Which of the following is ALMOST CERTAINLY a hardware-related problem?

A. No video at startup

B. Error beep at startup

C. Distorted video at startup

D. Blinking question mark at startup

Answer: B

You have just reassembled an iMac (Flat Panel) after replacing its logical board. You start up the iMac

and the unit powers on, a startup chime is heard, the hard drive sounds normal, and the unit seems to be

booting, but there is only a blank white image displayed on the LCD display. You shut the unit down,

connect an external VGA display to the iMac and try again. This time, a normal startup sequence is

displayed only on the external VGA display.

What is the most likely cause of this problem among the choices listed?

A. The LCD display is malfunctioning.

B. A faulty replacement logic board was installed.

C. The video cable connector was not reattached to the logic board.

D. The LCD display requires adjustment after logic board replacement.

Answer: C

Verifying that a computer functions properly after you repair it ensures that __________. (Choose all

that apply)

A. No new issues have arisen.

B. Third-party software is working.

C. The original issue has been resolved.

D. The computer fails under service warranty.

E. System Preference settings are set correctly.

Answer: A, C

A customer's eMac (USB 2.0) if freezing intermittently. Which of the following steps should you try

FIRST to identify the problem?

A. Try quick fixes.

B. Repair the eMac.

C. Perform a split-half search

D. Run appropriate diagnostics

E. Escalate the problem to Apple.

F. Gather information about the problem.

Answer: F

Which of the following is the best way to eject a disc when normal methods for ejecting it, such as using

the MAC OS Desktop or the keyboard, have not succeeded?

A. Boot into Open Firmware and type 'reset-nvram'.

B. Restart the computer while holding down the mouse button.

C. Remove and disassemble the optical drive to remove the disc.

D. Remove the computer's front bezel and manually pry the disc out of the drive.

Answer: B

Which of the following is ALMOST CERTAINLY a software-related problem?

A. No video display

B. Low disk space warning

C. Single beep at startup

D. No Internet connectivity

Answer: B

You are troubleshooting a Power Mac G5 that will not boot, and emits error tones when powered on. You

suspect that the customer may have installed incompatible or faulty RAM, but you are not sure. What

should you do to verify the RAM requirements for this Power MAC G5?

A. Call Apple

B. Order Apple RAM

C. Check Specifications

D. Count the RAM sockets on the logic board

Answer: C

You are troubleshooting a Power Mac G5 that has the following symptom: The power-on LED

illuminates when the power button is pressed, fans spin, and the boot tine chimes, but there is no video

displayed on the attached know-good display. Rank the following possible causes from First to Last, in

the order you should check them:

1. Crashed PMU

2. Faulty logic board

3. Corrupted PRAM

4. Video card not fully seated in logic board connector

5. Faulty video card

A. 1, 3, 4, 5, 2

B. 2, 1, 4, 3, 5

C. 3, 1, 4, 5, 2

D. 4, 3, 5, 1, 2

E. 5, 1, 2, 4, 3

Answer: D

An eMac (USB 2.0) is displaying a flashing question mark at startup. When you start up the computer

from a known-good bootable external FireWire hard drive the internal hard drive does not appear on the

desktop. What is the recommended order in which to attempt the following troubleshooting steps on the

internal hard drive?

1. Replace the hard drive.

2. Reinitialize the hard drive.

3. Replace the hard drive cable.

4. Verify the hard drive's cable connections.

5. Reinstall the software drivers for the hard drive.

A. 1, 3, 4, 2, 5

B. 2, 1, 3, 5, 4

C. 3, 1, 4, 5, 2

D. 4, 1, 5, 2, 3

E. 5, 4, 2, 3, 1

Answer: E

The fans inside a customer's Power Mac G5 seem to constantly run at full speed after a repair involving

logic board replacement. What should be done FIRST to correct this problem?

A. Replace the processor(s).

B. Run Apple Service Diagnostic.

C. Replace the fans inside the Power Mac G5.

D. Replace the Power Mac G5 logic board again.

Answer: B

You are troubleshooting an eMac system that has Mac OS X. The icon of a connected external FireWire

drive is not appearing on the Finder Desktop. Which of the following would be MOST useful in

troubleshooting this issue?

