220-1201 Mobile Devices Troubleshooting Practice Test 2 — 15 Questions

Question 1

A technician is troubleshooting a laptop that emits a series of beeps (one long, two short) on startup and displays nothing on the screen. The laptop was working fine until the user installed a new RAM module. What is the most likely cause?

Accepted Answer

The new RAM module is incompatible with the laptop's chipset. One long and two short beeps is a common BIOS POST code indicating a video or display adapter issue. However, since the problem started after installing RAM, it is likely that the RAM module is incompatible or not seated properly, causing a memory-related POST failure that manifests as a video error code on some systems.

Answer

The laptop's display cable has become disconnected

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The laptop's CMOS battery is dead

Answer

The user accidentally damaged the motherboard when installing the RAM

Question 2

A user complains that their laptop's built-in webcam is not working in video conferencing apps. The device manager shows the camera as 'disabled'. The technician enables it, but the camera still shows a black screen in apps. What should the technician do next?

Accepted Answer

Check for a physical privacy shutter on the webcam and verify Windows camera privacy settings. Even if the camera is enabled in Device Manager, the privacy shutter or a privacy setting in the OS (like Windows Camera privacy settings) can block the camera. Checking the physical shutter and OS privacy settings is the logical next step.

Answer

Uninstall and reinstall the camera driver

Answer

Replace the webcam module

Answer

Update the laptop's BIOS

Question 3

A user reports that their Android smartphone's touchscreen is unresponsive after they dropped it in a puddle. The device powers on, but the display shows distorted colors and the touch input does not register at all. What is the most likely cause of this issue?

Accepted Answer

The digitizer and LCD have been damaged by liquid ingress. Water damage can cause short circuits and corrosion on the display digitizer and LCD panel, leading to both touch unresponsiveness and visual distortion. Powering on a wet device often worsens the damage. The correct answer focuses on the digitizer and LCD failure due to liquid ingress.

Answer

The device's battery is swollen and pressing against the display

Answer

The device's operating system has corrupted due to water exposure

Answer

The screen protector is trapping moisture and blocking touch input

Question 4

A technician is troubleshooting a laptop that has a blank screen after the user closed the lid and then reopened it. The laptop's power LED is on, and the fan is spinning. Pressing keys does not wake the display. What should the technician do first?

Accepted Answer

Perform a hard reset by holding the power button for 10-15 seconds. This scenario describes a classic 'lid sensor' or 'display not waking' issue. The laptop is on (power LED, fan), but the display is blank. The first step should be to perform a hard reset by holding the power button to force a shutdown, then power on again. This can clear a hung state.

Answer

Replace the LCD panel

Answer

Reseat the RAM modules

Answer

Check the laptop's lid sensor for damage

Question 5

A technician is troubleshooting a Samsung Galaxy tablet that has a cracked screen but still responds to touch. The user wants to transfer data to a new tablet. The technician connects the tablet to a PC via USB, but the PC does not recognize the device. What is the most likely reason?

Accepted Answer

The tablet is in USB charging-only mode and cannot be changed due to the cracked screen. When a device's screen is cracked, the digitizer may still work, but the user might not be able to change USB settings from 'Charging only' to 'File transfer' if the touch input is needed for that selection. This is a common scenario where the default USB mode prevents data access.

Answer

The USB cable is defective

Answer

The tablet's USB port is damaged from the drop

Answer

The PC lacks the proper Samsung USB drivers

Question 6

A user complains that their Android tablet's touchscreen is unresponsive in a vertical strip down the middle of the screen, but the rest of the screen works fine. They have restarted the device and removed the screen protector. What is the most likely cause?

Accepted Answer

The digitizer is damaged.. A vertical strip of unresponsive touch input is a classic sign of a damaged digitizer. The digitizer is the layer that detects touch, and it can be physically damaged (cracked internally) even if the glass appears intact. Software issues typically cause full unresponsiveness or erratic behavior, not a precise dead zone.

Answer

A software glitch in the touchscreen driver.

Answer

The screen protector is causing interference.

Answer

The LCD panel is failing.

Question 7

A technician is troubleshooting a Samsung Galaxy tablet that will not rotate the screen when the device is turned sideways. Auto-rotate is enabled in the settings, and the screen rotates correctly in safe mode. What is the most likely cause?

Accepted Answer

A third-party app is preventing rotation.. Since auto-rotate works in safe mode, the hardware (accelerometer) is functional. The issue is caused by a third-party app or a system setting that is interfering with rotation. Safe mode disables third-party apps, so the problem is likely a recently installed app that is locking the orientation or a setting within an app that overrides system rotation.

Answer

The accelerometer is faulty.

Answer

The auto-rotate setting is only enabled for certain apps.

Answer

The tablet's gyroscope needs calibration.

Question 8

A technician is setting up a new Android tablet for a field sales representative. The tablet needs to connect to the internet via a cellular data plan. The technician inserts a nano-SIM card from the company's carrier, but the tablet shows 'No SIM card' in the status bar. The SIM card works in another tablet. What is the most likely cause?

Accepted Answer

The SIM card is not fully inserted or is inserted incorrectly.. If the SIM card works in another device, the issue is with the tablet itself. The most common cause is that the SIM card is not fully seated or is inserted incorrectly. Some tablets use a tray that requires the SIM to be oriented a specific way. A less common cause is a faulty SIM slot, but that should be checked after verifying correct insertion.

Answer

The tablet's cellular radio is disabled in the settings.

Answer

The SIM card is not compatible with the tablet's LTE bands.

Answer

The tablet requires a software update to enable cellular functionality.

