220-1102 Mobile OS and App Troubleshooting — 10 Questions

Question 1

A technician is investigating a security incident where a user's corporate email account was accessed from an unknown device. The user's iPhone shows no suspicious apps, and the password was recently changed. Which of the following is the MOST likely cause?

Accepted Answer

An OAuth token or app-specific password was stolen and used to access the account.. Option B is correct because OAuth tokens or app-specific passwords bypass the need for the primary password, allowing persistent access even after a password change. Since the user's iPhone shows no suspicious apps and the password was recently changed, a stolen token is the most plausible vector for unauthorized email access via Exchange ActiveSync or modern authentication.

Answer

The user's iCloud account was compromised, and the email is synced via Exchange.

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The user's iPhone has a jailbreak that hides malicious apps.

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The corporate email server has a backdoor account.

Question 2

A user reports that their Android phone's battery drains rapidly after a recent app update. They have already tried restarting the device. Which of the following should a technician recommend FIRST to diagnose the issue?

Accepted Answer

Check battery usage in Settings to identify the app consuming the most power.. Option B is correct because the first step in diagnosing rapid battery drain after an app update is to use the built-in battery usage tool in Android Settings. This tool provides a per-app breakdown of power consumption, allowing the technician to identify which specific app is consuming excessive energy without making invasive changes. Restarting the device already failed to resolve the issue, so checking battery stats is the logical next step before any destructive or restrictive actions.

Answer

Perform a factory reset.

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Replace the battery immediately.

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Disable all background data.

Question 3

A technician is configuring a kiosk mode on a company-owned Android tablet for customer use. After enabling the dedicated device management app, the tablet still allows users to exit the kiosk app by pressing the home button. Which setting did the technician MOST likely overlook?

Accepted Answer

The 'Lock task mode' or 'Pin app' feature.. The technician enabled the dedicated device management app but did not activate Android's 'Lock task mode' (or 'Pin app' feature). This mode is required to pin the kiosk app to the foreground and block system navigation keys (Home, Recent Apps), preventing users from exiting the app. Without it, the Home button remains functional, allowing escape from the kiosk environment.

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The tablet's screen timeout setting.

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The tablet's Wi-Fi configuration.

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The device's date and time settings.

Question 4

A user reports that their Android phone's Bluetooth keeps disconnecting from their car's hands-free system. The technician has already cleared the Bluetooth cache and re-paired the devices. What should the technician do NEXT?

Accepted Answer

Update the car's infotainment system firmware.. Option B is correct because after basic troubleshooting (cache clear and re-pair) fails, the next logical step is to check for firmware updates on the car's infotainment system. Bluetooth connectivity issues between a phone and a car are often caused by incompatibilities or bugs in the car's Bluetooth stack, which can be resolved by updating the car's firmware. The technician should prioritize updating the car's system before considering hardware replacement or more drastic phone resets.

Answer

Perform a factory reset on the phone.

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Replace the phone's Bluetooth antenna.

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Disable Bluetooth power saving mode on the phone.

Question 5

A customer complains that their iPhone's Wi-Fi keeps disconnecting and reconnecting. They have already rebooted the phone and the router. Which of the following is the MOST likely cause?

Accepted Answer

The phone's Wi-Fi profile is corrupted.. This scenario tests knowledge of common mobile Wi-Fi issues. After basic steps, forgetting and reconnecting to the network often resolves profile corruption or authentication problems.

Answer

The phone's SIM card is faulty.

Answer

The Wi-Fi network password was changed recently.

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The phone's operating system needs a full restore via iTunes.

Question 6

A technician is configuring a company-issued iPhone for a new employee. After setting up the email account, the employee says they cannot receive emails, but they can send them. Which setting should the technician check first?

Accepted Answer

The incoming mail server (IMAP/POP3) settings.. The symptom—able to send but not receive emails—indicates a problem with the incoming mail server configuration. Sending uses SMTP (outgoing), while receiving uses IMAP or POP3 (incoming). The technician should first verify the incoming mail server settings (server hostname, port, SSL/TLS, and authentication) because a misconfiguration there would prevent the device from downloading new messages.

Answer

The outgoing mail server (SMTP) settings.

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The device's date and time settings.

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The phone's VPN configuration.

Question 7

A user is unable to install a new app on their Android tablet because the device claims there is 'insufficient storage,' even though they have deleted several large files. What is the most likely reason for this error?

Accepted Answer

The deleted files are still in the recycle bin or trash folder, taking up space.. On Android devices, deleted files are moved to a recycle bin or trash folder (e.g., in the Files by Google app or the Gallery app's trash), not permanently erased. The system still counts these files as occupied storage until the trash is emptied, so even after deleting large files, the available space remains unchanged, causing the 'insufficient storage' error during app installation.

Answer

The device's SD card is corrupted.

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The app is incompatible with the Android version.

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The tablet's battery is too low to complete the installation.

Question 8

A technician is troubleshooting an iPhone that fails to activate after a software update. The phone displays 'Activation Error' and the SIM card is known to be working. Which of the following steps should the technician perform FIRST?

Accepted Answer

Check Apple's System Status page for activation server outages.. The 'Activation Error' after a software update typically indicates that the iPhone cannot reach Apple's activation servers to verify its eligibility. Since the SIM card is known to be working, the most logical first step is to check Apple's System Status page to rule out a server-side outage, which is a common cause of activation failures and can be resolved without any device-side intervention.

Answer

Replace the SIM card with a new one.

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Restore the iPhone using iTunes or Finder.

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Reset the iPhone's network settings.

Question 9

An employee's company-issued Android phone is suddenly displaying pop-up ads even when no browser is open. The employee claims they only downloaded apps from the official Google Play Store. Which of the following is the MOST likely cause?

Accepted Answer

A recently installed app has been granted 'Draw over other apps' permission.. The 'Draw over other apps' permission allows an app to display content on top of other applications, including the home screen and lock screen. This is a common technique used by adware and malicious apps to serve persistent pop-up ads even when no browser is open, as the app can draw its own window outside of the normal app lifecycle. Since the employee only downloaded from Google Play, this permission abuse is the most likely cause, as even Play Store apps can be granted this permission by the user during installation or runtime.

Answer

The phone's firmware is outdated.

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The phone's Wi-Fi network is infected with malware.

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The phone's screen has a hardware defect causing ghost touches.

Question 10

A user reports that their Android phone's screen is unresponsive to touch, but the buttons and notification LED still work. They have already performed a forced restart. What should the technician do NEXT?

Accepted Answer

Boot the phone into Safe Mode to check if the issue persists.. This scenario tests troubleshooting touchscreen issues. Since a forced restart didn't help, booting into Safe Mode can determine if a third-party app is causing the problem.

Answer

Replace the screen assembly.

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Perform a factory reset from the recovery menu.

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Update the phone's firmware using a computer.