220-1101 Practice Exam 60 — 20 Questions

Question 1

A user reports that their smartphone has distorted sound coming from the earpiece speaker during phone calls, but the loudspeaker and headphone jack work normally. The user has already tried turning up the volume and cleaning the earpiece grille. Which of the following is the MOST likely cause?

Accepted Answer

Faulty earpiece speaker. The earpiece speaker is a dedicated hardware component separate from the loudspeaker and audio jack. Since the loudspeaker and headphone jack function normally, the issue is isolated to the earpiece speaker itself, making a faulty earpiece speaker the most likely cause. Cleaning the grille and adjusting volume did not resolve the problem, further supporting a hardware failure rather than a software or connection issue.

Answer

Broken audio jack

Answer

Software audio bug

Answer

SIM card issue

Question 2

A user reports that their smartphone does not vibrate even though the vibrate mode is enabled in settings. The phone was accidentally dropped onto a hard floor two days ago. The screen is not cracked, and the phone still rings and displays notifications. The user has already tried restarting the phone and toggling the vibrate setting. Which of the following is the MOST likely cause?

Accepted Answer

The vibrate motor is loose or disconnected. The most likely cause is that the vibrate motor is loose or disconnected. The smartphone was dropped, and the vibrate motor is a physical component that can become dislodged or have its electrical connection disrupted by impact. Since the phone still rings and displays notifications, the audio and display subsystems are functional, isolating the issue to the vibration mechanism.

Answer

The operating system has a software bug that disables vibration after a drop

Answer

The loudspeaker is damaged

Answer

The vibration setting is controlled by a third-party app that was corrupted

Question 3

A user reports that their smartphone battery percentage jumps erratically—for example, showing 50% then suddenly dropping to 10% and shutting down. The technician verifies the battery is not swollen, the charging port is clean, and the device charges normally. Which of the following should the technician try NEXT?

Accepted Answer

Calibrate the battery. The erratic battery percentage drop without physical swelling or charging issues indicates a software calibration problem, not a hardware failure. Calibrating the battery resets the fuel gauge chip's learned capacity values, allowing the operating system to accurately report charge levels. This is the correct next step before replacing the battery.

Answer

Replace the battery

Answer

Update firmware

Answer

Replace the charging port

Question 4

A user reports that their mobile phone's battery drains significantly faster than normal. The technician checks the battery usage statistics and finds that a specific social media app is consuming an unusually high percentage of battery. Which of the following is the FIRST step the technician should take to resolve the issue?

Accepted Answer

Force stop the application. Force stopping the application immediately halts the misbehaving process and its background services, which is the fastest way to stop excessive battery drain without affecting other system components. This is the first troubleshooting step because it isolates the issue to the app itself, allowing the technician to verify if the app is the root cause before taking more drastic measures.

Answer

Replace the battery

Answer

Recalibrate the battery

Answer

Perform a factory reset

Question 5

A user reports that their smartphone emits no sound from the bottom speaker (used for speakerphone and media playback). The earpiece works during phone calls, and audio through wired headphones is normal. The volume is turned up and the phone is not in silent mode. The technician has verified that the software audio settings are correct. Which of the following components is MOST likely faulty?

Accepted Answer

Bottom speaker. The bottom speaker is the dedicated transducer for speakerphone and media playback audio. Since the earpiece (top speaker) and wired headphone output both work correctly, the audio codec and signal path are intact up to the bottom speaker's amplifier or voice coil. A failure of the bottom speaker itself—such as an open voice coil, torn diaphragm, or corroded contacts—would selectively silence only that output while leaving all other audio paths functional.

Answer

Audio codec chip

Answer

Battery

Answer

Proximity sensor

Question 6

A user reports that they cannot access the company's external website at www.company.com from their workstation. Other users on the same network can access the website without issues. The technician runs nslookup www.company.com and receives the correct public IP address. The technician then pings that IP address and gets a successful reply. Which of the following is the MOST likely cause of the issue?

Accepted Answer

The user's hosts file has an incorrect mapping for www.company.com. The nslookup returned the correct public IP, and a ping to that IP succeeded, confirming DNS resolution and network connectivity are working. However, the user's browser cannot reach the website, which points to a local redirection issue. The hosts file (located at %SystemRoot%\System32\drivers\etc\hosts) can override DNS by mapping a domain to a different IP; an incorrect entry for www.company.com would cause the browser to attempt to connect to the wrong address, even though the network path is functional.

Answer

The website's SSL certificate has expired

Answer

The user's web browser needs to be updated

Answer

The company's firewall is blocking the user's IP address

Question 7

A user reports that their smartphone's touchscreen is unresponsive along the left edge but works fine elsewhere. The technician has already performed a soft reset and checked for screen protectors or debris. Which of the following is the most likely cause?

Accepted Answer

A malfunctioning digitizer. The digitizer is the layer responsible for converting touch input into electrical signals. A partial failure along the left edge indicates a localized digitizer malfunction, as the LCD display and operating system are unaffected. Soft reset and debris checks rule out software or physical obstruction issues, isolating the hardware digitizer as the most likely cause.

