220-1101 Practice Exam 65 — 20 Questions

Question 1

A user reports that during phone calls on their Android smartphone, the caller's voice sounds very low and muffled through the earpiece speaker. The technician has cleaned the speaker grille with a soft brush and the issue persists. The phone otherwise functions normally with media sounds playing at adequate volume. Which of the following should the technician check NEXT?

Accepted Answer

Check the call volume setting and adjust it during a test call. The correct answer is A because the symptom—low and muffled voice specifically during calls, with normal media volume—points to a call volume setting being too low, not a hardware failure. The technician should first adjust the in-call volume during a test call, as this is a separate software-controlled gain stage from media volume. Since cleaning the grille didn't resolve it, the next logical step is to verify and adjust the call volume slider, which is a common user-misconfiguration issue.

Answer

Replace the earpiece speaker module

Answer

Disable Bluetooth to rule out audio redirection

Answer

Reset the audio codec settings in developer options

Question 2

A user reports that their Android tablet's Wi-Fi connection frequently drops and reconnects. Other devices on the same network are stable. The technician has already forgotten the Wi-Fi network, rebooted the tablet, and confirmed the network password is correct. Which of the following is the BEST next step?

Accepted Answer

A. Update the tablet's firmware/OS. Since the issue is isolated to a single device and basic troubleshooting (forgetting the network, rebooting, verifying password) has not resolved it, the most likely cause is a software bug or driver incompatibility in the tablet's current firmware or OS. Updating the firmware/OS can patch known Wi-Fi connectivity bugs, such as those related to 802.11 power-save mode or DHCP lease renewal, which often manifest as intermittent disconnects.

Answer

B. Change the Wi-Fi channel on the router

Answer

C. Replace the tablet's Wi-Fi antenna

Answer

D. Factory reset the tablet

Question 3

A user reports that their Android smartphone will not charge. The technician tries a different charging cable and wall adapter, but the phone still does not charge. The USB port on the phone appears clean and free of debris. Which of the following components is MOST likely faulty and should be replaced?

Accepted Answer

Charging port flex cable. The charging port flex cable is the most likely faulty component because the technician has already ruled out external factors (cable and wall adapter) and the USB port appears clean. The flex cable connects the USB port to the phone's motherboard, and internal damage or wear to this cable can interrupt power delivery even when the port itself looks fine. Replacing the flex cable is a common repair for charging issues that persist after basic troubleshooting.

Answer

Battery

Answer

Screen

Answer

Processor

Question 4

A user reports that their Bluetooth headphones no longer connect to their smartphone after an operating system update. The headphones work normally when paired with a different smartphone. Other Bluetooth devices, such as a smartwatch, still connect to the user's phone without issues. Which of the following should the user try FIRST?

Accepted Answer

Forget the device and re-pair it. Option B is correct because the most common cause of Bluetooth connectivity failure after an OS update is a corrupted or mismatched pairing profile. Forgetting the device removes the old profile from the smartphone's Bluetooth stack, forcing a fresh pairing handshake that re-establishes the correct encryption keys and service discovery. This is the first-line troubleshooting step before more invasive or time-consuming actions.

Answer

Reboot the smartphone

Answer

Reset network settings on the smartphone

Answer

Update the firmware on the Bluetooth headphones

Question 5

A user reports that their desktop computer can connect to the local network and access shared folders, but cannot browse the internet. Other computers on the same network work fine. The technician checks the IP configuration and sees the computer has a valid IP address of 192.168.1.100 with a default gateway of 192.168.1.1. The computer can successfully ping 192.168.1.1 and 8.8.8.8, but cannot ping 'google.com'. Which of the following should the technician check FIRST?

Accepted Answer

Verify that the DNS server address is configured correctly on the workstation.. The computer can ping 8.8.8.8 (a public IP address) but cannot ping 'google.com' (a domain name). This indicates that IP connectivity to the internet is working, but name resolution is failing. The most likely cause is a misconfigured or unreachable DNS server. The technician should first verify the DNS server address in the workstation's IP configuration, as this is the quickest and most direct step to resolve the symptom.