A. Terminal

B. Network Utility

C. Process Viewer

D. System Profile

E. Apple Hardware Test

Answer: D

A Macintosh can start up from Mac OS X, but not from Mac OS 9. If you select the Mac OS 9 System

Folder in the Startup Disk preference pane of MAC OS X, a flashing question mark appears on the

screen when you restart the computer. What is one possible cause of this condition?

A. The disk was reformatted using Disk Utility for Mac OS X, using the HFS Plus (extended) format instead of

HFS format.

B. The disk was reformatted using Disk Utility for Mac OS X, and the option to install the Mac OS 9 drivers

was not selected.

C. The disk was reformatted using Disk Utility for Mac OS X, using the HFS format instead of HFS Plus

(extended) format.

D. This Macintosh does not support booting into Mac OS 9.

Answer: B

What is the first step to take if you have an iMac (Flat Panel) that constantly ejects any CD / DVD that is

inserted?

A. Replace the optical drive.

B. Replace the optical drive cable.

C. Replace the optical drive bezel.

D. Disconnect all peripheral devices, especially the mouse.

Answer: D

A customer needs to transfer data from her eMac for use on her Power Mac G5, but the eMac fails to

start up completely due to a video issue.

Which of the following would most easily accomplish the data transfer?

A. Remove the hard drive from the eMac and install it into the Power Mac G5.

B. The eMac will need to be replaced before any data can be recovered from it.

C. Boot the eMac into Mac OS X Safe Mode and connect the eMac and Power Mac G5 with an Ethernet cable.

D. Boot the eMac into Target Disk Mode and connect the eMac and Power Mac G5 with a FireWire cable.

Answer: D

A Power Mac G4 (Mirrored Doors) displays a flashing question mark at startup. Which step does Apple

recommend you take FIRST?

A. Reset Parameter RAM.

B. Try to start up from a bootable CD or DVD.

C. Reinitialize the hard disk and reinstall the Mac OS.

D. Replace the internal hard drive with a known-good hard drive.

Answer: B

Which of the following Apple diagnostic utilities is the most appropriate for a service technician to test an

eMac (USB 2.0)?

A. Mac Test Pro

B. Tech Tool Deluxe

C. Apple Hardware Test

D. Apple Service Diagnostic

Answer: D

You have just completed replacing a logic board in an iMac (Flat Panel) and are reassembling the

computer. Which of the following special tools is recommended during this reassembly?

A. CRT discharge tool

B. Torque screwdriver

C. Spring tensioning tool

D. Jumper adjustment tool

Answer: B

In the component isolation technique, if you do not get a startup chime and/or a flashing question mark,

you check the components of the minimal system by _________.

A. Visually inspecting them for damage.

B. Replacing them with known-good parts in any order.

C. Adding more known-good parts in a specified order.

D. Replacing them with known-good parts in specified order.

Answer: D

When practicing component isolation, which ONE of the following components would NOT be a part of a

minimal system configuration for a Power Mac G4 (Mirrored Doors)?

A. SDRAM

B. Speaker

C. Hard Drive

D. Logic Board

E. Power Cable

F. Power Supply

G. Front Panel Board

H. Processor with Heatsink

Answer: C

The basis for the component isolation troubleshooting technique is an understanding of ______ within

computers.

A. power flow

B. software data flow

C. firmware data flow

D. processor instruction flow

Answer: A

When setting up a minimal system using the component isolation technique, you start with only the

components necessary to_____.

A. Boot the system into Mac OS 9.

B. Boot the system into Mac OS X.

C. Boot the system into Open Firmware diagnostics.

D. Hear a boot chime and/or see a flashing question mark on a display.

Answer: D

You are using component isolation to troubleshoot a Power Mac G4 (Quicksilver). You have already

reduced the computer to the appropriate minimal configuration. You have just installed a known-good

video card and have attached a known-good external VGA display to it. Upon startup, you see a flashing

question mark on the VGA display, but you hear no startup chime. What signals or power could be

missing to cause this problem?

A. Timing signals to the processor through the logic board.

B. Power to the memory subsystem through the logic board.

C. Backup battery voltage to the PMU through the logic board.

D. Audio signals to the speaker through the front panel board.

Answer: D

What is the BEST way to properly ground an ESD workbench mat?

A. Attach the mat to the unit being serviced.

B. Connect the mat to a grounded electrical outlet.

C. Connect only the wriest strap and cord to a grounded electrical outlet.

D. Connect the wrist strap and cord only to the mat.

Answer: B

What humidity level should be maintained to ensure an ESD-safe environment?

