220-1101 Mobile Devices Troubleshooting — Timed 10 Questions

Question 1

A user reports that their iPhone 13 will not charge when plugged into the charging port. The user has tried different cables and power adapters, but the phone still does not charge. The phone's screen and buttons work normally. Which of the following is the most likely cause?

Accepted Answer

The Lightning port is clogged with debris. Since the user has already ruled out the cable and adapter, the issue is likely with the phone itself. A common problem is debris or lint compacted in the Lightning port, preventing a proper connection. Cleaning the port carefully can often resolve this.

Answer

The battery is completely dead and needs replacement

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The operating system is corrupted

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The phone's wireless charging coil is damaged

Question 2

A user reports that their smartphone's screen is flickering and has vertical lines. The phone has not been dropped or exposed to water. Which of the following is the most likely cause of this issue?

Accepted Answer

The display cable is loose or damaged. Screen flickering and vertical lines are classic symptoms of a failing display or a loose internal display cable. Since there was no physical trauma, a loose connection or a manufacturing defect in the display assembly is the most probable cause.

Answer

A software glitch caused by a recent app update

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The battery is swelling and pressing against the display

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The phone's processor is overheating

Question 3

A technician is troubleshooting a laptop that powers on but displays a black screen with no boot activity. The technician hears the fan spinning and sees the power LED is on. Which of the following steps should the technician perform next to isolate the issue?

Accepted Answer

Connect an external monitor. A black screen with power but no boot suggests a hardware issue, often with the display or memory. Connecting an external monitor can quickly determine if the problem is with the laptop's LCD panel or the video output. If the external monitor works, the internal display or its cable is likely faulty.

Answer

Reseat the RAM modules

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Replace the LCD panel

Answer

Reinstall the operating system

Question 4

A user complains that their laptop's Wi-Fi connection is extremely slow and keeps dropping, but other devices on the same network work fine. The laptop is an older model running Windows 10. Which of the following should the technician try first?

Accepted Answer

Update the Wi-Fi driver. An outdated or corrupted Wi-Fi driver is a common cause of connectivity issues on older laptops. Updating the driver is a software-level fix that is quick and non-invasive, and it often resolves intermittent connectivity problems.

Answer

Replace the laptop's Wi-Fi card

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Disable the firewall

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Reset the router

Question 5

A technician is troubleshooting a laptop that has a blinking battery light and will not power on, even when plugged into AC power. The technician has already verified the AC adapter is working on another laptop. Which component is most likely faulty?

Accepted Answer

The battery. A blinking battery light often indicates a battery or charging circuit error. Since the AC adapter is known to be good, the issue is likely with the laptop's internal battery, the DC jack, or the charging circuit on the motherboard. The battery is the most common failure point.

Answer

The CPU

Answer

The RAM

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The hard drive

Question 6

A technician is configuring a new Android tablet for a warehouse employee. The employee will use the tablet to scan barcodes and access a web-based inventory system. The tablet needs to stay connected to the Wi-Fi network even when the screen is off to receive updates. Which setting should the technician configure?

Accepted Answer

Enable 'Keep Wi-Fi on during sleep' and set it to 'Always'. Android devices have a power-saving feature that disconnects Wi-Fi when the screen is off to save battery. To ensure the tablet stays connected, the technician must change the 'Keep Wi-Fi on during sleep' setting to 'Always'.

Answer

Set the screen timeout to 30 minutes

Answer

Disable Bluetooth

Answer

Install a third-party app to keep the screen on

Question 7

A customer brings in a tablet that will not turn on. The technician presses the power button and sees no response. The tablet was working earlier in the day. What is the first step the technician should take to troubleshoot this issue?

Accepted Answer

Connect the tablet to a charger and wait a few minutes. The most logical first step is to ensure the device has power; a drained battery is a common cause of a device not turning on. Checking the charge level and attempting to charge it is a simple, non-invasive test that can quickly identify the problem.

Answer

Replace the battery immediately

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Perform a hard reset by holding the power and volume buttons

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Open the tablet and inspect the motherboard for damage

Question 8

A user reports that their laptop's touchpad is not working properly. The cursor jumps around randomly when they try to use the touchpad. An external mouse works fine. Which of the following should the technician do first?

Accepted Answer

Clean the touchpad surface with a soft cloth. Cursor jumping is often caused by a dirty or greasy touchpad surface. Cleaning the touchpad with a soft, lint-free cloth is the simplest and most effective first step before considering driver or hardware issues.

Answer

Update the touchpad driver

Answer

Disable the touchpad in Device Manager and re-enable it

Answer

Replace the touchpad

Question 9

A user reports that their smartphone's battery drains very quickly, even when the phone is idle. The phone is less than a year old. Which of the following is the most likely cause of this issue?

Accepted Answer

An app is running in the background and consuming power. A common cause of rapid battery drain on smartphones is apps running in the background, especially after an OS update that may change permissions or app behavior. Checking battery usage statistics can help identify the culprit.

Answer

The battery is defective and needs replacement

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The screen brightness is set too high

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The phone is infected with a virus

Question 10

A user reports that their Android smartphone's touchscreen is unresponsive after they dropped it. The screen is not cracked, and the device powers on normally. Which of the following is the most likely cause of the touchscreen issue?

Accepted Answer

The digitizer is damaged. A drop can easily damage the digitizer layer, which is responsible for detecting touch input, even if the glass display remains intact. The LCD/OLED panel may still function for display, but without a working digitizer, touch input will not register.

Answer

The LCD panel is damaged

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The battery is swollen

Answer

The operating system is corrupted