220-1102 Mobile OS and App Troubleshooting — All Questions With Answers

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.

Answer

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

Answer

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.

Answer

Replace the battery immediately.

Answer

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.

Answer

The tablet's screen timeout setting.

Answer

The tablet's Wi-Fi configuration.

Answer

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.

Answer

Replace the phone's Bluetooth antenna.

Answer

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.

Answer

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.

Answer

The device's date and time settings.

Answer

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.

Answer

The app is incompatible with the Android version.

Answer

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.

Answer

Restore the iPhone using iTunes or Finder.

Answer

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.

Answer

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

Answer

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.

Answer

Perform a factory reset from the recovery menu.

Answer

Update the phone's firmware using a computer.

Question 11

A user reports that their Android phone will not connect to their corporate Wi-Fi network, but other devices connect fine. They have forgotten the network and re-entered the password, but it still fails. What should you check first?

Accepted Answer

Verify the Wi-Fi password is being entered correctly.. Option B is correct because the most common cause of a single device failing to connect after forgetting and re-entering the network is a typo or case-sensitive error in the Wi-Fi password. Since other devices connect fine, the issue is isolated to the phone, and verifying the password is the quickest, least intrusive step before escalating to more complex troubleshooting.

Answer

Check if the router is using MAC address filtering.

Answer

Reset the phone's network settings to default.

Answer

Update the phone's operating system to the latest version.

Question 12

A user reports that their iPhone's flashlight is not working, and the camera app shows a black screen. Other apps function normally. The device is up-to-date and has been restarted. What is the most likely hardware-related issue?

Accepted Answer

The camera module or its flex cable is damaged.. The simultaneous failure of the flashlight and camera strongly points to a shared hardware component failure. Both the camera module and the LED flash are typically integrated on the same flex cable assembly or share a common power management IC. Since other apps function normally and the device has been restarted, a hardware fault in the camera module or its flex cable is the most likely cause.

Answer

The battery is failing and cannot provide enough power.

Answer

The camera app is corrupted; reinstall it.

Answer

The iOS has a bug that affects the camera and flashlight.

Question 13

A technician is troubleshooting an Android device that has a corporate email account configured. The user can send emails but cannot receive any. The email server uses IMAP. The technician has verified the username and password are correct. What should the technician check next?

Accepted Answer

Check the incoming mail server settings (IMAP).. Since the user can send emails but not receive them, the issue is isolated to the incoming mail path. IMAP uses port 143 (or 993 for SSL/TLS) to retrieve messages, and the incoming server settings (server address, port, security type) must match the corporate email configuration. Incorrect IMAP settings would prevent the device from connecting to the server to download new emails, while SMTP (outgoing) settings remain unaffected, explaining the send-only symptom.

Answer

Check if the device's date and time are correct.

Answer

Check if the email account has exceeded its storage quota.

Answer

Check if the device is in power-saving mode.

Question 14

A technician is troubleshooting an Android phone that cannot send or receive SMS messages, but can make and receive calls and use mobile data. The phone is on a corporate plan with a new SIM card. What is the most likely cause?

Accepted Answer

The SMS message center number is incorrect or missing.. The SMS message center number (SMSC) is a required parameter stored on the SIM card or phone that tells the device where to route outgoing SMS messages for delivery. If this number is incorrect or missing, the phone cannot send or receive SMS, but voice calls and mobile data remain unaffected because they use separate signaling paths (CSFB for calls and packet-switched data for mobile data). A new SIM card may have a misconfigured or missing SMSC, which is the most likely cause given the symptom pattern.

Answer

The phone's IMEI is blacklisted.

Answer

The mobile data APN settings are incorrect.

Answer

The phone is in airplane mode.

Question 15

A user complains that their Android phone's battery drains extremely fast after a recent OS update. They have already tried restarting the device. What is the most likely cause and solution?

Accepted Answer

The device is performing background indexing; wait a day or two.. After a major OS update, Android devices often perform background indexing of files, media, and app data to optimize search and performance. This process is CPU- and I/O-intensive, causing increased battery drain for 24–48 hours. The correct solution is to wait a day or two for indexing to complete, as restarting alone does not stop this background task.

Answer

The update installed a malware app; perform a factory reset.

Answer

The update reset battery optimization settings; re-enable them.

Answer

The battery is failing due to the update; replace the battery.

Question 16

A customer's iPhone is experiencing frequent app crashes and the device feels warm to the touch. They have not installed any new apps recently. What is the most likely cause?

Accepted Answer

The operating system needs to be updated.. Overheating in mobile devices often leads to performance throttling and app instability. This scenario suggests a resource-intensive background process or a failing battery, but the most common cause of overheating and crashes without new apps is an outdated OS with known bugs. Keeping iOS updated resolves many stability issues.

Answer

The device has a virus or malware.

