Question 3) Microsoft Windows XP Operating System

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Objective: Configuring and Troubleshooting the Desktop and User Environments
SubObjective: Configure the user environment

Single Answer Multiple Choice

You are a desktop support technician for your company. Vivian, a member of the Sales department, recently upgraded her laptop computer to Windows XP Professional. She calls you to complain that her USB mouse frequently stops responding, and when she attempts to turn off her computer, it hangs during the shutdown process. This problem began after she began using the USB mouse with her laptop. She plugs the mouse directly into a USB port on the laptop itself.

Vivian tells you that when the USB mouse is not connected, her computer shuts down normally. She needs to use the mouse because the driver for the built-in pointing device is incompatible with Windows XP.

What should you tell Vivian to do?

A. Disable hibernation.
B. Select the Max Battery power scheme.
C. Install an external USB hub and plug the mouse into the hub.
D. Clear the Allow the computer to turn off this device to save power checkbox.

Answer:
D. Clear the Allow the computer to turn off this device to save power checkbox.

Tutorial:
When all USB devices that are connected to a USB controller are idle for a period of time, the USB root hub may attempt to turn off the devices, a feature known as Selective Suspend. For Selective Suspend to function properly, all connected USB devices must support the feature. When the USB controller turns off power to the devices, they may lose the ability to communicate activity to the controller. This problem is more likely to occur with a Human Interface Device (HID), such as a mouse. Although the Windows XP operating system is supposed to sense USB mouse activity on a connection that has been suspended, sometimes that activity goes undetected. By clearing the Allow the computer to turn off this device to save power checkbox, Vivian will allow the USB mouse to maintain communications with the controller, so that when the mouse is moved, the controller is immediately aware of the activity and will perform the desired action. Clearing this checkbox would also be appropriate for other USB devices, such as a USB hard disk drive.

Disabling hibernation will not enable the computer to shut down gracefully. Hibernation stores the content of the RAM to the hard drive before powering down the computer, allowing the user to quickly restore the computer to the state it was in before being hibernated.

The Max Battery power scheme is designed to reduce the power consumption of laptop computers that are operating using battery-based power.

You should not install an external USB hub and plug the mouse into the hub. A USB hub is only necessary when the number of USB devices exceeds the number of available USB ports. A single USB port can support up to 127 peripheral devices, although the USB hub may not have enough power to operate this number of devices. If multiple devices were connected to a USB hub, and one or more of the connected devices were not receiving power, the solution would be to install a self-powered USB hub.

Reference:
1. Microsoft TechNet Online – Microsoft Knowledge Base Article
– Windows XP – Computer Does Not Shut Down Properly if Selective Suspend Is Enabled

2. Microsoft TechNet Online – Microsoft Knowledge Base Article
– Windows XP – Computer Hangs if USB Selective Suspend Option of USB Mouse Is On

3. Microsoft TechNet Online – Microsoft Knowledge Base Article
– General USB Troubleshooting in Windows XP

4. Supporting Users Running the Microsoft Windows XP Operating System – Module 5: Resolving Hardware Issues
– Lesson: Troubleshooting Input and Output (I/O) Devices

These questions are derived from the Self Test Software Practice Test for Microsoft exam #70-271 – Supporting Users and Troubleshooting a Microsoft Windows XP Operating System

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