Run diagnostic tools for post-repair verification at Customer Pickup: For For iOS devices, run AST 2 - MRI for the customer to demonstrate that the device is functional for them For Macs, run AST 1 / AST 2 - MRI for the customer to demonstrate the repair's success Note: Avoid running repair verification suites, such as Full System Diagnostic or ASD, in front of the customer, as these suites may have long run times. Key Points in Specialized Tools - Precise Answer ✔✔Some diagnostic suites in AST 2 and AST 1 are used for specialized purposes, not for general troubleshooting. The repair procedure in the Service Guide will tell you when a specialized diagnostic suite needs to be run. This is another important reason why you should always follow the service guide when performing modular repairs. Read each statement carefully. Which of these is a correct statement about running diagnostics? - Precise Answer ✔✔Running diagnostics consistently leads to higher customer satisfaction. Certain repairs require that a specialized diagnostic tool be run afterward to ensure correct operation. What is the best way to know when a specialized diagnostic tool should be run? - Precise Answer ✔✔Follow the Service Guide procedure for that repair; it will tell you which tool to run, and when to run it. The customer would like to run hardware diagnostics at home on her MacBook (Retina, 12-inch, Early 2016). Which of the following is correct advice to give her? - Precise Answer ✔✔Restart the Mac while pressing and holding D on the keyboard to run Apple Diagnostics After running AST 2 - Battery Usage on your customer's iPhone 8, you receive a yellow result badge with the message, "An error occurred when attempting to run the test." How should you proceed? - Precise Answer ✔✔Attempt to run the test again Which of the following correctly describes the suggested use of the Rear Camera Calibration suite in AST 2? - Precise Answer ✔✔Inability to switch to the telephoto camera for optical zoom beyond 2x Which of the following diagnostics is an example of a presence check, as opposed to a functional test? - Precise Answer ✔✔Mac Resource Inspector (MRI) Which of the following diagnostics is an example of a functional test, as opposed to a presence check? - Precise Answer ✔✔Graphics and Display Wilhelm's MacBook Pro (Retina, 15-inch, Mid 2015) is taking a long time to start up and performs slower than expected. Which of the following diagnostics should you use to triage the issue? - Precise Answer ✔✔AST 2 - Storage Which of the following is an extended diagnostic tool that performs a comprehensive check on all hardware, including memory, logic board, and sensors, but does not load an operating system? - Precise Answer ✔✔Full System Diagnostic (EFI) You have completed a logic board replacement on a MacBook Pro (Retina, 15-inch, Mid 2014). Which is an appropriate diagnostic to perform a comprehensive functional test after the repair? - Precise Answer ✔✔Apple Service Diagnostic (OS) Customer states that their iMac (Retina 4K, 21.5-inch, 2017) has the following symptoms: intermittent issues starting up, sometimes becomes unresponsive, and suffers from frequent kernel panics. - Precise Answer ✔✔Memory suite in AST 2 In AST 2, what is the best way to find out the function and suggested use of a diagnostic suite? - Precise Answer ✔✔Tap the "i" to the right of the name of each diagnostic suite for a detailed description and suggested use Key Points in Diagnostics Fundamentals - Precise Answer ✔✔Running diagnostics consistently leads to more accurate and efficient identification of issues, and higher customer satisfaction. Interpret diagnostic results correctly, use your resources, and do not jump to conclusions. A yellow badge result does not necessarily indicate something wrong with the device -- re-run the test to be sure. Diagnostics that run in EFI (firmware) are fast, but not as thorough. They are useful for quick triage and checking presence of hardware components. MRI Health, Hardware, Software Check - Precise Answer ✔✔Run AST 2 - MRI Health Check to assist in isolating hardware issues. MRI Health Check is a quick triage tool that checks for the presence of hardware components and performs a series of short tests to verify hardware functionality on Apple TV 4K and Apple TV (4th generation) models. To run MRI Health Check, enroll the Apple TV serial number in the Diagnostic Console, then on the Apple TV go to Settings > General > About > Start Diagnostics with Apple. Which of these is not a