A. 25%-40%

B. 50%-75%

C. 75%-90%

D. 90%-100%

Answer: C

Which FOUR of the following actions helps reduce the risk of damage from ESD? (Choose four)

A. Ground yourself and the equipment you are working on.

B. Always place ESD-sensitive components on metal surfaces.

C. Handle all ESD-sensitive boards by the connectors, not the edges.

D. Use static-shielding storage bags for ESD-sensitive components.

E. Do not bring plastic, vinyl, or foamed polystyrene near ESD-sensitive components.

Answer: A, B, D, E

Which of the following items are appropriate to use for ESD prevention? Select all that apply.

A. Metal work surface

B. CRT discharge tool

C. Grounded work mat

D. Wrist strap and cord

E. Static-shielding bags

Answer: C, D, E

Which THREE of the following are symptoms of an incorrectly installed AirPort Extreme Card?

(Choose Three)

A. Computer freezes during startup.

B. Computer beeps three times during startup.

C. AirPort operating range is severely reduced.

D. Computer has no network access from any port.

E. Computer reports required AirPort hardware not found?

Answer: A, C, E

Which one of the following AirPort Extreme ports should be used to connect to a DSL or Cable modem

for Internet access?

A. LAN

B. WAN

C. Modem

D. Antenna

Answer: B

A customer states that he cannot access the Internet after connecting his new Power Mac G5 to his cable

modem via Ethernet. Which of the following is most likely the cause of the problem?

A. AppleTalk is not enabled on the computer's Ethernet port.

B. The computer is not running the latest version of Mac OS X.

C. A faulty cable was used to connect the computer and the cable modem.

D. The cable modem's Ethernet port is not compatible with the computer's Ethernet port.

Answer: C

You are attempting to share files between your Power Mac G5 and a friend's PC running Windows XP

Professional. You have connected the two computers with an Ethernet cable, created a Mac OS X

account to allow your friend to log in, and you have enabled Windows Sharing on the Power Mac G5, but

your friend still cannot access files on your Power Mac G5. Which of the following is most likely to be the

problem?

A. File Sharing must be enabled on the PC first.

B. The files on your Power MAC G5 must be converted to PC format first.

C. The IP address settings on your Power Mac G5 and the PC are not on the same network.

D. You need to use an Ethernet crossover cable to connect the Power Mac G5 and the PC.

Answer: C

A customer states that when an external antenna is connected to her AirPort Extreme Base Station, the

external antenna does not appear in the Show Summary window of AirPort Admin Utility. What is most

likely the problem?

A. The base station's firmware needs to be updated.

B. The base station is malfunctioning and requires service.

C. The base station needs to be powered down and restarted.

D. The base station needs to be reconfigured to use the external antenna.

Answer: C

AirPort Extreme operates under which of the following IEEE standards? Select all that apply.

A. 802.11a

B. 802.11b

C. 802.11c

D. 802.11g

E. 802.11h

F. 802.11i

Answer: B, D

A customer states that she sees an error message appear when she opens her Web browser with her iMac

(USB 2.0) using dial-up Internet service. The message displayed in the Web browser is "The specified

server could not be found". When she attempts to access the same Web page a second time the Web page

is loaded without a problem. Which of the following is the BEST explanation for what is happening?

A. The iMac needs to warm up before it can access the Web page.

B. The Web browser is configured to only access Web pages when reloaded.

C. The iMac dial-up modem is configured for extra error correction resulting in the delay.

D. The Web browser attempted to load the page before the iMac's dial-up modem had finished connecting to the

Internet Service Provider.

Answer: D

Basic computer-to-computer wireless networking with AirPort requires______.

A. Two or more AirPort clients.

B. Two or more AirPort Base Stations.

C. Version 2.0.4 or later of the AirPort software.

D. An AirPort Base Station and an AirPort client.

Answer: A

To utilize Gigabit Ethernet, you must use an Ethernet cable with:

A. Two wires (one pair) present.

B. Four wires (two pairs) present.

C. Six wires (three pairs) present.

D. All eight wires (four pairs) present.

Answer: D

A customer states that he cannot access the Internet on his eMac using a dialup modem connection.

Which of the following is most likely to be the problem?