Answer

Check the proxy settings in the web browser.

Answer

Replace the network cable connecting the computer to the wall jack.

Answer

Disable the Windows Firewall on the computer.

Question 6

A user reports that their Android smartphone's touchscreen is unresponsive in a narrow vertical strip on the left side of the screen. The rest of the screen works normally. The user has removed the screen protector and cleaned the screen, but the issue persists. There is no visible damage, cracks, or discoloration. Which of the following is the MOST likely cause?

Accepted Answer

Digitizer failure. The touchscreen uses a digitizer layer to detect touch input. A narrow vertical strip of unresponsiveness, with no visible damage and after cleaning, indicates a localized failure of the digitizer's sensing grid. The LCD panel remains functional because display output is unaffected.

Answer

Software glitch requiring factory reset

Answer

Stuck pixel

Answer

LCD panel failure

Question 7

A user reports that their smartphone will charge wirelessly on a charging pad but will not charge when connected to a USB-C cable. The cable and charger have been tested on another phone and work normally. The technician has already performed a forced restart and cleaned the charging port with compressed air. Which component should the technician replace FIRST?

Accepted Answer

Charging port flex cable / charge port assembly. The charging port flex cable / charge port assembly is the most likely culprit because wireless charging works (bypassing the port entirely) but wired USB-C charging fails, even though the cable and charger are proven good on another device. This isolates the fault to the physical port or its internal flex cable connection, which is a common failure point due to wear, debris, or damage that compressed air cannot resolve.

Answer

Battery

Answer

Main board / motherboard

Answer

USB controller chip

Question 8

A user reports that their desktop computer runs for about ten minutes, then suddenly shuts down without warning. After a few minutes, it can be restarted, but the same problem occurs. The technician suspects overheating. Which of the following should the technician check FIRST?

Accepted Answer

Verify that the CPU fan spins freely when the system is powered on. The symptom of a system running for a short period, then shutting down and restarting after cooling, is classic for overheating. The CPU fan is the primary active cooling component; if it fails to spin, the CPU will quickly reach its thermal threshold (typically around 100°C for modern CPUs) and trigger a thermal shutdown. Checking that the fan spins freely is the quickest, least invasive first step to confirm basic cooling operation.

Answer

Reapply thermal paste between the CPU and heatsink

Answer

Replace the power supply unit (PSU)

Answer

Run a memory diagnostic tool like MemTest86

Question 9

A user reports that their iPhone will not charge when plugged into a charger. The technician examines the Lightning port and notices that there is visible debris inside the port. The technician has tried different charging cables and power adapters, all of which work with other iPhones. Which of the following is the BEST next step to resolve the issue?

Accepted Answer

Use compressed air to blow out the debris.. The visible debris in the Lightning port is physically obstructing the connection between the cable and the port's pins. Since the technician has already verified that the cables and adapters work with other iPhones, the issue is isolated to the port itself. Using compressed air is the safest and most effective first step to dislodge debris without damaging the delicate internal components.

Answer

Replace the charging port assembly.

Answer

Update the iOS to the latest version.

Answer

Perform a factory reset on the iPhone.

Question 10

A user reports that their desktop computer frequently freezes and becomes unresponsive during video editing sessions. The technician runs diagnostic software and notices that the CPU temperature reaches 95°C (203°F) under load. The CPU is an Intel Core i7 with a stock cooler. The case has adequate ventilation. Which of the following should the technician do FIRST?

Accepted Answer

Reapply thermal paste between the CPU and heat sink. The CPU temperature of 95°C under load is well above the typical safe operating range (usually 80-85°C max for most Intel Core i7 processors). Since the case has adequate ventilation and the stock cooler is present, the most likely cause is degraded or improperly applied thermal paste, which reduces heat transfer efficiency. Reapplying thermal paste is the simplest, least invasive, and most cost-effective first step to restore proper thermal conductivity between the CPU and heat sink.

