220-1101 Mobile Devices — 20 Questions

Question 1

A user reports that their Android smartphone no longer charges when connected to a wall charger. The technician tries a different charging cable and power adapter, but the phone still does not charge. The phone's charging port appears clean and free of debris. The technician then attempts to charge the phone using a wireless charging pad, and the phone charges successfully. Which of the following is the most likely cause of the issue?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The USB-C connector on the charging port is damaged.. The phone charges wirelessly but not via the USB-C port, which isolates the issue to the wired charging circuit. Since different cables and adapters were tried and the port is clean, the most likely cause is physical damage to the USB-C connector, such as bent pins or worn contacts, preventing proper electrical connection. Wireless charging uses a separate coil and circuit, so its functionality confirms the battery and power management system are intact.

Answer

The smartphone's battery has reached end of life.

Answer

The wireless charging coil is malfunctioning.

Answer

The operating system has a power management bug.

Question 2

A user reports that their iPhone's battery drains quickly while 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 way to reduce battery drain from this app?

Accepted Answer

Turn off Location Services for Find My. Find My uses Location Services to track and report device locations in the background, which is the likely cause of the significant background activity shown in Battery settings. Disabling Location Services for Find My directly stops this background location tracking and reduces battery drain. Background App Refresh is for content updates and is unrelated to Find My's location-based background activity.

Answer

Disable Background App Refresh for Find My

Answer

Enable Low Power Mode

Answer

Turn off Bluetooth

Question 3

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

Disable Location Services for the Find My app.. Find My's battery drain in the background is primarily caused by its continuous access to Location Services, not by Background App Refresh. Disabling Location Services for Find My (or changing it to 'While Using') directly stops the background GPS/network activity that drains the battery. Turning off Background App Refresh may have minimal effect because Find My can still receive location updates when it has 'Always' location permission.

Answer

Turn off Background App Refresh for the Find My app.

Answer

Delete the Find My app from the iPhone.

Answer

Set the phone to Low Power Mode permanently.

Question 4

A user reports that their iPhone does not charge when connected to a USB port on their laptop, but it charges normally when using the included wall charger. The cable is known to be functional. Which of the following is the MOST likely cause of the issue?

Accepted Answer

The laptop's USB port does not supply enough current to charge the iPhone. USB ports on laptops typically provide a maximum of 500 mA (USB 2.0) or 900 mA (USB 3.0), while iPhones require at least 1 A (1000 mA) for standard charging. The wall charger can supply the necessary current, but the laptop's USB port cannot, causing the iPhone to either charge very slowly or not at all. Since the cable is known to be functional, the insufficient current output from the laptop's USB port is the most likely cause.

Answer

The iPhone battery has reached end of life

Answer

The USB cable is damaged

Answer

The Lightning port on the iPhone is clogged with debris

Question 5

A user reports that their iPhone is not receiving email push notifications from the company's Exchange server. The email account is configured correctly, and the user can manually check email by opening the Mail app. Other users on the same Exchange server receive push notifications without issues. The technician checks the iPhone's Settings > Mail and sees 'Push' is enabled. Which of the following should the technician check NEXT?

Accepted Answer

The phone's Do Not Disturb schedule is active. Push notifications can arrive but be silenced by Do Not Disturb or notification settings. Since the user can manually check email, the connection works. Other users on the same server rule out server-side issues. After confirming Push is enabled, the next logical step is to check if notifications are being suppressed by a device-wide setting like Do Not Disturb.

Answer

The iPhone's cellular data connection is active

Answer

The device's date and time settings are correct

Answer

The Exchange ActiveSync policy is blocking push for this device

Question 6

A user reports that their iPhone 13 will not connect to the office Wi-Fi network. The user can see the network in the Wi-Fi list, but after entering the correct password, the phone displays 'Unable to join the network.' Other devices can connect to the same Wi-Fi network without issues. The technician has already restarted the iPhone and performed a 'Forget This Network' and rejoined. Which of the following should the technician try NEXT?

Accepted Answer

Disable Private Wi-Fi Address for that network. The iPhone 13's Private Wi-Fi Address feature randomizes the MAC address per network. If the office Wi-Fi network uses MAC address filtering or a captive portal that tracks consistent MACs, this randomization will cause an 'Unable to join the network' error even with the correct password. The logical next step is to disable Private Wi-Fi Address for that specific network, forcing the iPhone to use its actual hardware MAC address, which resolves the conflict. Resetting network settings or other general fixes would be unnecessary and may erase saved networks and VPN configurations, making them less targeted approaches.

