220-1102 Mobile OS and App Troubleshooting Practice Test 2 — 15 Questions

Question 1

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background process or a failing battery, but the most common cause of overheating and crashes without new apps is an outdated OS with known bugs.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.

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The device has a virus or malware.

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The battery is failing and needs replacement.

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Too many apps are running in the background.

Question 2

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.

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Factory reset the tablet.

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Uninstall large apps to free up more storage.

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Check for a system update.

Question 3

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.

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Check if the app has its own orientation lock setting.

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Perform a hard reset of the iPad.

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Update the iPadOS to the latest version.

Question 4

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.

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The email account password was entered incorrectly.

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The outgoing mail server (SMTP) settings are wrong.

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The device's date and time are set incorrectly.

Question 5

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.

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

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

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

Question 6

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?

Accepted Answer

The tablet has a static IP address configured that conflicts with the network.. The tablet shows 'Saved, secured' but has no IP address, indicating it successfully associated and authenticated with the Wi-Fi network but failed to obtain an IP address via DHCP. A static IP configuration that conflicts with the network's DHCP scope or subnet prevents the device from receiving a valid lease, causing the IP assignment failure while other devices using DHCP connect normally.

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The Wi-Fi adapter is faulty.

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The corporate network requires a VPN profile that is missing.

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The tablet's MAC address is blocked by the router.

Question 7

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?

Accepted Answer

Force restart the iPhone by pressing and releasing Volume Up, then Volume Down, then holding the Side button until the Apple logo appears.. The black screen with a spinning gear icon after an iOS update indicates the device is stuck in a boot loop or update process, not a hardware failure. A force restart (Volume Up, Volume Down, hold Side button) is the correct first step because it forces the iPhone to reboot without erasing data, often resolving temporary software hangs. This sequence is specific to iPhone 7 and later models, including the iPhone 13, and bypasses unresponsive touch or button inputs.

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The battery is dead; connect to a charger and wait.

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Place the device in DFU mode and restore via Finder.

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The screen is damaged; replace the display assembly.

Question 8

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?

Accepted Answer

Verify the account username and password in the email app.. Option B is correct because the most common cause of a previously working email account suddenly failing to sync is an authentication issue, such as a changed password or expired credentials. Since other internet services work, the network connectivity is fine, so the problem is isolated to the email app's authentication. Verifying the username and password in the app's account settings is the quickest, least disruptive first step before escalating to more drastic measures.

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Perform a factory reset of the device.

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Replace the device's SIM card.

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Reinstall the operating system.

Question 9

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?

Accepted Answer

Go to Settings > Apps > Default apps > Home app and select the default launcher.. Option C is correct because Android allows users to change the default home app via Settings > Apps > Default apps > Home app without uninstalling the new launcher or losing any data. This procedure simply reassigns the default launcher to the system's built-in launcher, preserving all installed apps, settings, and user data.

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Uninstall the new launcher app via the Play Store.

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Perform a factory reset from Recovery Mode.

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Clear the cache partition from Recovery Mode.

Question 10

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?

Accepted Answer

Check battery usage in Settings to see which app is consuming power.. Battery drain and overheating after app installation indicate a misbehaving app. The best first step is to check battery usage statistics to identify the culprit, then force stop or uninstall that app. This is a standard Android troubleshooting procedure.

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Replace the battery immediately.

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Perform a factory reset to remove all apps.

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

Question 11

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?

Accepted Answer

iCloud Keychain is out of sync and needs to be reset by signing out of iCloud and back in.. Option C is correct because repeated Apple ID password prompts, even after correct entry, are typically caused by an iCloud Keychain sync conflict. When iCloud Keychain becomes out of sync—often after a password change or device restore—the authentication token chain breaks, forcing the device to re-request the password. Signing out of iCloud and back in resets the local Keychain state and re-establishes a trusted sync relationship with Apple's servers.

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The device is jailbroken and has a tweak interfering with authentication.

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The Apple ID password was changed recently and not synced to all services.

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The device has a hardware fault in the secure enclave.

Question 12

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?

Accepted Answer

Use Apple Configurator to install the app directly.. Apple Configurator allows IT administrators to install enterprise or custom in-house apps directly onto supervised iOS devices without requiring the App Store. Since the app is not available on the App Store and the iPads are company-owned, Apple Configurator provides a supported, secure method for direct installation using a Mac.

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Download the app from a third-party website and open it in Safari.

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Email the app file to each user and have them install it.

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Enable sideloading in Settings and install via iTunes.

Question 13

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?

Accepted Answer

The app requires a specific Android API level that is not present on the deployed devices.. App crashes on deployment often stem from missing dependencies or incompatible API levels. The most common cause is that the target devices are running an older Android version than the app's minimum SDK. The technician should check the app's manifest requirements against the device OS version.

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The MDM profile is corrupt and needs to be re-pushed.

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The devices have insufficient storage space.

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The app is not signed with the correct enterprise certificate.

Question 14

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?

Accepted Answer

The email app's server settings (IMAP/POP/SMTP) are no longer correct.. After a security policy update, authentication failures often stem from outdated or incorrect server settings. The most common change is an updated server address or port. The technician should verify the incoming/outgoing server settings in the email app.

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The devices need a factory reset to clear cached credentials.

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The SIM cards are deactivated.

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The devices are infected with malware that blocks email.

Question 15

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?

Accepted Answer

Rotation lock is enabled in Control Center or via the side switch.. The rotation lock icon indicates the feature is enabled. On an iPad, this can be controlled via the Control Center or a physical switch on the side. The technician should disable rotation lock before any other troubleshooting.

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The accelerometer is faulty.

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The app being used does not support rotation.

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The device needs a software update to fix a rotation bug.