Answer

Replace the CPU

Answer

Replace the power supply

Answer

Install additional case fans

Question 11

A user reports that their iPhone 12 is not receiving incoming phone calls. When someone calls, the call goes directly to voicemail after one ring. The phone shows full signal strength, and Do Not Disturb (DND) is confirmed to be off. The user can make outgoing calls and send/receive text messages. Which of the following should the technician check NEXT to resolve the issue?

Accepted Answer

Check the call forwarding settings under Phone settings. The symptom—calls going directly to voicemail after one ring while the user can make outgoing calls and send texts—strongly suggests that incoming calls are being redirected. Call forwarding settings, specifically unconditional forwarding (CFU) or forwarding on no reply, can cause this behavior even when DND is off and signal is strong. Checking the Phone > Call Forwarding settings is the logical next step because it directly addresses the call routing issue without unnecessary resets or restarts.

Answer

Restart the iPhone

Answer

Update carrier settings

Answer

Reset network settings

Question 12

A user reports that their iPhone 13 frequently shuts down unexpectedly when the battery indicator shows between 15% and 20% charge. The phone displays the low battery warning and then powers off. The user has already force-restarted the device and checked for iOS updates. The battery health reading in Settings shows 79% maximum capacity. Which of the following is the MOST likely cause of this issue?

Accepted Answer

The battery has degraded and can no longer hold sufficient voltage under load. The iPhone 13's battery health reading of 79% maximum capacity indicates significant chemical aging. When a lithium-ion battery degrades past 80%, its internal resistance increases, causing voltage to sag under load. At low charge levels (15-20%), the voltage drop can trigger the device's safety cutoff, causing an unexpected shutdown even though the software still reports remaining charge.

Answer

A faulty charging port or cable

Answer

The battery requires calibration by fully draining and recharging

Answer

A defective logic board or power management IC

Question 13

A user reports that their smartphone's Bluetooth will not pair with their car's hands-free system after a recent OS update. The car's system has been successfully paired with other phones. The technician has reset the phone's network settings and forgotten the car from the Bluetooth list, but the pairing still fails. Which of the following should the technician try NEXT?

Accepted Answer

Check for a firmware update for the car's infotainment system. The car's system works with other phones, so the issue is likely an incompatibility introduced by the smartphone's OS update. Checking for a firmware update for the car's infotainment system is the next logical step because the car's Bluetooth stack may need an update to maintain compatibility with the new OS version's Bluetooth profiles or security requirements (e.g., LE Secure Connections).

Answer

Perform a factory reset of the smartphone

Answer

Replace the Bluetooth antenna in the smartphone

Answer

Disable Wi-Fi on the smartphone before pairing

Question 14

A user reports that their smartphone's GPS location is inaccurate, often showing the wrong street or city. The user states that mapping applications open and the phone is able to see satellites, but the blue location dot is far from the actual position. The phone is running the latest operating system version. Which of the following should a technician check FIRST?

Accepted Answer

Date and time settings. Correct answer is B. GPS accuracy heavily depends on precise time synchronization. The GPS satellites broadcast time signals using atomic clocks, and the receiver calculates its position by measuring the time delay of signals from multiple satellites. If the device's date and time settings are incorrect—even by a few seconds—the trilateration calculation will produce an inaccurate position, often showing the wrong street or city. Since the phone can see satellites and open mapping apps, the issue is likely a time offset, not a connectivity or mode problem.

Answer

Location mode setting (e.g., GPS only vs. high accuracy)

Answer

Airplane mode status

Answer

Bluetooth pairing list

Question 15

A user reports that their laptop's external monitor connected via HDMI is not detected. The technician tested the external monitor with another laptop and it works. The laptop's built-in display functions normally. Which of the following should the technician try NEXT?

Accepted Answer

Press the function key (e.g., Fn+F4) to toggle display output. The external monitor works with another laptop, so the monitor and HDMI cable are functional. The laptop's built-in display works, indicating the graphics hardware is operational. Pressing the function key (e.g., Fn+F4) toggles the display output mode (e.g., extend, duplicate, external only) and is the quickest way to resolve a display detection issue caused by the laptop's display mode being set to internal-only.