Answer

Reset network settings

Answer

Renew DHCP lease

Answer

Update iOS

Question 7

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. 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 8

A user's iPhone is not receiving any cellular signal. The technician confirms that Airplane Mode is off, the device is not in a low-signal area, and the SIM card is properly inserted and not damaged. Which of the following should the technician try FIRST?

Accepted Answer

Perform a hard reset. The first troubleshooting step after verifying Airplane Mode, signal strength, and SIM card should be a restart (hard reset). This is the least invasive step and can clear temporary software glitches. Resetting network settings is a more significant step that clears saved Wi-Fi passwords and other network configs, and is typically done after a restart fails. Updating carrier settings is also a possible early step, but a restart is generally recommended first.

Answer

Reset network settings

Answer

Insert a different SIM card

Answer

Update carrier settings

Question 9

A user's iPhone 12 is not making any sound during calls or notifications, but the ringer switch is not set to silent. The volume is turned up. The technician has already performed a force restart and updated iOS. Which of the following is the most likely cause?

Accepted Answer

The lightning port is clogged with debris, preventing audio output.. A clogged Lightning port can cause the iPhone to mistakenly detect headphones as connected, thereby routing audio away from the internal speakers. This leads to no sound during calls and notifications. A blocked speaker grille would typically cause muffled or low volume rather than complete silence. Bluetooth routing would only occur when a device is actually connected. A swollen battery would cause physical distortion and other issues.

Answer

The speaker grille is blocked by dirt or debris.

Answer

The Bluetooth is enabled, causing audio to route to a disconnected device.

Answer

The battery is swollen, pressing against internal components.

Question 10

A user dropped their iPhone, and now the screen displays vertical lines and the touch input is unresponsive in the affected area. The display still shows images and colors correctly in the unaffected areas. Which component is MOST likely damaged?

Accepted Answer

LCD panel. The vertical lines indicate the LCD panel is damaged because the display output is affected. The digitizer is the touch-sensitive layer; damage to it would cause touch issues but would not produce visible vertical lines. While the touch unresponsiveness suggests the digitizer may also be damaged, the question asks for the component MOST likely damaged based on the symptom of vertical lines, which points to the LCD panel.

Answer

Digitizer

Answer

Backlight

Answer

Logic board

Question 11

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 depends on the receiver using the correct time to apply satellite ephemeris data. While a slight clock offset is normally solved for in the position calculation, a significant date/time error—such as an incorrect year or time zone—can cause the receiver to misinterpret satellite signals and produce an inaccurate position. Since the device can see satellites and mapping apps open, checking the date and time settings is a fast and simple first step.

Answer

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

Answer

Airplane mode status

Answer

Bluetooth pairing list

Question 12

A technician sets up a smartphone for a user who wants to connect a Bluetooth keyboard and mouse. After pairing both devices, the user reports that typing on the keyboard produces random characters or repeated letters. The technician verifies that both devices are paired and show good battery levels. Which of the following is the MOST likely cause of this issue?

Accepted Answer

Bluetooth interference from other wireless devices in the area. Bluetooth interference from other wireless devices can cause signal degradation or packet loss, which commonly manifests as random characters or repeated letters from a Bluetooth keyboard. Since both devices are paired and have good battery levels, interference is the most likely explanation. Modern smartphones fully support simultaneous Bluetooth keyboard and mouse without such HID profile limitations.

Answer

The keyboard has a low battery

Answer

The phone's screen is dirty

Answer

The phone does not properly support both a Bluetooth keyboard and mouse simultaneously

Question 13

A user reports that their Android smartphone no longer charges when connected to a wall charger. The technician tries a different charging cable and power adapter, but the phone still does not charge. The phone's charging port appears clean and free of debris. The technician then attempts to charge the phone using a wireless charging pad, and the phone charges successfully. Which of the following is the most likely cause of the issue?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The phone's operating system has a bug that prevents the GPS from turning off.. When the location services toggle is disabled in Android, the operating system prevents all apps from accessing GPS hardware. The Fused Location Provider API respects this master switch, so a third-party app cannot cause the GPS radio to remain active while location services are turned off. The intermittent GPS icon combined with rapid battery drain and heat is most likely caused by an operating-system bug that fails to fully power down the GPS module when location services are disabled, leaving the radio active.

Answer

A malfunctioning battery management IC is overcharging the battery.

Answer

A third-party app is requesting location data and keeping the GPS radio active.

Answer

The GPS antenna is shorted, causing constant power draw.

Question 14

A technician is setting up a new Android tablet for a user who wants to connect a Bluetooth keyboard. The keyboard is turned on and in pairing mode. The tablet's Bluetooth is enabled, but the keyboard does not appear in the available devices list. Which of the following should the technician check FIRST?