feature of the Apple TV 4K? - Precise Answer ✔✔USB-C port for service and support Which tvOS feature allows you to keep the same appearance and apps for each Apple TV signed in to the same iCloud account? - Precise Answer ✔✔One Home Screen If you can reproduce the customer's Apple TV issue at your location, the issue is most likely rooted in which problem spaces of the troubleshooting pie chart? (Two Answers) - Precise Answer ✔✔Software/Hardware An Apple TV that does not power on is almost certainly what type of issue? - Precise Answer ✔✔Hardware issue You are troubleshooting an Apple TV 4K that is stuck in a boot loop, and never gets to its Home screen. However, since it has no USB-C port, you cannot connect it to iTunes on a Mac to attempt a Restore. How can you continue to troubleshoot? - Precise Answer ✔✔If an Apple TV 4K reboots three times, a Recovery Mode screen will provide the option to Reset All Settings. If an Apple TV app becomes unresponsive, how can you force the app to close using the remote? - Precise Answer ✔✔Double-press the Home button to get a preview of running apps, then swipe up on the Touch surface. Which statement accurately describes the effects of a Reset All Settings? - Precise Answer ✔✔This will erase all settings, including accounts and configuration. Which of the following does Apple recommend as an HDMI cable compatible with 4K video, HDR10 and Dolby Vision output? (Two Answers) - Precise Answer ✔✔HDMI cables that have the Compatible Dolby Vision mark/The Belkin Ultra High Speed HDMI Cable Customer is concerned that their Apple TV 4K might be overheating. Which would be a valid technique to address their concern? - Precise Answer ✔✔Run AST 2 - MRI Health Check on the Apple TV 4K and see if the Sensors test has logged any temperature warnings. Customer suspects that the internal cooling fan in their Apple TV 4K is not working, because they cannot hear it running. How should you properly address their concern? - Precise Answer ✔✔Run AST 2 - MRI Health Check on the Apple TV 4K to see if the fan is detected by the Fan Presence Test. Key Points in Apple TV & TvOS - Precise Answer ✔✔Because Apple TV 4K does not have a USB-C port, restore using iTunes is only available with Apple TV (4th generation). If an Apple TV running the latest tvOS reboots three times, a Recovery Mode screen will provide the option to Reset All Settings. If an Apple TV is having issues, attempt less invasive software fixes first, before considering a whole-unit hardware replacement. 4K video, especially HDR 10 and Dolby Vision, requires a compatible HDMI cable. Apple recommends HDMI cables that have the Compatible Dolby Vision mark. An example is the Belkin Ultra High Speed HDMI Cable. AST 2 - MRI Health Check tests the following Apple TV components: Bluetooth, Wi-Fi, Sensors and the internal cooling fan on Apple TV 4K. Key Points in HomeKit - Precise Answer ✔✔Partner with your customer when evaluating a Home app related issue Use your resources to troubleshoot Home app and HomeKit related issues Set proper expectations with customers regarding scope of support for HomeKit Key Points 1 in Apple Pay - Precise Answer ✔✔Starting with iOS 10, watchOS 3, and macOS Sierra, some websites support Apple Pay purchases within Safari. When a customer visits a site that supports Apple Pay in Safari, a corresponding button appears at checkout. When Apple Pay is selected, a window will appear asking the customer to verify purchase details and confirm the payment. - Precise Answer ✔✔You can replace her iPhone screen for a small charge Your customer has just purchased a 13-inch MacBook Air and wants to know how many years of hardware repair coverage he will get with AppleCare +. How many years of coverage will he get? - Precise Answer ✔✔Three years total Nadia just purchased an iPad with AppleCare +. How many years of phone support is included? - Precise Answer ✔✔Two years total The three types of warranty classification - Precise Answer ✔✔Eligible for warranty service (In Warranty) Eligible for out of warranty service (Out of Warranty) Ineligible for Service Visual/Mechanical Inspection Guide (VMI) The Visual/Mechanical Inspection guide (VMI) is a document that helps technicians determine whether a user's described issue with a device was caused by: - Precise Answer ✔✔A defect in materials and workmanship Accidental damage Intentional tampering Which statement is true? Apple provides a two (2) year limited warranty for Apple-branded Mac hardware and 180 days of complimentary