Answer

Update the graphics driver

Answer

Replace the HDMI cable

Answer

Reinstall the operating system

Question 16

A user reports that their iPhone's touchscreen is unresponsive after the device was accidentally dropped in a puddle. The technician dries the phone, performs a forced restart, and cleans the screen, but the touch remains unresponsive. However, the display still shows images correctly. Which component is most likely damaged?

Accepted Answer

Digitizer. The digitizer is the component responsible for converting touch input into electrical signals. Since the display still shows images correctly but the touchscreen is unresponsive, the LCD panel and backlight are functioning, isolating the damage to the digitizer layer.

Answer

LCD panel

Answer

Backlight

Answer

Battery

Question 17

A user reports that their smartphone’s battery drains very quickly, even when not actively in use. The technician notes that the device feels warm to the touch, the screen brightness is set to maximum, and several apps are running in the background. The device is running the latest OS version. Which of the following should the technician recommend as the FIRST step to address the battery drain?

Accepted Answer

Reduce the screen brightness and close unused background apps. The most immediate and effective first step is to reduce screen brightness and close unused background apps because the display is the largest power consumer in a smartphone, and background apps can keep the CPU active, generating heat and draining the battery. Since the device is already on the latest OS version and the symptoms point to user-configurable settings rather than hardware failure, this non-invasive step directly addresses the two most likely causes of rapid drain.

Answer

Replace the battery with a new OEM battery

Answer

Perform a factory reset and restore from a recent backup

Answer

Update the device’s operating system

Question 18

A user reports that their Android smartphone's battery drains significantly faster after a recent app update. The phone has the latest OS updates installed. The user has already restarted the phone and closed all running apps. Which of the following should the technician advise the user to check FIRST?

Accepted Answer

The battery usage statistics in Settings to identify the app consuming power. Option C is correct because the most direct and efficient first step is to check the battery usage statistics built into Android Settings. This feature provides a per-app breakdown of power consumption since the last full charge, allowing the technician to identify if the recently updated app is responsible for the abnormal drain. Restarting and closing apps already ruled out transient issues, so examining system-level battery data is the logical next step before adjusting settings or using third-party tools.

Answer

The battery health using a third-party app

Answer

The screen brightness and timeout settings

Answer

The NFC settings to ensure it is disabled

Question 19

A network technician is configuring a managed switch for a small office. The security policy requires that only specific authorized devices should be allowed to connect to the network via the switch ports. The technician wants the switch to automatically learn the MAC addresses of the first device that connects to each port and then lock that port to only that MAC address. Any other device connecting to the same port should be blocked. Which switch feature should be configured to accomplish this?

Accepted Answer

Port security with sticky MAC addresses.. Port security with sticky MAC addresses allows the switch to dynamically learn the MAC address of the first device connected to a port and then 'stick' that address to the port's configuration. Once learned, the switch will block any other MAC address from communicating on that port, enforcing the security policy that only the authorized device can connect.

Answer

802.1X authentication.

Answer

DHCP snooping.

Answer

VLAN hopping prevention.

Question 20

A small office uses a single router that provides DHCP services for the LAN. The router is connected to a managed switch, and 20 workstations are connected to the switch. Two workstations (Workstation A and Workstation B) are unable to obtain an IP address from DHCP. They both receive APIPA addresses (169.254.x.x). Other workstations on the same switch obtain IP addresses and can access the internet. The technician checks the router's DHCP server logs and sees that the pool of available addresses is not exhausted. Which of the following is the MOST likely cause of the issue?

Accepted Answer

The switch ports for Workstation A and B are configured on a different VLAN that does not have DHCP access. The correct answer is A because if Workstation A and B are on a different VLAN that lacks a DHCP relay agent or a DHCP server configured for that VLAN, their DHCP discovery broadcasts will not reach the DHCP server. The router's DHCP logs show available addresses, ruling out exhaustion, and other workstations on the same physical switch obtain IPs, indicating the switch is not the issue. APIPA addresses (169.254.x.x) are assigned when no DHCP response is received, which aligns with VLAN isolation blocking DHCP traffic.

Answer

The workstations have static IP addresses configured

Answer

The DHCP server is out of leases

Answer

The network cables for those workstations are faulty