Question 9

A user complains that their laptop's touchpad cursor jumps erratically while typing. They have cleaned the touchpad surface, but the issue persists. Which configuration change should you try first?

Accepted Answer

Enable the 'Ignore accidental touches' or 'PalmCheck' feature in the touchpad settings.. Erratic cursor movement while typing is a classic sign of palm rejection not working correctly. The most common fix is to enable the 'disable touchpad while typing' feature in the touchpad settings. This prevents accidental input from the user's palms during typing.

Answer

Increase the touchpad sensitivity in the operating system settings.

Answer

Update the touchpad driver from the manufacturer's website.

Answer

Disable the touchpad entirely and use an external mouse.

Question 10

A customer reports that their Android smartphone's screen remains black when they press the power button, but the device vibrates when receiving calls. They have already tried a force restart by holding Power+Volume Down for 15 seconds. What should you do next to isolate the issue?

Accepted Answer

Connect the phone to a known-good external monitor via USB-C to test video output.. This scenario points to a display or backlight failure, not a total system crash. The device is operational (vibrates), so the problem is likely with the LCD, backlight, or display cable. Testing with an external display or checking for physical damage is the logical next step.

Answer

Replace the battery immediately.

Answer

Perform a factory reset from recovery mode.

Answer

Reinstall the operating system using a PC.

Question 11

A user reports that their laptop's built-in webcam is not working in any application. The device manager shows the camera with a yellow exclamation mark. The technician has already updated the driver to the latest version, but the issue persists. What should the technician do next?

Accepted Answer

Check the laptop's physical privacy shutter or function key (e.g., Fn+F10) that may disable the camera.. A yellow exclamation mark in Device Manager indicates a driver problem, but since updating the driver did not help, the issue may be a hardware conflict or a disabled device. The next step is to check if the webcam is physically disabled via a function key (e.g., Fn+F10) or a privacy shutter. Many laptops have a hardware switch or a keyboard shortcut to disable the camera for privacy.

Answer

Uninstall the webcam driver from Device Manager and restart the laptop to let Windows reinstall it automatically.

Answer

Replace the webcam module.

Answer

Disable and re-enable the webcam in Device Manager.

Question 12

A technician is deploying 20 new tablets for a hospital's nursing staff. After configuring Wi-Fi and email, they find that the tablets will not connect to the corporate 5 GHz wireless network, only to the 2.4 GHz network. All tablets are the same model. What is the most likely cause?

Accepted Answer

The tablets only support 802.11b/g/n on the 2.4 GHz band and lack 5 GHz hardware support.. This is a common deployment issue where the device's wireless radio supports 2.4 GHz but not 5 GHz, or the 5 GHz channel is not supported. Older or budget tablets may lack 5 GHz capability, or the corporate network may use a 5 GHz channel (e.g., DFS channels) that the tablet's radio cannot use. Checking the tablet's Wi-Fi specifications is the correct first step.

Answer

The 5 GHz SSID is hidden and requires manual entry.

Answer

The corporate 5 GHz network requires 802.1X authentication that is not configured on the tablets.

Answer

The tablets have a defective Wi-Fi antenna.

Question 13

A technician is troubleshooting a Lenovo ThinkPad that will not turn on. When the power button is pressed, the keyboard lights flash briefly, then nothing. The battery is known to be charged. After removing the battery and holding the power button for 30 seconds, the laptop still does not power on. What should the technician try next?

Accepted Answer

Connect the laptop to a known-good AC adapter and try to power on without the battery installed.. This is a classic symptom of residual charge in the capacitors preventing a proper boot. The 'remove battery and hold power button' step discharges the system. If that fails, the next step is to test with a known-good AC adapter, as the internal charging circuit may be faulty. If that also fails, the motherboard or power button may be defective.

Answer

Replace the CMOS battery.

Answer

Reseat the RAM modules.

Answer

Perform a hard reset by disconnecting the internal battery (if accessible) and holding the power button for 60 seconds.

Question 14

A user reports that their iPhone 13 will not charge when plugged into the USB-C port on their company-issued laptop, but it charges normally from the wall adapter. The laptop's USB-C port works with other devices. What is the most likely issue?

Accepted Answer

The laptop's USB-C port does not support Apple's Power Delivery (PD) protocol.. This is a classic power delivery negotiation issue. iPhones use a proprietary charging protocol over USB-C (or Lightning). The laptop's USB-C port may not support the Apple-specific charging profile or may not provide enough power (e.g., only 5V/0.5A). The wall adapter provides the correct voltage and current for the iPhone.

Answer

The iPhone's Lightning-to-USB-C cable is faulty.

Answer

The iPhone's charging port is clogged with debris.

Answer

The laptop's USB-C driver is outdated.

Question 15

A user reports that their laptop's battery life has dropped significantly over the past month. The battery now lasts only 30 minutes on a full charge. The technician runs a battery report and finds that the design capacity is 50,000 mWh, but the full charge capacity is only 12,000 mWh. What is the most likely conclusion?

Accepted Answer

The battery has reached the end of its useful life and needs to be replaced.. The battery report shows a severe reduction in full charge capacity compared to design capacity. This indicates the battery has degraded significantly, likely due to age, heat, or charging cycles. A battery with a full charge capacity below 80% of design capacity is considered worn out and should be replaced. There is no software fix for this hardware degradation.

Answer

The battery calibration is off and needs to be recalibrated by fully discharging and recharging.

Answer

A background process is consuming excessive power, draining the battery quickly.

Answer

The laptop's power adapter is not providing enough voltage to charge the battery fully.