220-1101 Practice Test 20 — 15 Questions

Question 1

A user reports that their laptop can see the corporate Wi-Fi network (SSID: CorpNet) and has a strong signal, but cannot connect. Other users on the same network are connecting successfully. The technician checks the laptop's wireless configuration and finds that it is set to obtain an IP address automatically. However, the security settings are set to 'Open'. Which of the following is the MOST likely reason the laptop cannot connect?

Accepted Answer

The laptop is using the wrong encryption type.. The laptop's security settings are set to 'Open', but CorpNet is a corporate Wi-Fi network that almost certainly uses WPA2 or WPA3 encryption. Since the laptop sees the network with a strong signal but fails to connect, the mismatch between the 'Open' (no encryption) setting and the required encryption type prevents successful authentication and association, even though the IP configuration is set to DHCP.

Answer

The laptop's MAC address is not allowed (MAC filtering).

Answer

The laptop is trying to connect to the 5 GHz band but the network is only 2.4 GHz.

Answer

The laptop's wireless adapter is faulty.

Question 2

A user reports that their laptop can connect to the office Wi-Fi but cannot access any websites. The technician successfully pings the default gateway (192.168.1.1) from the laptop. The technician also logs into the router and successfully pings 8.8.8.8. Which of the following is the MOST likely cause of the issue?

Accepted Answer

The laptop's DNS settings are pointing to an invalid DNS server.. The laptop can ping the default gateway (192.168.1.1) and the router can ping 8.8.8.8, proving Layer 3 connectivity to the internet is working. However, the laptop cannot access websites, which typically indicates a DNS resolution failure. If the laptop's DNS settings point to an invalid or unreachable DNS server, it cannot resolve domain names to IP addresses, even though IP-based connectivity (like pinging 8.8.8.8) is fine.

Answer

The laptop is configured with a static IP address outside the DHCP scope.

Answer

The router's WAN port is disconnected.

Answer

The ISP has a service outage affecting only web traffic.

Question 3

A user reports that their smartphone's battery life has significantly decreased after a recent OS update. The technician observes that location services and background app refresh are enabled. Which of the following should the technician do FIRST to address the issue?

Accepted Answer

Check the battery health status in the device settings. Before taking more invasive steps such as disabling all background processes or performing a factory reset, the technician should first check the battery health status in the device settings. Modern smartphones include a battery health feature that indicates the maximum capacity and whether the battery needs to be replaced. This helps determine if the battery is physically degraded, which could be the root cause of poor battery life, especially after an OS update that may have changed power management. If the battery health is good, then software settings like location services or background app refresh can be adjusted.

Answer

Calibrate the battery by fully draining it and then charging it to 100%

Answer

Disable all background app refresh settings

Answer

Perform a factory reset of the smartphone

Question 4

A user reports that their laptop's Wi-Fi connection drops frequently, especially when the laptop is running on battery power. The technician checks Device Manager and sees the following setting enabled for the wireless adapter: 'Allow the computer to turn off this device to save power'. Which of the following is the MOST likely solution?

Accepted Answer

Uncheck the power saving option for the adapter. The 'Allow the computer to turn off this device to save power' setting in Device Manager causes the wireless adapter to be powered down when the laptop switches to battery power to conserve energy. This power-down interrupts the Wi-Fi connection, leading to frequent drops. Unchecking this option prevents the OS from suspending the adapter, ensuring a stable connection regardless of power source.

Answer

Disable the wireless adapter in Device Manager

Answer

Update the wireless adapter driver

Answer

Change the power plan to High Performance

Question 5

A user reports that their VoIP desk phone intermittently drops audio during calls. The phone is connected to a PoE switch via a Cat5e cable that runs through a drop ceiling. The switch shows the port is providing PoE and the cable length is approximately 75 meters. The technician tests the cable with a certifier and it passes. Which of the following should the technician do NEXT to resolve the issue?

