100-140 Practice Test

The Cisco CCST IT Support (100-140) is a foundational-level Cisco certification. The exam has 35 questions, runs 50 minutes, costs $125, and requires a passing score of ~70%. CertSharp provides 500 exam-style 100-140 practice questions — 30 free with no credit card — each with a detailed explanation.

1. Question 2Drive Failure DiagnosisEasy

   A user reports that their desktop makes a repetitive clicking sound coming from the area where the hard drive is installed. The PC is running slowly and files are taking a long time to open. What does this most likely indicate?

   • A

     The CPU cooler fan is striking a cable and needs to be repositioned

   • B

     The case fan is spinning at high RPM because of an elevated temperature

   • C

     The mechanical hard drive is starting to fail; back up the data right away

   • D

     The optical drive tray motor is malfunctioning and needs some lubrication

   Show answer & explanation

   Correct answer: C — The mechanical hard drive is starting to fail; back up the data right away

   A repetitive clicking sound from a mechanical hard drive is known as the "click of death" and indicates head actuator failure. This is a critical warning sign of imminent drive failure. Data should be backed up immediately before the drive becomes unreadable. Other components produce different sounds.

2. Question 3Memory TroubleshootingEasy

   A desktop PC powers on (fans spin, power LED on) but shows no display. The monitor and its cable are confirmed working on another PC. Which component should the technician reseat or test first?

   • A

     The storage drive, by reconnecting its SATA data and power cables firmly

   • B

     The memory, by reseating the RAM in its slot or trying a known-good stick

   • C

     The CPU, by removing the cooler and reseating the processor in its socket

   • D

     The power supply, by swapping in a higher-wattage unit to test for low power

   Show answer & explanation

   Correct answer: B — The memory, by reseating the RAM in its slot or trying a known-good stick

   When a PC powers on but produces no display and the monitor and cable are confirmed good, unseated or faulty memory is a common cause of a no-POST, no-display condition. Reseating the RAM (or testing a known-good module) is a quick, low-risk first step before suspecting the drive, CPU, or power supply.

3. Question 4Ticketing SystemsEasy

   Which of the following is the PRIMARY purpose of a help desk ticketing system?

   • A

     To monitor network bandwidth utilization in real time

   • B

     To generate billing invoices for IT services rendered

   • C

     To store employee payroll and HR records

   • D

     To track and manage support requests from creation to resolution

   Show answer & explanation

   Correct answer: D — To track and manage support requests from creation to resolution

   A ticketing system is designed to log, prioritize, track, and document support requests through their full lifecycle - from the moment a user reports an issue through diagnosis, resolution, and closure. This ensures no requests are lost and provides an audit trail for each incident.

4. Question 5NVMe Power ManagementHard

   A workstation's NVMe SSD intermittently disappears from the OS after returning from sleep, requiring a hard restart to recover. Firmware is up to date and the drive tests as healthy when connected. What is the most likely cause?

   • A

     The M.2 slot is physically damaged and loses contact during thermal cycling

   • B

     A power management setting in BIOS or Windows lets the M.2 slot lose power in sleep

   • C

     The NVMe drive's cache is corrupting the partition table when the system sleeps

   • D

     The OS hibernation file on the NVMe drive conflicts when resuming from sleep

   Show answer & explanation

   Correct answer: B — A power management setting in BIOS or Windows lets the M.2 slot lose power in sleep

   An NVMe drive that disappears after sleep is commonly caused by aggressive power management - in Windows (NVMe power states) or in the BIOS (M.2 slot power gating). Because the drive tests healthy, it is not physical damage. Disabling NVMe power management in Windows or adjusting the BIOS sleep/power settings resolves it.

5. Question 6Time ManagementEasy

   A technician has four open tickets and receives a fifth critical ticket. The critical ticket requires immediate attention but the technician is mid-resolution on another ticket. What is the BEST course of action?

   • A

     Ignore the critical ticket until the current tickets have been closed

   • B

     Pause the current ticket, resolve the critical one, then resume the paused one

   • C

     Set aside the other open tickets and focus solely on the critical ticket

   • D

     Ask the user with the critical issue to call the help desk back later

   Show answer & explanation

   Correct answer: B — Pause the current ticket, resolve the critical one, then resume the paused one

   Effective time management in IT support means prioritizing critical issues as they arise. The correct approach is to pause (not abandon) the current ticket, resolve the critical issue, then return to the paused ticket. The paused ticket should be updated with a note explaining the hold.

6. Question 7Printer HardwareEasy

   A laser printer displays a "Paper Jam" error but the paper path appears to be completely clear. What should the technician check next?

   • A

     Replace the toner cartridge, as a low toner level can incorrectly trigger paper jam sensors

   • B

     Update the printer firmware using the vendor portal to clear false jam error states

   • C

     Check the paper feed rollers and internal jam sensors for debris or residual paper fragments

   • D

     Power cycle the printer router interface and reconnect the print server queue

   Show answer & explanation

   Correct answer: C — Check the paper feed rollers and internal jam sensors for debris or residual paper fragments

   Paper jam sensors can be triggered by small paper fragments or debris caught on the rollers even when the main paper path looks clear. Inspecting the rollers and jam sensors is the correct next step. Toner levels and firmware do not trigger paper jam errors. The printer router interface is unrelated.

7. Question 8DocumentationEasy

   A technician resolves a recurring printer issue by updating the driver. What should the technician document in the ticket before closing it?

   • A

     The steps taken, the root cause identified, and the resolution applied

   • B

     The ticket number and the user's name, with no troubleshooting detail

   • C

     A brief note such as 'Fixed the printer issue' without any further specifics

   • D

     Nothing further, because a resolved ticket does not require documentation

   Show answer & explanation

   Correct answer: A — The steps taken, the root cause identified, and the resolution applied

   Good documentation includes the problem description, troubleshooting steps taken, root cause identified, and the specific resolution. This creates a knowledge base entry that benefits the entire team when the same issue recurs, reducing future resolution time significantly.

8. Question 9Problem-Solving MethodologyEasy

   According to a structured troubleshooting methodology, what is the FIRST step a technician should take when a user reports a problem?

   • A

     Implement the most probable fix immediately to save time

   • B

     Check the knowledge base for a known solution

   • C

     Escalate the issue to a senior technician

   • D

     Identify and clearly define the problem

   Show answer & explanation

   Correct answer: D — Identify and clearly define the problem

   A structured troubleshooting approach always starts with identifying and clearly defining the problem. Jumping to fixes before understanding the problem risks making the situation worse. Defining the problem includes gathering symptoms, affected systems, and when the issue began.

9. Question 10Thermal ManagementEasy

   A desktop PC shuts down unexpectedly after running for about 15 minutes and restarts normally when turned back on. No error messages appear. What is the most likely cause?

   • A

     The power supply has developed a fault that causes it to reboot the system on a fixed interval

   • B

     A failing RAM module causes data corruption, triggering a silent reboot by the OS

   • C

     The network adapter is consuming excessive CPU resources, causing an overload shutdown

   • D

     The CPU is overheating and the motherboard is triggering a thermal shutdown to prevent damage

   Show answer & explanation

   Correct answer: D — The CPU is overheating and the motherboard is triggering a thermal shutdown to prevent damage

   Unexpected shutdowns after a consistent warm-up period, with normal restarts, are a classic symptom of CPU overheating. The motherboard's thermal protection shuts the system down before damage occurs. PSU faults typically cause immediate shutdowns or BSODs. RAM issues produce BSODs or freezes, not clean thermal shutdowns.