telephone support. Apple provides a one (1) year limited warranty for Apple-branded hardware and 90 days of complimentary telephone support. Apple provides an APP program to extend warranty coverage to one full year. Apple provides a three (3) year limited warranty for Apple-branded hardware and an extra 90 days of complimentary telephone support with APP. - Precise Answer ✔✔Apple provides a one (1) year limited warranty for Apple-branded hardware and 90 days of complimentary telephone support. Select the correct response: If a device is out of warranty, a repair quote is given and can include diagnosis, software installation, parts, and labor. If a device is out of warranty, a repair quote is given and can include restarts, re-installations, parts, and labor. If a device is out of warranty a repair quote is given and can include hardware updates, software installation and labor. If a device is out of warranty a repair quote is given and can include repair, replacement or restore. - Precise Answer ✔✔If a device is out of warranty, a repair quote is given and can include diagnosis, software installation, parts, and labor. How do you look up the warranty coverage of a device using the serial number? - Precise Answer ✔✔Enter the serial number in the box provided at http://checkcoverage.apple.com From the list below, choose the viable resources used to verify the serial number of an iPhone (Three Answers) - Precise Answer ✔✔Serial Number Reader/Connect iPhone to a computer, launch iTunes, locate the device and click Summary tab/Diagnostics such as AST 2 During a Visual and Mechanical Inspection of an iPhone 7, you notice that the security screws are damaged. What is the warranty status of this device? - Precise Answer ✔✔Ineligible for Service A customer brings you an iPhone with a triggered LCI and no clear signs of liquid contact. What two questions must you ask the customer? (Two Answers) - Precise Answer ✔✔Did the device come in contact with liquid? Did the failure occur at the same time or soon afterwards? Key Points in Determining Warranty Coverage - Precise Answer ✔✔A technician must use AST 2, iTunes, or Serial Number Reader to obtain a serial number to begin service on an iPhone. You should always use the latest version of the Visual Mechanical Inspection (VMI) documentation available from GSX.It is updated frequently. Reassemble with new display adhesive. If after these steps there are still bright spots, replace the device. Important When you perform iPhone repairs, remember to follow these necessary repair tasks - Precise Answer ✔✔Always practice ESD precautions. If you would like to review common ESD procedures and protocols, review the ESD Precautions course. Always use the latest Service Guide and perform all proper troubleshooting before beginning a repair. Before servicing an iPhone, ensure your customer has disabled Find My iPhone in Settings. Refer to the iPhone Visual/Mechanical Inspection (VMI) Guide to determine if the device has any accidental damage. Check for Liquid Contact Indicator (LCI) activation externally in the SIM tray slot before opening the iPhone. Check the repair history to see if modifications were discovered in the past. Always run the relevant diagnostics regardless of damage. For products that will not power on, are not recognized by iTunes, or are stuck on the Connect to iTunes logo, use the Integrated Current Checker and Serial Number Reader. Always follow quality repair best practices before, during, and after repair. To review those best practices refer to the Repairing All iPhones course. Be sure your customer's iPhone passes all relevant diagnostics and funtional tests post-repair. Important After you complete a repair, ensure these guidelines have been met - Precise Answer ✔✔The original customer issue has been resolved. No new issues have been introduced during the repair. Verify the customer's cellular account is working. The iPhone passes required diagnostics. The iPhone passes all functional tests. For repairs that require it, the display and component calibration complete successfully. The iPhone is cleaned. Defective parts are packaged properly and sent back to Apple. Mike's Home Screen has become unresponsive, and he wants to perform a hard reset. He explains that nothing happens when he tries to hard reset his iPhone 7. He believes that the hardware is faulty and his phone needs to be repaired. What is the best question to ask Mike to verify that he is holding down the correct buttons? Have you let the phone