Accepted Answer

Check for sources of electromagnetic interference along the cable path. The cable passes certification, ruling out physical layer faults like length or wiring issues. Intermittent audio drops in VoIP over long PoE runs through drop ceilings are often caused by electromagnetic interference (EMI) from nearby electrical cables, fluorescent ballasts, or HVAC equipment. Checking for EMI sources is the logical next step before replacing hardware or upgrading cable.

Answer

Replace the switch port

Answer

Replace the phone

Answer

Upgrade the cable to Cat6

Question 6

A user reports that their iPhone's battery drains much faster than normal, especially when the phone is idle. The technician checks the Battery settings and sees that the 'Find My' app is using significant background activity. Which of the following is the MOST effective step to reduce battery drain caused by this app?

Accepted Answer

Turn off Background App Refresh for the Find My app.. Find My uses GPS and network services in the background, which can deplete battery quickly. Turning off Background App Refresh for Find My prevents it from running in the background, reducing power consumption while still allowing basic location services in the foreground. Disabling the app entirely or turning off Location Services would be too extreme and may affect other functions like Activation Lock.

Answer

Disable Location Services for the Find My app.

Answer

Delete the Find My app from the iPhone.

Answer

Set the phone to Low Power Mode permanently.

Question 7

A user reports that their smartphone cannot detect any Bluetooth devices. The technician has verified that Bluetooth is enabled in the settings, and the other Bluetooth devices are powered on and in discoverable mode. Which of the following should the technician check next?

Accepted Answer

Whether the smartphone is in Airplane mode. Airplane mode disables all wireless radios, including Bluetooth, Wi-Fi, and cellular. Even if Bluetooth is toggled on in settings, enabling Airplane mode overrides this and prevents the Bluetooth radio from transmitting or scanning, so the smartphone cannot detect any Bluetooth devices. The technician should verify that Airplane mode is off before proceeding with other troubleshooting steps.

Answer

Whether the SIM card is inserted properly

Answer

The condition of the charging port

Answer

The brightness of the screen

Question 8

A user reports that their smartphone, which uses a Lightning connector, will not charge at all. The phone powered off overnight and will not turn back on. The user has tried three different known-good charging cables and two known-good wall adapters, none of which work. The technician inspects the phone's charging port and notices it appears clean and undamaged. Which of the following is the MOST likely cause of the issue?

Accepted Answer

The Lightning port has internal pin damage that is not visible. The correct answer is B because the Lightning connector uses internal pins that can be damaged or bent without visible external signs. Since the user has verified that the cables and wall adapters are known-good, the issue is isolated to the phone's charging port. Internal pin damage would prevent electrical contact even though the port appears clean, making this the most likely cause.

Answer

The battery is completely depleted and needs to be replaced

Answer

The charging IC (Integrated Circuit) on the motherboard has failed

Answer

The phone's operating system has corrupted and needs to be restored

Question 9

A user reports that their iPhone charges very slowly when connected to a USB port on their laptop, but charges normally using the included wall adapter. The cable is known to be functional. Which of the following is the MOST likely cause?

Accepted Answer

The laptop's USB port is a USB 2.0 port outputting lower current. USB ports on laptops, especially USB 2.0 ports, are typically limited to 500 mA (0.5 A) of current per the USB 2.0 specification. iPhones require higher current (typically 1 A or more) for fast charging, and the wall adapter provides that higher current. The slow charging is due to the laptop's USB port being unable to supply enough current, not a cable or software issue.

Answer

The iPhone's Lightning port is damaged

Answer

The laptop's USB driver is outdated

Answer

The iPhone's battery needs calibration

Question 10

A user reports that their smartphone's earpiece speaker is extremely quiet during phone calls. The loudspeaker and Bluetooth audio work perfectly. The technician has already increased the in-call volume to maximum. Which of the following components is MOST likely faulty?

Accepted Answer

The earpiece speaker. The earpiece speaker is the most likely faulty component because the issue is isolated to the internal speaker used for phone calls, while the loudspeaker and Bluetooth audio work perfectly. This indicates that the audio signal path to the earpiece is compromised, but the audio amplifier chip and other audio outputs are functioning. The technician has already maximized the in-call volume, ruling out a software or user-setting issue.