Answer

A failing battery

Answer

A corrupt operating system

Answer

A damaged LCD display

Question 8

A user's iPhone 13 will not power on after being plugged in overnight with a Lightning cable. The technician tries a different cable and power adapter with no success. The technician inspects the Lightning port and removes a small amount of debris, but the phone remains unresponsive. When the technician places the phone on a Qi wireless charger, the screen briefly displays a battery icon and then goes black. Which of the following is the MOST likely cause of the issue?

Accepted Answer

The Lightning port assembly is faulty. The phone responds to Qi wireless charging (brief battery icon) but not to wired charging, which isolates the issue to the Lightning port or its internal connection. Since the technician already tried different cables, adapters, and removed visible debris, the most likely cause is a faulty Lightning port assembly—such as a damaged connector, broken solder joints, or internal corrosion—that prevents power delivery via the Lightning path while leaving wireless charging functional.

Answer

The battery has failed and needs replacement

Answer

The power button is stuck in the pressed position

Answer

The logic board has a short circuit

Question 9

A user's Android smartphone is running hot to the touch and the battery drains significantly faster than usual, even when the phone is idle. The technician checks the battery health using a diagnostic app, which reports it as 'Good'. The user has not installed any new apps recently. Which of the following is the MOST likely cause of the issue?

Accepted Answer

A background application or system process is consuming excessive CPU resources.. A background application or system process consuming excessive CPU resources is the most likely cause because high CPU usage generates heat and drains the battery rapidly, even when the phone is idle. The diagnostic app reporting battery health as 'Good' rules out a failing battery, and the absence of new app installations suggests a rogue system process or an existing app misbehaving. Android's process management can allow apps to run background services that spike CPU usage without user awareness, leading to thermal and power symptoms.

Answer

The charging port is shorted, causing continuous power draw.

Answer

The power button is stuck in the pressed position, keeping the screen on.

Answer

The device has been infected with malware that mines cryptocurrency.

Question 10

A user reports that their smartphone's GPS is not working accurately; location is often off by several blocks. The user has tried rebooting and updating the maps app. The technician notices that the phone's date and time are incorrect, even after setting to automatic. Which component is MOST likely faulty?

Accepted Answer

Real-time clock (RTC) battery. The Real-time Clock (RTC) battery maintains the system time when the device is powered off. If the RTC battery fails, the date and time will be incorrect even when set to automatic, because the device cannot retain the correct time to authenticate with GPS satellites. GPS relies on precise timing to calculate position; an incorrect time causes location errors of several blocks.

Answer

GPS antenna

Answer

Cellular radio

Answer

Proximity sensor

Question 11

A user reports that they can access the internet and browse websites normally, but they cannot access a shared network drive that is mapped to a static IP address (\10.10.10.50\shared). The technician can successfully ping 10.10.10.50 from the user's computer. Which of the following should the technician check NEXT?

Accepted Answer

Verify the Windows Firewall settings on the file server. Since the user can ping the file server at 10.10.10.50, basic IP connectivity and ARP resolution are working. The issue is specific to accessing the SMB share, which is blocked at the transport layer. Windows Firewall on the file server, by default, blocks inbound SMB traffic (TCP 445) on Public network profiles, even though ICMP (ping) is allowed. Checking the firewall rules on the server is the logical next step.

Answer

Check the DNS settings on the user's computer

Answer

Change the network profile on the user's computer from Public to Private

Answer

Reset the user's password and reconnect the mapped drive

Question 12

A database virtual machine in a private cloud is experiencing slow performance. The VM's virtual disk is stored on a network-attached storage (NAS) device accessed over a 1 GbE connection. The database requires very high input/output operations per second (IOPS) and low latency. Which of the following would provide the BEST improvement in storage performance?

Accepted Answer

Store the virtual disk on a local SSD within the host server.. Storing the virtual disk on a local SSD within the host server eliminates network latency and contention from the 1 GbE connection, providing the low latency and high IOPS required by the database. Local SSDs offer orders of magnitude lower latency than NAS over Ethernet, directly addressing the performance bottleneck.

Answer

Move the virtual disk to an object storage bucket.

Answer

Increase the allocated RAM of the VM.

Answer

Use thin provisioning to reduce the disk size.

Question 13

A user reports that they can access internal company servers by IP address and hostname, but cannot browse the internet. The user can ping the default gateway (192.168.1.1) successfully. Other users on the same subnet have full internet access. The technician checks the user's IP configuration and sees that the IP address, subnet mask, default gateway, and DNS server (192.168.1.10) are all correct. Which of the following should the technician check NEXT?

Accepted Answer

Check the browser's proxy settings. Since the user can access internal resources by hostname (indicating DNS resolution works for internal names) and can ping the default gateway, the issue is isolated to internet-bound traffic. The most likely cause is that the browser is configured to use a proxy server that is unreachable or misconfigured, which would prevent internet access while leaving local network connectivity intact. Checking the browser's proxy settings is the logical next step because the user's IP configuration is correct and other users on the same subnet have full internet access.

