220-1101 Mobile Device Application Support — 20 Questions

Question 1

A user reports that after a recent iOS update, their banking app crashes every time they try to log in. Other apps work fine. The app was working before the update. What is the most likely cause and solution?

Accepted Answer

The banking app is not compatible with the new iOS version and needs an update from the developer.. This question tests understanding of app compatibility with OS updates. iOS updates can deprecate APIs or change security requirements, causing older apps to crash. The app developer must release an update to support the new OS. The technician should check for an app update in the App Store, as the developer likely has a fix.

Answer

The iOS update corrupted the app's data; reinstalling the app will fix it.

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The user's account has been locked due to multiple failed login attempts.

Answer

The iOS update changed the device's security settings, blocking the app.

Question 2

A user on a corporate iPhone cannot receive push notifications from the company's email app, even though notifications are enabled in the app settings. Other apps on the phone receive notifications normally. What should the technician check first?

Accepted Answer

Check the notification settings for the email app in iOS Settings.. This question tests troubleshooting of mobile app notifications. Since only one app is affected, the issue is likely app-specific. Checking the app's notification settings within iOS (Settings > Notifications > [App]) is the correct first step, as the user may have enabled notifications in the app but iOS-level permissions could be blocking them.

Answer

Verify that the device is not in Do Not Disturb mode.

Answer

Reinstall the email app to reset its configuration.

Answer

Update the iPhone to the latest iOS version.

Question 3

A technician is configuring a company-issued Android tablet for a field worker. The worker needs to use a specific business app that requires location access to log job sites. What should the technician do to ensure the app works correctly?

Accepted Answer

Grant the location permission when the app requests it.. This question tests understanding of mobile app permissions. For an app that needs location data to function, the technician must grant the location permission when prompted or via settings. Denying or ignoring the permission will prevent the app from accessing location services, leading to malfunction.

Answer

Disable location services to save battery.

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Install a third-party location spoofing app.

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Set the tablet to Airplane mode to prevent network interference.

Question 4

A user complains that their iOS device's screen brightness automatically dims when using a particular streaming app, but stays normal with other apps. The auto-brightness setting is enabled. What is the most likely reason?

Accepted Answer

The app has its own brightness control that is set to dim.. This question tests knowledge of app-specific settings and OS features. Some apps, especially media players, have built-in brightness controls that override system settings. The app may have its own brightness slider or adaptive feature that dims the screen to enhance video viewing. Checking the app's settings is the correct approach.

Answer

The app is using HDR content, which requires lower brightness.

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The device's ambient light sensor is malfunctioning.

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The device is overheating and throttling brightness.

Question 5

A user reports that their Android phone will not install an app from the Google Play Store. The device has plenty of storage space and a strong internet connection. What is the most likely cause of this issue?

Accepted Answer

The device's operating system version is too old for the app.. This question tests knowledge of common mobile app installation issues. The most likely cause is that the device's operating system is too old to support the app, as app developers often set minimum OS requirements. Checking the app's compatibility with the device's OS version is a standard troubleshooting step.

Answer

The app is not compatible with the device's screen resolution.

Answer

The Google Play Store app needs to be reinstalled.

Answer

The user is not signed into their Google account.

Question 6

A company uses a custom Android app that stores data locally. After a recent OS update, the app fails to write data to the internal storage, but it can read existing data. The app has all necessary permissions. What is the most likely cause?

Accepted Answer

The OS update introduced scoped storage restrictions that the app does not support.. This question tests advanced knowledge of Android storage changes. Starting with Android 11, scoped storage restrictions limit how apps access shared storage. Even with permissions, apps may need to use specific APIs (like MediaStore or SAF) to write files. The app likely needs an update to comply with the new storage model.

Answer

The internal storage is full and cannot accept new data.

Answer

The app's cache needs to be cleared to free up space.

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The device's SD card has been removed.

Question 7

A customer brings in an iPhone that is running iOS 15 and complains that a newly released app crashes immediately upon launch. The app requires iOS 16 or later. What is the best solution?