A. AppleTalk is not enabled on the eMac's modem port.

B. The customer's eMac is not configured with a modem.

C. The eMac is not running the latest version of Mac OS X.

D. The telephone cable is plugged into the Ethernet jack.

Answer: D

Which of the following are potential sources of interference with an AirPort Extreme network? Select all

that apply.

A. Wood

B. Metal

C. Microwave oven

D. Cellular telephone

E. 2.4 GHz cordless telephone

Answer: B, C, E

A customer states that her iMac (USB 2.0) built-in LCD display is dark and barely readable. It shows a

faint image. You attempt to adjust the brightness, but nothing happens. You connect an external VGA

display to the iMac and confirms that the problem is not with the operating system or the logic board.

Based upon your knowledge of LCD displays, what would be the most likely cause of this problem?

A. Failed LCD module

B. Failed power supply

C. Failed inverter board

D. Corrupt PMU

Answer: A

This screen image indicates a _______ maladjustment.

A. keystone

B. pincushion

C. parallelogram

D. corner curvature

Answer: C

What is the function of the iMac Video Jumper Adjustment Tool?

A. It enables the display of test patterns for video adjustment.

B. It sets the appropriate display resolution for video adjustment.

C. It allows the cutoff and white balance adjustment to be saved as new factory settings.

D. It grounds any hazardous voltages inside the iMac before video adjustments are made.

Answer: C

This barrel-shaped screen image indicates a ______ maladjustment.

A. keystone

B. pincushion

C. parallelogram

D. corner curvature

Answer: B

Which of the following is the most common example of electrostatic discharge?

A. You touch an object and feel a brief spark.

B. You see a bright flash on the CRT display of an eMac.

C. You plug a power cord into an outlet and you see a spark.

D. You hear a cracking noise coming from inside the computer.

Answer: A

A customer states that her iMac (Flat Panel) display is constantly showing a bright all-white screen. You

connect an external VGA display to the iMac (Flat Panel) and confirm that the problem is not with the

operating system or the logic board. Based upon your knowledge of LCD display, what would be the most

likely cause of this problem?

A. Failed LCD module

B. Failed power supply

C. Failed inverter board

D. Corrupt PMU

Answer: A

Which TWO of the following statements about handling a CRT are true? (Choose two)

A. A discharged CRT can build up a secondary charge over time.

B. You should wear a grounding wrist strap or heel trap when discharging a CRT.

C. You must attach the discharge tool to ground before using it to discharge a CRT.

D. You should wear a grounding wrist strap or heel strap when performing live adjustments.

E. You must disconnect the power cord and discharge the CRT before performing live adjustments.

Answer: A, C

Why do you need to take precautions when disposing of damages CRT displays? (Select two.)

A. CRT displays may contain toxic waste.

B. CRT displays may present a fire hazard.

C. CRT displays may implode if mishandled.

D. CRT displays may present a radiation hazard.

E. CRT displays may contain hazardous materials.

Answer: C, E

What precautions should be taken if an discharged CRT must remain exposed for any length of time?

A. You should reset the Power Manager Unit on the logic board.

B. You should perform a full set of video adjustments on the CRT.

C. You should remove the CRT from the computer or display assembly.

D. You should establish an ongoing lead between the CRT anode and ground.

Answer: D

Which part or parts of an iMac CRT display should NOT be touched until after the display is

disconnected from its power source and the CRT is properly discharged, because of the risk of electric

shock? Select all that apply.

A. Anode cap

B. Yoke assembly

C. Flyback transformer

D. Front of CRT display

E. Yoke cable/connector

F. Outer plastic housing

Answer: A, B, C, E

When making LIVE adjustments to a CRT display, you should make sure that _____. Select three

A. You are NOT grounded.

B. The CRT has been discharged.

C. The yoke wires have been disconnected.

D. You use an ungrounded electrical outlet.

E. The equipment is properly connected and grounded.

F. Your building's electrical outlets are properly wired and grounded.

Answer: A, E, F

You need to verify a defective power/analog video board on a CRT iMac system. You removed power

from the system and opened it (exposing the CRT), then had to leave it to do other work. Two hours have

passed. Which TWO of the following steps should you take before beginning the verification procedure?

Select two.

A. Reassemble the iMac.

B. Discharge the CRT again.

C. Reapply power to the iMac.

D. Get someone to observe you.

E. Check your grounding wrist strap.

Answer: B, D

Which of the following do you use when discharging a CRT? Select two.