Answer

Check the default gateway

Answer

Check the DHCP lease status

Answer

Check the switch port security settings

Question 14

A user's Android smartphone screen is flickering intermittently and occasionally goes black for a few seconds before returning. The phone has not been dropped or exposed to moisture. The technician has performed a factory reset, but the issue persists. Which component is the MOST likely cause of the problem?

Accepted Answer

Display assembly. The display assembly includes both the LCD panel and the digitizer. Since the issue persists after a factory reset, it is hardware-related. Intermittent flickering and blackouts without physical damage or moisture point to a failing LCD panel or loose internal connection within the display assembly, not the digitizer (which handles touch input only).

Answer

Digitizer

Answer

Battery

Answer

Motherboard

Question 15

A user wants to pair a Bluetooth keyboard with their iPad. The keyboard is in pairing mode and has fresh batteries. The iPad's Bluetooth is turned on. The keyboard does not appear in the list of discovered devices. Which of the following should the user try FIRST?

Accepted Answer

Turn Bluetooth off and then back on.. The most common cause of a Bluetooth keyboard not appearing in the device list is a temporary communication glitch between the iPad's Bluetooth radio and the keyboard. Toggling Bluetooth off and then back on forces the radio to reset its discovery cache and re-scan for nearby devices, which often resolves the issue without requiring a full system restart or network reset.

Answer

Restart the iPad.

Answer

Reset all network settings.

Answer

Delete all previously paired Bluetooth devices.

Question 16

A user's iPhone is not receiving any sounds from calls or notifications. The volume is turned up, and the silent switch is not enabled. The technician checks the Settings > Sounds & Haptics and sees that all alert volumes are at maximum. The user also reports that calls go directly to voicemail sometimes. Which of the following is the MOST likely cause?

Accepted Answer

Do Not Disturb mode is enabled.. Do Not Disturb (DND) mode silences all incoming calls and notifications while allowing the device to continue operating normally. Even with alert volumes at maximum and the silent switch disabled, DND will suppress sounds and can send calls directly to voicemail, matching the user's symptoms exactly.

Answer

The speaker hardware is faulty.

Answer

The phone's audio codec is corrupted.

Answer

The ringer switch is set to silent.

Question 17

A user's Android smartphone charges normally when powered off and connected to a wall charger. However, when the phone is powered on and connected to the same charger, the battery percentage decreases over time despite showing the charging icon, eventually causing the phone to shut down. The user has tried multiple charging cables and adapters, performed a factory reset, and the issue persists. Which of the following is the MOST likely cause?

Accepted Answer

The battery has reached end-of-life and cannot hold a charge. The fact that the phone charges normally when powered off but discharges when powered on indicates that the battery can accept a charge but cannot supply enough current to meet the device's operational demands. This is a classic symptom of a battery that has reached its end-of-life, where its internal resistance has increased significantly, causing the voltage to sag under load. The factory reset and cable/adapter swaps rule out software and accessory issues, isolating the battery as the most likely culprit.

Answer

The charging port is loose or damaged

Answer

The operating system has a bug causing high power drain

Answer

The mainboard's charging IC is malfunctioning

Question 18

A user's Android smartphone is experiencing intermittent touchscreen unresponsiveness, especially in the bottom corners. The screen has no visible cracks or damage. Which of the following troubleshooting steps should the technician perform FIRST?

Accepted Answer

Remove the screen protector and clean the screen. Intermittent touchscreen unresponsiveness, especially in the bottom corners, is often caused by a screen protector that is lifting, trapping debris, or creating air gaps that interfere with the capacitive touch layer. The first step should be to remove the screen protector and clean the screen with a microfiber cloth, as this is the least invasive and most likely fix for the described symptoms.

Answer

Perform a factory reset

Answer

Replace the touchscreen digitizer

Answer

Update the device firmware

Question 19

A user reports that their smartphone will not charge when plugged into a wall outlet, even though the charging cable appears undamaged and the outlet works with other devices. Which of the following is the MOST likely cause of this issue?

Accepted Answer

Dirt or lint is blocking the charging port.. The most likely cause is dirt or lint blocking the charging port. When debris accumulates in the port, it can prevent the charging cable from making proper electrical contact with the pins, even though the cable and outlet are functional. This is a common issue with smartphones due to pocket lint or dust, and it typically does not require a battery or system replacement.

Answer

The battery has reached the end of its life and must be replaced.

Answer

The operating system has corrupted system files preventing charging.

Answer

The user is using a charger with insufficient wattage for this phone model.

Question 20

A user's smartphone is connected to a Wi-Fi network but cannot send or receive email. The user can browse the internet using the web browser. Which of the following is the MOST likely cause?

Accepted Answer

The smartphone's date and time settings are incorrect. The smartphone can browse the internet, indicating that the Wi-Fi connection and general internet access are working. Email protocols (IMAP, POP3, SMTP) rely on TLS/SSL certificates for secure connections, and these certificates are validated against the device's system clock. If the date and time are incorrect, the certificate validation fails, preventing the email client from establishing a secure connection to the email server, even though basic web browsing (which may use less strict certificate checks or cached content) still works.

Answer

The email server is offline

Answer

The email account password has changed

Answer

The Wi-Fi signal is weak