Accepted Answer

Update the iPhone to iOS 16 or later.. This question focuses on app compatibility with mobile operating systems. Since the app requires a newer iOS version, the only viable solution is to update the device to iOS 16 if supported. If the iPhone model cannot support iOS 16, the app cannot be used. This highlights the importance of checking system requirements before installation.

Answer

Reinstall the app from the App Store.

Answer

Restart the iPhone to clear temporary files.

Answer

Download an older version of the app from a third-party site.

Question 8

A technician is setting up a kiosk mode on an Android tablet for a retail display. The tablet will run a single app that customers use to browse products. After enabling kiosk mode via a third-party app, the tablet reboots and the kiosk app does not start automatically. What should the technician verify?

Accepted Answer

The kiosk app is set as the default home screen app.. This question involves mobile device management and kiosk configuration. Kiosk mode apps often need to be designated as the default launcher or have device admin privileges to start on boot. The technician should check that the kiosk app is set as the default home app in Android settings, as this ensures it launches automatically after reboot.

Answer

The tablet is connected to Wi-Fi for app updates.

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The tablet's battery is fully charged.

Answer

The kiosk app is installed on the SD card.

Question 9

A technician is deploying a new Android app across several company tablets. The app requires access to the device's camera to scan barcodes. During testing, the app fails to open the camera on one tablet but works on others. What is the most likely cause?

Accepted Answer

The camera permission for the app has been denied.. This question focuses on mobile app permissions and hardware access. Since the app works on other tablets, the issue is specific to the failing device. The most common cause is that the camera permission was denied for that app. Checking and granting the permission in Settings should resolve it.

Answer

The tablet's camera hardware is defective.

Answer

The app is not compatible with the tablet's Android version.

Answer

The tablet's storage is full, preventing the app from saving photos.

Question 10

A user reports that after installing a new app on their Android phone, the device has become noticeably slower and the battery drains faster. What is the most likely cause?

Accepted Answer

The app is running background services that consume resources.. This question addresses common symptoms of poorly optimized or malicious apps. A newly installed app that runs background processes or has bugs can consume CPU cycles and battery, causing performance degradation. The first troubleshooting step is to uninstall the app and observe if the issue resolves.

Answer

The app is a known malware that steals personal data.

Answer

The phone's storage is full from the app installation.

Answer

The app requires a newer version of Android.

Question 11

A user reports that their iPad will not rotate the screen when the device is turned sideways, even though rotation lock is off. The issue started after a recent iOS update. What is the most likely cause?

Accepted Answer

The rotation lock is enabled in the Control Center.. This question tests knowledge of iOS settings and app-specific behavior. The most common cause after an update is that the setting for rotation lock is enabled at the system level (Control Center), not just in the app. The other options are less likely given the timing.

Answer

The accelerometer sensor is damaged.

Answer

The app being used does not support landscape mode.

Answer

The iOS update corrupted the display driver.

Question 12

A user's iPhone 14 cannot make or receive calls, but can send iMessages and use the internet. The user has not changed any settings recently. What is the most likely cause?

Accepted Answer

The carrier settings need to be updated.. This scenario isolates a specific cellular issue. iMessages and internet work over Wi-Fi or cellular data, but calls require the cellular voice network. A software update can sometimes corrupt carrier settings, which are separate from iOS settings. The other options would affect data as well.

Answer

The phone is in Airplane Mode.

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The SIM card is damaged.

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The phone's microphone is broken.

Question 13

A user's Android phone is running slowly and frequently shows 'App not responding' messages. The user has not installed any new apps recently. What should a technician do first?

Accepted Answer

Check for available OS and app updates.. This scenario requires systematic troubleshooting. Checking for OS and app updates is a safe, non-destructive first step, as updates often fix performance bugs. Clearing cache is also valid but less likely to address underlying issues.

Answer

Perform a factory reset.

Answer

Uninstall all recently used apps.

Answer

Replace the phone's battery.

Question 14

A technician is setting up a new Android tablet for a point-of-sale system. The tablet must stay on and connected to Wi-Fi at all times, even when the screen is off. Which setting should the technician adjust?