A. light meter

B. safety glasses

C. grounded ESP mat

D. CRT discharge tool

E. jumper adjustment tool

Answer: B, D

When discharging a CRT, which part do you touch with the tip of the discharge tool?

A. anode aperture

B. high voltage cable

C. Flyback transformer

D. yoke connector/cable

Answer: A

Which of the following is a hazardous area due to high voltage even when an eMac is unplugged?

A. Anode cap

B. Hard drive

C. Logic board

D. Optical drive

Answer: A

Where is the BEST place to look for information about any special hardware repair tools required for

disassembly of an Apple product?

A. Discussions

B. Service News

C. User's Manual

D. Service Manual

Answer: D

Which section of the Power Mac G5 Service Manual is the BEST place to look for instructions for

replacing a processor?

A. Views

B. Basics

C. Take Apart

D. Troubleshooting

Answer: C

You require additional information about a specific problem with a customer's Power Mac G5. Which of

the following would be the choice Apple recommends for you to research the problem and possibly locate

a solution or workaround for the problem?

A. Downloads

B. Discussions

C. User's Manual

D. Knowledge Base

Answer: D

A customer asks about RAM speed requirements to upgrade his eMac (USB 2.0). What Apple resource

should you refer this customer to?

A. Downloads

B. User's Manual

C. Specifications

D. Service Manual

Answer: C

According to Apple service manuals, what steps should you take before performing any take-apart steps

when replacing a part in any Apple product?

A. Lay the product on its side so it will not fall over.

B. Update the product's firmware to the latest version.

C. Discharge the CRT and establish an ongoing ground.

D. Gather all necessary tools and perform all preliminary steps.

E. Order all available service parts for the appropriate configuration of the product.

Answer: B

A Power Mac G5 sometimes becomes unresponsive and the cursor freezes on the display when running

an application. You have verified the symptom, have already attempted to force the application to quit,

but the computer remains unresponsive. What should you try next?

A. Hold the mouse button down for several seconds to regain cursor control.

B. Press the power button for several seconds to try shutting the computer down.

C. Disconnect and reconnect all peripherals to reset the Open Firmware Device Tree.

D. Disconnect the power cord and the backup battery for several minutes to reset the PMU.

Answer: B

In this picture of an iMAC (USB 2.0) logic board, what is the highlighted part?

A. Modem

B. Logic Board

C. SDRAM DIMM

D. Processor Module

Answer: C

A hard dive in a Power Mac G4 (QuickSilver) is not spinning after the computer is powered on. You have

verified that the drive power cable connector has no voltage by using a voltmeter. Which of the following

is the most appropriate part or module to replace in this situation?

A. Hard Drive

B. Hard Drive Data Cable

C. Power Supply Assembly

D. Cable Harness Assembly

Answer: C

Which THREE of the following computers uses Serial ATA hard drive technology? Select three.

A. Power Mac G4 (FW 800)

B. Power Mac G5 (Uni 1.6GHz)

C. Power Mac G5 (Dual 2.0 GHz)

D. Power Mac G4 (Mirrored Drive Doors)

E. Power Mac G5 (June 2004 Dual 2.5 GHz)

Answer: B, C, E

A customer states that he has never been able to burn DVD's with his eMac (USB 2.0), yet his friend has

an identical-looking eMac (USB 2.0) that can burn DVD's. You have verified that the customer's eMac

(USB 2.0) has a DVD / CD-RW Combo optical drive and is running the latest version of Mac OS X. The

eMac has no other problems. What is the probable cause is this issue?

A. The eMac (USB 2.0) requires more RAM.

B. The eMac (USB 2.0) requires a firmware update.

C. The Combo drive is not capable of burning DVD's.

D. The eMac (USB 2.O) optical drive is malfunctioning.

Answer: C

You are working on an eMac that has no video on its built-in display. The fan is spinning, and there is

drive activity present. You have tried resetting PRAM, booting to a known-good CD, and resetting the

PMUm but the issue persists. You have also connected a known-good external VGA monitor to the

eMac's video out port, but failed to see any video on the external display. Which of the following is the

most appropriate part or module to replace in this situation?

