Skill Assessment Guide for Apple Macintosh Service Certification Exam The Apple Macintosh Service Certification Exam is a computer-based test which will be offered at Authorized Prometric Testing Centers beginning in October, 1996. The exam lasts 75 minutes and is composed of multiple-choice and true-false items that cover the objectives listed in this Skill Assessment Guide. Sample Questions Here are a few sample items (the answers are at the end of this guide): 1. A Power Macintosh 7200 intermittently crashes and hangs. You run MTP Emergency and all tests pass. What should you try next? A. Verify that DIMMs are non-composite. B. Perform a clean install of System software. C. Replace the logic board, retain customer's DIMMs. D. Restart the computer with extensions disabled. 2. While adjusting a live CRT, what should you do to reduce the risk of electrical current passing through your heart? A. Keep one hand in your pocket or behind your back. B. Avoid touching the neck of the CRT. C. Wear a grounding strap or heelstrap on a grounded workbench. D. Attach the grounding strap clip to the your wristband. 3. What must you do before changing the fuse in a Performa 200? A. Remove the logic board. B. Remove the power/sweep board. C. Discharge the CRT. D. Disconnect the internal hard drive. Exam Content Areas To prepare for the Apple Macintosh Service Certification Exam, read through the exam objectives below and determine whether you can meet each objective or whether there are areas you need to study prior to taking the exam. Note that you will have access to Service Source CD, Apple Service Guides and MacTest Pro User Guide for Power PC during the test. However, over-reliance on these resources will inhibit your ability to finish the exam within the allotted time. You will not have time to look up every answer. 1. Finding information in Service Source. During the exam, you will be expected to: ¥ Find memory configuration specifications in Service Source ¥ Locate upgrade information in Service Source ¥ Locate general and specific troubleshooting information in Service Source ¥ Locate specific part number information in Service Source ¥ Locate safety information in Service Source ¥ Find repair extension codes in Service Source ¥ Find CompTIA repair codes in Service Source 2. Finding information in Apple Service Guides. During the exam, you will be expected to: ¥ Locate Symptom/cure information in Apple Service Guides ¥ Locate compatibility information in Apple Service Guides ¥ Locate diagnostic information in Apple Service Guides ¥ Locate upgrade information in Apple Service Guides ¥ Locate troubleshooting tips in Apple Service Guides ¥ Locate error codes in Apple Service Guides 3. Using MacTest Pro. During the exam, you will be expected to: ¥ Identify the features and functions of MacTest Pro and MTP Emergency applications, and indicate how to use the applications and their features ¥ Identify the features and functions of individual MacTest Pro and MTP Emergency tests, and indicate how to use them. ¥ Given a problem description, indicate how to use MacTest Pro or MTP Emergency to help resolve the problem. ¥ Identify actions to take based on MacTest Pro and MTP Emergency test results. 4. CRT Discharge and Adjustment, and CRT Safety Rules and Procedures. During the exam, you will be expected to: ¥ From a picture, identify hazardous areas on CRTs ¥ Identify Apple-recommended safety rules for discharging a CRT ¥ Identify Apple-recommended safety rules for adjusting a live CRT ¥ Identify Apple-recommended procedures for discharging a CRT (in Compact Macs and in stand-alone monitors) ¥ Identify Apple-recommended procedures for adjusting a live CRT ¥ Identify proper hardware and software tools for CRT adjustment (including test patterns, overlays, adjustment tools, etc.) ¥ Identify proper steps to correct CRT adjustment defects 5. Macintosh computers, identifying parts and their functions. During the exam, you will be expected to: ¥ From pictures, identify major modules (logic board, power supply, etc.) common to most Macintosh computers ¥ Identify functions of major modules (logic board, power supply, etc.) common to most Macintosh computers ¥ From pictures, identify modules and components used in Macintosh AV and Power Macintosh computers (for example, AV cards and ports, PCI bus) ¥ Identify functions and features of modules and components used in Macintosh AV and Power Macintosh computers (for example, AV cards and ports, PCI bus) 6. Mac OS, identifying and using features and common problems and their solutions. During the exam, you will be expected to: ¥ Identify components of the Mac OS and their functions, including aliases, Apple menu, control panels, system enablers, preference files, fonts, and invisible desktop files (Desktop DB and DF) ¥ Identify various types of system software installs and how to perform them (clean install vs. partial clean install vs. update; easy install vs. custom install), and determine the appropriate install for a given situation ¥ From a description of symptoms, determine probable causes, cures, and troubleshooting techniques for common System folder problems, including corrupt or misconfigured System folders, corrupt or conflicting extensions, corrupted preference files, virus infection, etc. ¥ Memory-related problems: Identify methods for gathering information about memory-related problems and customizing memory allocation, including use of Get Info, About This Macintosh, Memory control panel ¥ Identify special keystroke commands (such as Command-option-shift-esc, holding down spacebar at startup, holding down Command-Option-P-R at startup, etc.) and their appropriate uses ¥ Fonts: Identify proper use of different font types (outline vs. bitmapped, etc.); recognize symptoms of font problems, their causes and their solutions; and identify appropriate troubleshooting techniques ¥ Disk Tools: Identify the functions and uses of this disk and the applications it contains, including Disk First Aid, HDSC Setup. ¥ Resetting (ÒzappingÓ) parameter RAM: Identify when, why, and how to do it, and identify its effects. ¥ Rebuilding the Desktop: Identify when, why, and how to do it; identify its effects; and identify problems associated with it. 7. Troubleshooting (Hardware & Mac OS). During the exam, you will be expected to: ¥ From a problem description, identify the most appropriate questions to ask the user ¥ Identify troubleshooting and diagnostic procedures recommended by Apple ¥ From a problem description, identify the most appropriate Apple resources and references to use in troubleshooting (Service Source, Apple Service Guides, Tech Info Library, etc.) ¥ From a description of a troubleshooting situation, find the next step to take by using reference sources (Service Source, Apple Service Guides). ¥ From a description of a problem, find the probable cause by reasoning from knowledge of parts and functions of a Macintosh computer ¥ From a description of a repair, identify the proper test to verify the repair, according to Apple recommendations. 8. Repair: Following recommended procedures. During the exam, you will be expected to: ¥ Using reference resources such as Apple Service Guides and Service Source as needed, identify steps and tools in repair procedures for specific modules, including take-apart, reassembly, adjustments, upgrades, module returns, and other repair procedures (for example, removing and replacing the Power Mac 8100/110 CD-ROM drive; returning a logic board to Apple). Answers to sample questions: 1- D; 2- A; 3- C