Accepted Answer

Configure 'Keep Wi-Fi on during sleep' to 'Always'.. This question tests advanced Android power management. The 'Keep Wi-Fi on during sleep' setting prevents the device from disconnecting from Wi-Fi when the screen turns off, which is critical for a POS system. The other options do not address the specific requirement.

Answer

Disable the 'Adaptive battery' feature.

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Set the screen timeout to 'Never'.

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Enable 'Developer options' and set 'Stay awake'.

Question 15

A technician is configuring a corporate iPhone for a new executive. The user needs to access company email, calendar, and contacts, but the company requires that all data be encrypted and the device be remotely wipeable. Which configuration step is essential?

Accepted Answer

Enable the device's passcode and Touch ID/Face ID.. This question tests knowledge of iOS enterprise features. Enabling a passcode and using MDM are both needed, but the passcode is the prerequisite for encryption and remote wipe. The other options are not directly related to encryption or remote management.

Answer

Install a third-party antivirus app.

Answer

Disable iCloud backup for the device.

Answer

Set up a VPN connection for all traffic.

Question 16

A technician is deploying 50 company-owned Android tablets for field workers. The tablets must only run a single custom business app and prevent users from accessing any other apps or settings. Which configuration method should the technician use?

Accepted Answer

Use a Mobile Device Management (MDM) solution to configure kiosk mode.. This question covers Android enterprise deployment and kiosk mode. Kiosk mode (or single-app mode) is designed to lock a device to one app, ideal for dedicated-use devices. Factory reset or standard settings cannot achieve this level of restriction.

Answer

Enable 'Developer options' and set the app as the default launcher.

Answer

Perform a factory reset and install only the custom app.

Answer

Remove the Google Play Store app from the device.

Question 17

A customer reports that their Android phone's email app crashes whenever they try to open an attachment from a work email. The app worked fine last week. What is the most likely cause of this issue?

Accepted Answer

The email app's cache or data is corrupted.. This question tests the ability to identify common app problems. An app that was working and then stops often points to a corrupted cache or data, which can be cleared in Settings without reinstalling. The other options are less likely because the app worked recently and the issue is specific to attachments.

Answer

The email server is blocking attachments.

Answer

The phone's operating system needs to be updated.

Answer

The attachment is too large for the phone to handle.

Question 18

A technician is troubleshooting an Android phone that fails to connect to a corporate Wi-Fi network using WPA2-Enterprise with PEAP. The phone connects to other Wi-Fi networks without issue. What is the most likely cause?

Accepted Answer

The CA certificate for the network is not installed or trusted.. This question tests advanced Wi-Fi configuration knowledge. WPA2-Enterprise with PEAP requires a valid CA certificate to verify the server. If the certificate is missing or untrusted, the connection will fail. The other options would affect all networks or are less specific.

Answer

The Wi-Fi adapter is faulty.

Answer

The phone's date and time are incorrect.

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The phone is using a static IP address.

Question 19

A user reports that their Android phone's battery drains quickly after installing a new social media app. The phone worked fine before. What is the most efficient first troubleshooting step?

Accepted Answer

Check the app's permissions and disable background activity.. This is a common battery drain issue. Checking the app's permissions (especially background activity) is the quickest way to identify if the app is misbehaving. Uninstalling is effective but not the first step, and a factory reset is too drastic.

Answer

Uninstall the social media app immediately.

Answer

Perform a factory reset of the device.

Answer

Update the phone's operating system.

Question 20

A user has an iPhone that will not install a new app from the App Store, displaying a message that the app is 'unable to be installed'. The device has plenty of free storage. What should a technician check first?

Accepted Answer

Verify that the Apple ID is not locked or restricted.. This scenario tests basic iOS troubleshooting. When an app fails to install despite free space, the most common cause is a network restriction or Apple ID issue. Checking the Apple ID account status is the first logical step.

Answer

Check if the app is compatible with the iOS version.

Answer

Reset the phone's network settings.

Answer

Perform a factory reset of the device.