Accepted Answer

Ensure the keyboard is within 30 feet (10 meters) of the tablet.. The keyboard is explicitly turned on and in pairing mode, so its battery is not depleted. The most logical first step is to verify the keyboard is within Bluetooth range (30 feet/10 meters). Distance is a common reason a discoverable device does not appear, and it is a simple check before moving to more complex troubleshooting like adapter faults or restarts.

Answer

Verify the keyboard's battery is not depleted.

Answer

Check if the tablet's Bluetooth adapter is faulty by testing with another Bluetooth device.

Answer

Restart the tablet to refresh the Bluetooth service.

Question 15

A user's smartphone screen does not auto-rotate when the device is turned sideways. The technician checks the 'Auto-rotate' setting and finds it is enabled. Which of the following components is MOST likely malfunctioning?

Accepted Answer

Accelerometer. The auto-rotate feature uses the accelerometer to sense the device's orientation relative to gravity. The gyroscope measures angular rotation rate and does not independently detect orientation relative to gravity. A malfunctioning accelerometer would be the most likely cause when auto-rotate is enabled but the screen does not rotate.

Answer

Proximity sensor

Answer

Ambient light sensor

Answer

Gyroscope

Question 16

A user reports that the touchscreen on their smartphone is unresponsive in the bottom-left corner but works everywhere else. Which component is most likely failing?

Accepted Answer

Digitizer failure. The touchscreen's digitizer is the layer responsible for detecting touch input. When a specific region of the screen becomes unresponsive while the display itself remains functional, it indicates a localized failure of the digitizer's grid or controller, not the LCD panel.

Answer

Dead pixels

Answer

LCD backlight issue

Answer

Pending OS update

Question 17

A user reports that their smartphone battery drains significantly faster after a recent OS update. Which of the following should the technician do FIRST to address this issue?

Accepted Answer

Check the battery usage statistics in the settings menu. The first step in troubleshooting battery drain after an OS update is to check the battery usage statistics in the settings menu. This allows the technician to identify which apps or services are consuming excessive power, often due to background processes or misconfigured settings introduced by the update. Replacing hardware or performing a full OS reinstall without first diagnosing the cause is premature and may not resolve the issue.

Answer

Replace the battery with a new one

Answer

Perform a factory reset and restore from backup

Answer

Reinstall the operating system using the latest firmware

Question 18

A user's smartphone running Android is unable to connect to any Wi-Fi network. The Wi-Fi toggle is grayed out and cannot be turned on. The technician has tried a soft reset and checked that Airplane Mode is off. Which of the following is the most likely cause?

Accepted Answer

Faulty Wi-Fi antenna or module. When the Wi-Fi toggle is grayed out and cannot be enabled, even after a soft reset and confirming Airplane Mode is off, it typically indicates a hardware-level failure. The most common cause is a faulty Wi-Fi antenna or module, as the operating system detects the hardware is not responding and disables the toggle to prevent user attempts. Software issues like corrupted settings or incorrect date/time would not prevent the toggle from being physically movable.

Answer

Corrupted network configuration

Answer

Incorrect date and time

Answer

Disabled Wi-Fi adapter in BIOS

Question 19

A user's iPhone will not charge even though the screen is cracked but still displays properly and responds to touch. The technician has cleaned the Lightning port and verified the charging cable and power adapter work with another device. Which component most likely needs replacement?

Accepted Answer

Replace the charging port flex cable. The iPhone charges through the Lightning port, which is connected to the logic board via the charging port flex cable. Since the screen is cracked but still displays and responds to touch, the LCD and digitizer are functional. The technician has already ruled out the cable and power adapter, so the most likely failure is the charging port flex cable, which can be damaged by debris, corrosion, or physical stress from the cracked screen.

Answer

Replace the LCD assembly

Answer

Replace the digitizer

Answer

Replace the battery

Question 20

A user reports that their laptop's touchpad is not working. The technician checks Device Manager and sees the touchpad is not listed. The function key (Fn + F7) that enables/disables the touchpad does not seem to respond. The technician has rebooted the laptop. Which of the following should the technician try NEXT?

Accepted Answer

Check BIOS settings for touchpad enable/disable. The touchpad not appearing in Device Manager and the Fn key not responding suggests the device is disabled at a lower level than the OS, such as in the BIOS/UEFI firmware. Checking BIOS settings is the correct next step because many laptops have a hardware-level enable/disable toggle for the touchpad that overrides OS and driver settings. This is a standard troubleshooting step before attempting driver updates or hardware replacement.

Answer

Update the touchpad driver via Windows Update

Answer

Replace the touchpad hardware

Answer

Run the System File Checker (sfc /scannow)