APPLE CERTIFICATION 2026/2027 TEST PAPER QUESTIONS
AND SOLUTIONS RATED A+
✔✔What are some features of Continuity? (Four Answers) - ✔✔Handoff, Universal
Clipboard, Instant Hotspot, Auto Unlock
✔✔What service is required to use Continuity? - ✔✔iCloud
✔✔Finn wants to use Instant Hotspot on his Mac while tethered to his iPhone. He does
not see a Personal Hotspot option in his iPhone under Settings > Cellular. What would
you suggest he do? - ✔✔Contact his carrier to see if he has a plan that supports
Personal Hotspot
✔✔Holly copied text from a news article in Safari on her iPhone. She wants to paste it in
a paper she is writing in Pages on her Mac. She has Continuity enabled. What is the
best way to move the text over? - ✔✔After copying the text on her iPhone, she should
be able to open her paper in Pages on the Mac, then paste the text
✔✔What must be done on iPhone to allow the text messages sent and received to
appear on other devices? (Three Answers) - ✔✔Go to Settings > Messages > Text
Message Forwarding, then choose 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? -
✔✔This model of Mac is not compatible with Handoff
✔✔Key Points in Continuity - ✔✔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 - ✔✔Apple Service Toolkit 2 (AST 2)
✔✔Mac Diagnostics - ✔✔Apple Service Toolkit 1 (AST 1)
Apple Service Diagnostic (ASD)
✔✔Customer Mac Diagnostics - ✔✔Apple Diagnostics
Apple Hardware Test (AHT)
✔✔Apple Service Toolkit 2 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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? - ✔✔Run iOS diagnostics before and
after performing a modular repair, before restoring the customer's device, and before
selling AppleCare+ (where available). As a best practice, run iOS diagnostics whenever
you are able.
If you cannot run diagnostics, for example if a device will not power on, update case
notes with the the reason why diagnostics could not be run.
✔✔MRI - ✔✔Mobile Resource Inspector (MRI) is a quick triage tool that checks for the
presence of hardware components and performs a series of short tests to verify
hardware functionality. Suggested uses: during initial triage of all devices, before and
after any modular repairs, after restoring a phone, and before selling AppleCare+
(where available).
✔✔Customer states that her iPhone 8 frequently drops calls. Which would be the most
appropriate diagnostic suite to run? - ✔✔Call Performance
✔✔Customer is concerned about short battery life on their iPhone X. Which would be
the most appropriate diagnostic suite to run? - ✔✔Battery Usage
✔✔Apple requires this diagnostic tool to be run before and after an iPhone modular
repair, before attempting a restore, and before selling AppleCare+ (where available). -
✔✔Mobile Resource Inspector (MRI)
✔✔Customer states that they are unable to switch from the wide angle lens (1X) to the
telephoto lens (2X) when taking a picture in the camera app on their iPhone X. What
diagnostic tool should you run to resolve the issue? - ✔✔Rear Camera Calibration
✔✔After running the Battery Usage test on a customer's iPhone 8 Plus, you see the
message, "an error occurred when attempting to run the test." What should you do? -
✔✔Re-run the Battery Usage test.
✔✔Triage - ✔✔Triage refers to the act of quickly and efficiently evaluating the device's
symptoms. Triage requires you to:
reproduce the device issue
determine the extent of the device issue
determine the cause of the device issue
determine if the issue is caused by software, hardware, environment, or user action
which requires education
✔✔Key Points for Post-Repair Verification - ✔✔Run diagnostic tools for post-repair
verification when Repair is complete, after reassembly:
For iOS devices, run the recommended AST 2 diagnostic based on the same unit repair
that was performed. Refer to Diagnostics Mode in GSX for more information.
AND SOLUTIONS RATED A+
✔✔What are some features of Continuity? (Four Answers) - ✔✔Handoff, Universal
Clipboard, Instant Hotspot, Auto Unlock
✔✔What service is required to use Continuity? - ✔✔iCloud
✔✔Finn wants to use Instant Hotspot on his Mac while tethered to his iPhone. He does
not see a Personal Hotspot option in his iPhone under Settings > Cellular. What would
you suggest he do? - ✔✔Contact his carrier to see if he has a plan that supports
Personal Hotspot
✔✔Holly copied text from a news article in Safari on her iPhone. She wants to paste it in
a paper she is writing in Pages on her Mac. She has Continuity enabled. What is the
best way to move the text over? - ✔✔After copying the text on her iPhone, she should
be able to open her paper in Pages on the Mac, then paste the text
✔✔What must be done on iPhone to allow the text messages sent and received to
appear on other devices? (Three Answers) - ✔✔Go to Settings > Messages > Text
Message Forwarding, then choose 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? -
✔✔This model of Mac is not compatible with Handoff
✔✔Key Points in Continuity - ✔✔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 - ✔✔Apple Service Toolkit 2 (AST 2)
✔✔Mac Diagnostics - ✔✔Apple Service Toolkit 1 (AST 1)
Apple Service Diagnostic (ASD)
✔✔Customer Mac Diagnostics - ✔✔Apple Diagnostics
Apple Hardware Test (AHT)
✔✔Apple Service Toolkit 2 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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 - ✔✔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? - ✔✔Run iOS diagnostics before and
after performing a modular repair, before restoring the customer's device, and before
selling AppleCare+ (where available). As a best practice, run iOS diagnostics whenever
you are able.
If you cannot run diagnostics, for example if a device will not power on, update case
notes with the the reason why diagnostics could not be run.
✔✔MRI - ✔✔Mobile Resource Inspector (MRI) is a quick triage tool that checks for the
presence of hardware components and performs a series of short tests to verify
hardware functionality. Suggested uses: during initial triage of all devices, before and
after any modular repairs, after restoring a phone, and before selling AppleCare+
(where available).
✔✔Customer states that her iPhone 8 frequently drops calls. Which would be the most
appropriate diagnostic suite to run? - ✔✔Call Performance
✔✔Customer is concerned about short battery life on their iPhone X. Which would be
the most appropriate diagnostic suite to run? - ✔✔Battery Usage
✔✔Apple requires this diagnostic tool to be run before and after an iPhone modular
repair, before attempting a restore, and before selling AppleCare+ (where available). -
✔✔Mobile Resource Inspector (MRI)
✔✔Customer states that they are unable to switch from the wide angle lens (1X) to the
telephoto lens (2X) when taking a picture in the camera app on their iPhone X. What
diagnostic tool should you run to resolve the issue? - ✔✔Rear Camera Calibration
✔✔After running the Battery Usage test on a customer's iPhone 8 Plus, you see the
message, "an error occurred when attempting to run the test." What should you do? -
✔✔Re-run the Battery Usage test.
✔✔Triage - ✔✔Triage refers to the act of quickly and efficiently evaluating the device's
symptoms. Triage requires you to:
reproduce the device issue
determine the extent of the device issue
determine the cause of the device issue
determine if the issue is caused by software, hardware, environment, or user action
which requires education
✔✔Key Points for Post-Repair Verification - ✔✔Run diagnostic tools for post-repair
verification when Repair is complete, after reassembly:
For iOS devices, run the recommended AST 2 diagnostic based on the same unit repair
that was performed. Refer to Diagnostics Mode in GSX for more information.