battery completely drain and then tried plugging it in after? Can you show me how you are trying to reset the phone? Did you check for a software update before the phone froze? What happens when you plug your iPhone into the computer? - Precise Answer ✔✔Can you show me how you are trying to reset the phone? You are helping a customer named Adam, and he is back with the same issue. When he watches a video in landscape mode, the sound plays only out of one side. The previous technician tested and verified the issue using a video Adam had on his phone. The repair notes state that the iPhone failed the audio test, so Adam's phone was replaced. Adam asks for another phone. Based on all this information, what should you check first? On a scale from 1 to 10, how angry is Adam? Erase all content and settings first. If the issue does not persist then it is clearly a user issue, and Adam should not restore from his backup. Check the Audio Balance between the left and right channels in the Accessibility Settings. Check iCloud for an older backup and try to restore the phone using that backup first. - Precise Answer ✔✔Avoid trapping the antenna coax cable underneath the speaker during installation. What are the correct steps to force restart an iPhone 8? - Precise Answer ✔✔Press and quickly release the Volume Up button, press and quickly release Volume Down button, then press Side button until the phone restarts. What is the best practice to perform when troubleshooting wireless charging issues? - Precise Answer ✔✔Research any previous repair notes Key Points in Servicing iPhone 8 & 8 Plus - Precise Answer ✔✔There are new button combinations for Shut Down, Force Restart, Recovery Mode. Use MRI in AST 2, known good wireless charger, and known good cables for wireless charging troubleshooting. Replaceable components by technicians for iPhone 8 and iPhone 8 Plus are different. The Wi-Fi antenna is small and fragile. If it is damaged during repair, it is handled differently on iPhone 8 and iPhone 8 Plus. How do you interpret the Rear Camera Calibration results? - Precise Answer ✔✔Green/Pass = Successful calibration Yellow/Warning = Unable to communicate with the rear camera. Follow troubleshooting for iOS Mechanical > Camera Issues. Red/Fail = The Diagnostic Console will provide additional information and next steps to isolate the issue. The reasons for calibration failure include: Excessive motion detected during calibration Magnetic source detected near the device during calibration Compass needs calibration Device is not within the normal operating temperature You are preparing to do a Camera replacement on an iPhone X. After removing the Display Assembly what other component must be removed prior to removing the Camera? - Precise Answer ✔✔Grounding flex You are about to repair a Camera on an iPhone X. Which of the following statements is true? - Precise Answer ✔✔Avoid touching the TrueDepth Cameras and components near the cameras You are helping Carol who states that her iPhone X camera is unable to zoom in beyond 2x magnification. You are unable to reproduce the issue. What should you do next? - Precise Answer ✔✔Run Rear Camera Calibration in AST 2 Which of the following statements is true about DFU mode? - Precise Answer ✔✔Restore and Recovery Mode takes less time to accomplish the same function. You are replacing the speaker on iPhone X for a low volume issue. During the disassembly process you accidentally damage the lower cowling. What is the best next step to resolve the issue? - Precise Answer ✔✔Replace the lower cowling You are repairing an iPhone X Camera. Which of the following should you run post repair? (Two Answers) - Precise Answer ✔✔Perform a Functional Test Run the AST 2 Camera Image Quality suite Which answers best describes the purpose of AST 2 Camera Image Quality Suite? - Precise Answer ✔✔It Calibrate the rear camera and evaluate camera image quality after repair. Key Points in Servicing iPhone X - Precise Answer ✔✔The iPhone X Repair Tray can be identified with a (+) symbol. iPhone X uses the same display press and battery fixture as iPhone 8 and 8 Plus. The Speaker must be replaced any time the Battery and/or Taptic Engine are removed or replaced. Remove the protective battery cover after using the iPhone Battery Fixture. Avoid touching the TrueDepth camera during repairs. Best Practices for AirPort Networks - Precise Answer ✔✔Place the base station in an open area where there are few obstructions, such as large pieces of furniture or walls. Place it