Answer

The battery is failing and needs replacement.

Answer

Too many apps are running in the background.

Question 17

A user on an Android tablet reports that the Google Play Store is not downloading any apps, showing an error message about insufficient storage. The device's storage settings show 2GB free. What should you do first?

Accepted Answer

Clear the cache and data of the Google Play Store app.. Clearing the cache and data of the Google Play Store app is the correct first step because the error message about insufficient storage, despite 2GB free, often indicates a corrupted cache or data within the Play Store itself. This corruption can cause the Play Store to misreport storage availability or fail to initialize downloads. Clearing these app-specific files forces the Play Store to rebuild its state, resolving the false positive without affecting user data or requiring additional free space.

Answer

Factory reset the tablet.

Answer

Uninstall large apps to free up more storage.

Answer

Check for a system update.

Question 18

A user's iPad will not rotate the screen when turned sideways, even though the rotation lock is off in the Control Center. The screen remains in portrait mode. What should you check next?

Accepted Answer

Check the physical mute/orientation lock switch on the side of the iPad.. The correct answer is B because many iPad models (particularly older ones like iPad 2 through iPad 4, and some iPad mini models) include a physical switch on the side edge that can be configured to act as a mute/orientation lock toggle. Even if the software rotation lock in Control Center is off, this hardware switch can independently lock the screen orientation, overriding the software setting. Checking this physical switch is the logical next step before attempting more invasive troubleshooting.

Answer

Check if the app has its own orientation lock setting.

Answer

Perform a hard reset of the iPad.

Answer

Update the iPadOS to the latest version.

Question 19

During a corporate device deployment, a technician configures an iPhone for a new employee. The employee later reports that they cannot receive emails on the native Mail app, but can access the webmail interface in Safari. What is the most likely misconfiguration?

Accepted Answer

The incoming mail server settings are incorrect.. The user can access webmail via Safari but cannot receive emails in the native Mail app. This indicates the email account credentials are valid and the network connection is working, but the incoming mail server (POP3/IMAP) settings are misconfigured. Incorrect incoming server hostname, port, or SSL/TLS settings would prevent the Mail app from downloading new messages while leaving webmail unaffected.

Answer

The email account password was entered incorrectly.

Answer

The outgoing mail server (SMTP) settings are wrong.

Answer

The device's date and time are set incorrectly.

Question 20

A security incident is reported: an employee's company-issued Android phone is displaying persistent pop-up ads, even when no browser is open. The employee admits to side-loading a game from an unknown website. What is the most likely cause and best immediate action?

Accepted Answer

The side-loaded app is adware; boot into safe mode and uninstall it.. The persistent pop-up ads, even without a browser open, indicate adware behavior typical of malicious apps. Since the employee side-loaded a game from an unknown website, the most likely cause is that the side-loaded app contains adware. Booting into safe mode (which disables third-party apps) and uninstalling the suspicious app is the best immediate action because it removes the adware without data loss, unlike a factory reset.

Answer

The phone has a virus; perform a factory reset immediately.

Answer

The browser is infected; clear the browser cache and data.

Answer

The phone's firmware is compromised; reflash the stock ROM.

220-1102 Mobile OS and App Troubleshooting — All Questions With Answers

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?

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?

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?

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?

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?

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?

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?

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?

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?

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?

A user reports that their Android phone will not connect to their corporate Wi-Fi network, but other devices connect fine. They have forgotten the network and re-entered the password, but it still fails. What should you check first?

A user reports that their iPhone's flashlight is not working, and the camera app shows a black screen. Other apps function normally. The device is up-to-date and has been restarted. What is the most likely hardware-related issue?

A technician is troubleshooting an Android device that has a corporate email account configured. The user can send emails but cannot receive any. The email server uses IMAP. The technician has verified the username and password are correct. What should the technician check next?

A technician is troubleshooting an Android phone that cannot send or receive SMS messages, but can make and receive calls and use mobile data. The phone is on a corporate plan with a new SIM card. What is the most likely cause?

A user complains that their Android phone's battery drains extremely fast after a recent OS update. They have already tried restarting the device. What is the most likely cause and solution?

A customer's iPhone is experiencing frequent app crashes and the device feels warm to the touch. They have not installed any new apps recently. What is the most likely cause?

A user on an Android tablet reports that the Google Play Store is not downloading any apps, showing an error message about insufficient storage. The device's storage settings show 2GB free. What should you do first?

A user's iPad will not rotate the screen when turned sideways, even though the rotation lock is off in the Control Center. The screen remains in portrait mode. What should you check next?

During a corporate device deployment, a technician configures an iPhone for a new employee. The employee later reports that they cannot receive emails on the native Mail app, but can access the webmail interface in Safari. What is the most likely misconfiguration?

A security incident is reported: an employee's company-issued Android phone is displaying persistent pop-up ads, even when no browser is open. The employee admits to side-loading a game from an unknown website. What is the most likely cause and best immediate action?