Answer

The audio amplifier chip

Answer

The charging port

Answer

The proximity sensor

Question 11

A user reports that their smartphone's 3.5mm headphone jack is not working. When headphones are inserted, the music continues to play from the built-in speaker, and the headphone icon does not appear in the status bar. The technician has cleaned the jack with compressed air and tested with multiple headphones. Which of the following components is MOST likely faulty?

Accepted Answer

The headphone jack assembly.. The headphone jack assembly contains a mechanical switch that detects when a plug is inserted and routes audio away from the built-in speaker. Since cleaning and multiple headphones did not resolve the issue, the most likely fault is a broken or stuck detection mechanism within the jack assembly itself, preventing the device from recognizing that headphones are connected.

Answer

The audio codec chip.

Answer

The battery.

Answer

The motherboard.

Question 12

A user reports that their smartphone's Bluetooth will not enable. When the user taps the Bluetooth toggle in the Quick Settings panel, it briefly turns blue and then immediately turns gray. The phone did not get wet and was not dropped recently. Which of the following should the technician check FIRST?

Accepted Answer

Restart the smartphone. When Bluetooth fails to enable and the toggle immediately reverts, it often indicates a driver or firmware issue. The first step in troubleshooting should be to restart the device, as this clears temporary software glitches. If that does not work, checking for OS updates is the next step, as updates often include driver fixes. Replacing the battery is unlikely to help unless the battery is swollen (which would usually cause other symptoms). Resetting network settings is a more invasive step that should be done after trying a simple restart and updates.

Answer

Replace the battery

Answer

Check for operating system updates

Answer

Reset network settings

Question 13

A user reports that their smartphone's GPS is often inaccurate (location is off by several blocks) and the camera app crashes when switching to video mode. The phone has no physical damage and has not been dropped recently. The technician performs a factory reset, but the problems persist. Which of the following components is MOST likely faulty?

Accepted Answer

Main logic board. The main logic board (motherboard) integrates the GPS receiver, camera controller, and other subsystems. A fault here can cause seemingly unrelated issues—like GPS inaccuracy and camera crashes—because the board handles data routing and power distribution for multiple components. Since a factory reset did not resolve the problems, the hardware failure is likely on the logic board itself, not a peripheral module.

Answer

Camera module

Answer

GPS antenna

Answer

Battery

Question 14

A user reports that their smartphone will not power on. When they plug it into a charger, the LED indicator flashes red but the screen remains black. The phone was working normally earlier in the day and was not dropped or exposed to water. Which of the following is the MOST likely cause?

Accepted Answer

Faulty battery. The LED indicator flashing red when the charger is connected, combined with a black screen and no prior physical damage or water exposure, strongly points to a battery that has entered a deep discharge state or has failed. In this scenario, the battery cannot hold enough charge to power the phone's boot sequence, but the charging circuit can still detect the charger and attempt to charge, causing the red LED. A faulty battery is the most common cause of a device that was working normally and then suddenly will not power on, especially when the screen remains black but the LED responds.

Answer

Damaged screen

Answer

Failed CPU

Answer

Corrupted firmware

Question 15

A user reports that their smartphone's screen does not turn off during phone calls when held to the ear, causing unintended button presses. The screen works normally at all other times. The technician has verified the device's operating system and apps are up to date. Which of the following is the MOST likely cause of this issue?

Accepted Answer

A faulty proximity sensor. The proximity sensor, typically an infrared (IR) LED and photodetector, detects when the phone is held to the ear during a call and disables the touchscreen to prevent unintended inputs. Since the screen works normally at other times and the OS/apps are updated, a faulty proximity sensor is the most likely cause, as it fails to trigger the screen-off command during calls.

Answer

A faulty ambient light sensor

Answer

Incorrect display calibration

Answer

A damaged digitizer