away from metallic surfaces. Avoid placing the base station behind furniture or inside cabinets. Do not lay the base station on its side. Wi-Fi router does not support WPA/WPA2 Mode, WPA Personal (TKIP) mode is the next best choice. Security: MAC address authentication or filtering - Precise Answer ✔✔MAC address authentication or filtering restricts access to a Wi-Fi router by only allowing access to devices with specific MAC (Media Access Control) addresses. MAC addresses are also known as Wi-Fi addresses. Each device has a unique address such as 98:01:a7:8d:b4:fd. You can locate this address using System Profiler in macOS, and Settings > General > About in iOS. When enabled, this feature allows a user to configure a list of MAC addresses who will have access to the Wi-Fi router. Devices with MAC addresses not in the list will fail to associate to the Wi-Fi network. 2.4 GHz Radio Mode - Precise Answer ✔✔This setting controls which versions of the 802.11 b/g/n standard the network uses for wireless communication on the 2.4 GHz band. 5 GHz Radio Mode - Precise Answer ✔✔Using 5 GHz can help avoid interference which may be found on the 2.4 GHz radio mode. There are likely fewer nearby networks which are using 5 GHz frequency since it is newer than 2.4 GHz. Only 802.11n and 802.11ac Apple base stations have the capability of using the 5 GHz radio mode. Protocols: Dynamic Host Configuration Protocol (DHCP) - Precise Answer ✔✔Dynamic Host Configuration Protocol (DHCP) assigns addresses that identify devices on the network. Once assigned, devices use these addresses to communicate with each other and with computers on the Internet. The functionality of a DHCP server can be thought of as similar to a phone company handing out phone numbers, which customers then use to call other people. There should be only one DHCP server on the network. This DHCP server may be built into the DSL or cable modem, a standalone router, or integrated with the Wi-Fi router. In any case, only one device should act as a DHCP server on the network. If more than one device has DHCP enabled, customers will likely see address conflicts and will have issues accessing the Internet or other resources on the network. Protocols: Network address translation (NAT) - Precise Answer ✔✔Network address translation (NAT) translates between addresses on the Internet and those on a local network. The functionality of a NAT provider is like that of a worker in an office mailroom who takes a business address and an employee name on incoming letters and replaces them with the destination office number in a building. This allows people outside the business to send information to a specific person in the building. Generally, NAT should only be enabled on the device acting as a router for the network. This is usually either the DSL or cable modem or a standalone router, which may also act as the Wi-Fi router. If NAT is enabled on more than one device—"double NAT"—customers will likely have trouble accessing certain Internet services, such as games, Voice Over IP (VoIP), and Virtual Private Network (VPN), and communicating across the different levels of NAT on the local network. What protocol enables devices to automatically request an IP address after joining a network? - Precise Answer ✔✔DHCP Jeff is having issues with his AirPort wireless network at home. He is unable to get online with his MacBook Pro. After further probing, you learn the base station LED is flashing amber. What does this mean? - Precise Answer ✔✔AirPort Time Capsule or AirPort Extreme is not set up or cannot establish a connection to the network or the Internet. Use AirPort Utility to find out the cause. What non-invasive procedures can you provide Jeff so he can take the next steps to resolve a flashing amber LED issue? (Two Answers) - Precise Answer ✔✔Reseat the cables Restart the base station Sharon notes a red notification badge on AirPort Utility running on her iPad. She opens AirPort Utility and sees that two of her AirPort bases stations have a red badge with the number "1" next to the name. - Precise Answer ✔✔Secondary (AirPort Express called Office) Justin is concerned that a neighbor is using his internet and joined to his AirPort. He is currently using a password to join the network but feels the neighbor may know the password. What additional security features could Justin enable to further protect his network? (Three Answers) - Precise Answer ✔✔Use MAC Address Filtering Created a hidden network Change the current WPA/2 password