A technician is troubleshooting an Android tablet that cannot connect to a corporate Wi-Fi network. Other devices connect fine. The tablet shows 'Saved, secured' but no IP address. What is the most likely cause?

A user's iPhone 13 suddenly shows a black screen with a spinning gear icon after an iOS update. The device does not respond to touch or button presses. What is the most likely cause and the correct first step?

A user reports that their corporate email app on an Android device is not syncing. They can browse the internet and use other apps normally. The account was working yesterday. What should you check first?

A user's Android phone is running extremely slowly after installing a new launcher app. They want to revert to the default launcher without losing data. What is the correct procedure?

A user complains that their Android phone's battery drains quickly after installing a new weather app. The phone is warm to the touch even when idle. What should you do to resolve this?

A technician is troubleshooting an iPhone that repeatedly prompts for the Apple ID password even after entering it correctly. The device is not connected to any corporate MDM. What is the most likely cause?

A small business owner wants to deploy a custom inventory app to five company-owned iPads. The app is not available on the App Store. Which method should you use to install it?

A company deploys a custom app via MDM to Android devices. Users report that the app crashes immediately upon launch. The app works fine on the developer's test device. What is the most likely cause?

A company's Android devices are failing to connect to the corporate email server after a security policy update. The devices show 'Authentication failed' for the email app. What is the most likely cause?

A user reports that their iPad will not rotate the screen when they turn the device sideways. The rotation lock icon appears in the status bar. What is the most likely cause?

220-1102 Mobile OS and App Troubleshooting — All Questions With Answers

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?

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?

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?

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?

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?

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?

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?

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?

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?

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?

A user reports that their Android phone will not connect to their corporate Wi-Fi network, but other devices connect fine. They have forgotten the network and re-entered the password, but it still fails. What should you check first?

A user reports that their iPhone's flashlight is not working, and the camera app shows a black screen. Other apps function normally. The device is up-to-date and has been restarted. What is the most likely hardware-related issue?

A technician is troubleshooting an Android device that has a corporate email account configured. The user can send emails but cannot receive any. The email server uses IMAP. The technician has verified the username and password are correct. What should the technician check next?

A technician is troubleshooting an Android phone that cannot send or receive SMS messages, but can make and receive calls and use mobile data. The phone is on a corporate plan with a new SIM card. What is the most likely cause?

A user complains that their Android phone's battery drains extremely fast after a recent OS update. They have already tried restarting the device. What is the most likely cause and solution?

A customer's iPhone is experiencing frequent app crashes and the device feels warm to the touch. They have not installed any new apps recently. What is the most likely cause?

A user on an Android tablet reports that the Google Play Store is not downloading any apps, showing an error message about insufficient storage. The device's storage settings show 2GB free. What should you do first?

A user's iPad will not rotate the screen when turned sideways, even though the rotation lock is off in the Control Center. The screen remains in portrait mode. What should you check next?

During a corporate device deployment, a technician configures an iPhone for a new employee. The employee later reports that they cannot receive emails on the native Mail app, but can access the webmail interface in Safari. What is the most likely misconfiguration?

A security incident is reported: an employee's company-issued Android phone is displaying persistent pop-up ads, even when no browser is open. The employee admits to side-loading a game from an unknown website. What is the most likely cause and best immediate action?

A technician is troubleshooting an Android tablet that cannot connect to a corporate Wi-Fi network. Other devices connect fine. The tablet shows 'Saved, secured' but no IP address. What is the most likely cause?

A user's iPhone 13 suddenly shows a black screen with a spinning gear icon after an iOS update. The device does not respond to touch or button presses. What is the most likely cause and the correct first step?

A user reports that their corporate email app on an Android device is not syncing. They can browse the internet and use other apps normally. The account was working yesterday. What should you check first?

A user's Android phone is running extremely slowly after installing a new launcher app. They want to revert to the default launcher without losing data. What is the correct procedure?

A user complains that their Android phone's battery drains quickly after installing a new weather app. The phone is warm to the touch even when idle. What should you do to resolve this?

A technician is troubleshooting an iPhone that repeatedly prompts for the Apple ID password even after entering it correctly. The device is not connected to any corporate MDM. What is the most likely cause?

A small business owner wants to deploy a custom inventory app to five company-owned iPads. The app is not available on the App Store. Which method should you use to install it?

A company deploys a custom app via MDM to Android devices. Users report that the app crashes immediately upon launch. The app works fine on the developer's test device. What is the most likely cause?

A company's Android devices are failing to connect to the corporate email server after a security policy update. The devices show 'Authentication failed' for the email app. What is the most likely cause?

A user reports that their iPad will not rotate the screen when they turn the device sideways. The rotation lock icon appears in the status bar. What is the most likely cause?