A. CRT

B. Logic Board

C. Power Supply

D. Display / Analog Assembly

Answer: B

Which THREE of the following symptoms would be best resolved by performing a PMU reset as a first

step? (Choose three)

A. Network / Internet connectivity issue.

B. No power / computer does not function.

C. Cursor randomly freezes on the display.

D. USB and/or FireWire port(s) do not function.

E. Computer does not sleep / wake from sleep.

Answer: B, C, E

Which TWO of the following features are part of the Universal Motherboard Architecture in Apple

desktop computers? (Choose two)

A. VGA

B. USB

C. FireWire

D. Target Disk Mode

E. Power Manager 2.0

F. Hardware DVD decoding

Answer: C, E

A Power Mac G5 fails to start up, and the status light on the front of the computer flashes three times.

What does this indicate?

A. Thermal failure

B. No startup disk found

C. Firmware v3.0 upgrade required

D. No RAM bank passed memory testing

Answer: D

Which of the following Power Mac G5 internal fans can only be replaced by replacing the entire G5

enclosure?

A. Front inlet fan

B. Rear exhaust fan

C. Media blower / fan

D. Speaker / fan assembly

E. Power supply fan assembly

Answer: C

Which TWO of the following computers can accept a 184-pin DDR333 PC2700 SDRAM DIMM? (Choose

two)

A. iMac (Flat Panel)

B. eMac (USB 2.0)

C. Power Mac G5 (Uni 1.6Ghz)

D. Power Mac G5 (Dual 2.0 Ghz)

E. Power Mac G5 (June 2004 Dual 2.5 Ghz)

Answer: B, C

An eMac (USB 2.0) has a malfunctioning logic board. You replace the logic board. Which of the following

diagnostics utilities should you run to verify that the new logical board is functioning properly?

A. MacTest Pro

B. Disk First Air

C. TechTool Deluxe

D. Apple Service Diagnostic

Answer: D

To isolate a video problem has hardware or software on an iMac (Plat Panel), which of the following

steps should you try first?

A. Connect an external VGA display.

B. Reinstall the appropriate Mac OS.

C. Verify the hard disk with Disk First Aid.

D. Start up from a known-good startup disc.

Answer: D

Which of the following would be the most appropriate question to ask FIRST, when gathering

information from customers about a problem with their Apple product?

A. What is the issue?

B. What operating system are you using?

C. Did you turn off the computer improperly?

D. Is this the first time you have had this problem?

Answer: A

A customer's Power G5 fails to power on when connected to a known-good power outlet with a

known-good power cord. Which of the following steps should be tried FIRST?

A. Replace the processor(s)

B. Replace the power supply

C. Reset the logic board PMU

D. Run Apple Service Diagnostic

Answer: C

A Power Mac G4 (FW 800) boots but produces no startup chime. You have disconnected external

microphones and speakers verified the volume setting and that mutes is not checked. What is the next

recommended step to resolve this issue?

A. Reset Parameter RAM.

B. Replace the internal speaker.

C. Replace the main logic board.

D. Update the latest version of Mac OS X.

Answer: A

You have replaced the video card in a Power Macintosh G4 (FW 800). In what THREE ways should you

test the repair before running the system to the customer? (Choose three)

A. Leave the computer on overnight.

B. Verify that the original symptom is resolved.

C. Verify that no new symptoms have occurred.

D. Start up the computer in Target Disk Mode to test the internal hard drive.

E. Run all Apple Service Diagnostic tests for the Power Mac G4 (FW 800).

F. Run Apple Service Diagnostic video tests for the Power Mac G4 (FW 800).

Answer: B, C, E

An eMac has no video, but powers on with a normal startup chime, and normal startup sounds from the

hard drive. Which of the following steps should you try next?

A. Update the eMac firmware.

B. Replace the eMac logic board.

C. Replace the eMac Display/Analog Assembly.

D. Connect a known-good VGA display to the eMac.

Answer: D

You are troubleshooting an intermittent video issue on an eMac. Which of the following is them most

appropriate way to approach this problem?

A. Do nothing. The problem may resolve itself.

B. Run looping diagnostics to verify the issue.

C. Follow component isolation steps to resolve the issue.

D. Replace the Display/Analog Assembly inside the eMac.

Answer: B

A customer states that he cannot open an AppleWorks file. What is the most productive question to ask

him FIRST?

A. Can you open any files?

B. Can you open other AppleWorks files?

C. What version of AppleWorks are you using?

D. In your Mac connected to a network?

Answer: B