220-1101 Mobile Devices Practice Test 4 — 15 Questions

Question 1

A user reports that their iPhone 12 will not vibrate when receiving incoming calls or text messages. The user has already checked the physical side switch (silent/ringer) and ensured it is not set to silent. The ringer volume is turned up. Which of the following should the user check NEXT to resolve the issue?

Accepted Answer

Check the 'Vibrate on Ring' setting in Sounds & Haptics. The iPhone 12 uses a dedicated 'Vibrate on Ring' toggle within Settings > Sounds & Haptics to control vibration for incoming calls and texts. Since the user has already verified the physical side switch is not set to silent and the ringer volume is up, the next logical step is to check this software setting, as it can be independently disabled even when the ringer is active.

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Enable Do Not Disturb mode to ensure no interruptions are blocked

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Perform a 'Reset All Settings' from the Settings app

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Check the Bluetooth settings to ensure no external device is playing sounds

Question 2

A user reports that their Android smartphone's screen does not rotate when the device is turned sideways. The auto-rotate setting is enabled. Which of the following is the MOST likely cause?

Accepted Answer

The accelerometer sensor is faulty.. The accelerometer sensor is responsible for detecting the orientation of the device by measuring linear acceleration along the x, y, and z axes. When auto-rotate is enabled but the screen fails to rotate, a faulty accelerometer is the most likely cause because the operating system relies on this sensor to determine when to switch between portrait and landscape modes.

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The gyroscope sensor is faulty.

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The magnetometer sensor is faulty.

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The proximity sensor is faulty.

Question 3

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

A. Option A is correct because the iPhone 13, like many modern mobile devices, may fail to connect to a Wi-Fi network due to a private MAC address conflict. When 'Private Wi-Fi Address' is enabled, the iPhone generates a randomized MAC address for each network. If the office Wi-Fi uses MAC address filtering or a captive portal that expects a consistent MAC, the randomized address will be rejected. The next best step is to disable this feature for that specific network, which forces the iPhone to use its actual hardware MAC address, matching what the network expects.

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B

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C

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D

Question 4

A user reports that their Android smartphone will not send picture messages (MMS). Text messages (SMS) send and receive normally. The user has mobile data enabled and is within a strong signal area. Which of the following should the technician check FIRST?

Accepted Answer

Verify the APN settings. MMS relies on specific APN settings to route multimedia content through the carrier's data network. Since SMS (which uses the signaling channel) works fine but MMS fails, the most likely cause is incorrect or missing APN parameters such as the MMSC URL, MMS proxy, or MMS port. Verifying and correcting the APN settings is the first logical step before more disruptive troubleshooting.

Answer

Disable and re-enable mobile data

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Check the carrier's data limit

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Reset Wi-Fi, mobile & Bluetooth settings

Question 5

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

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Update carrier settings

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Reset network settings

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.

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Software glitch requiring factory reset

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Stuck pixel

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LCD panel failure

Question 7

A user reports that their iPhone 14 Pro will not connect to a corporate Wi-Fi network that uses WPA2-Enterprise with 802.1X authentication. The user can see the network in the Wi-Fi list and selects it, but after entering their username and password, the connection fails with a generic 'Unable to join the network' error. Other iOS devices in the office connect to the same network without issues. The technician has already restarted the iPhone, forgotten the network, and re-entered the credentials. Which of the following should the technician try NEXT?

Accepted Answer

Install the required root or authentication certificate on the iPhone.. WPA2-Enterprise with 802.1X authentication requires a RADIUS server and often uses digital certificates (e.g., X.509) to validate the server's identity before the client sends credentials. The generic 'Unable to join the network' error after entering credentials, while other iOS devices connect successfully, strongly indicates a missing or untrusted root or authentication certificate on the iPhone. Installing the required certificate (often via a configuration profile or trusted certificate authority) resolves the trust chain issue, allowing EAP-TLS or PEAP to complete.

Answer

Reset the iPhone's network settings.

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Update the iPhone to the latest version of iOS.

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Change the Wi-Fi security to WPA2-Personal on the access point.

Question 8

A user reports that their Android smartphone cannot complete contactless payments at NFC terminals. The user has NFC enabled in settings and has tried multiple payment terminals. Other smartphones work at the same terminals. The phone’s screen and case are in good condition with no visible damage. Which of the following should the technician advise the user to check FIRST?

Accepted Answer

Remove the phone case and try again. The correct first step is to remove the phone case because many cases, especially those with metallic components or thick materials, can interfere with the NFC antenna's ability to communicate with the terminal. NFC operates at 13.56 MHz and relies on near-field inductive coupling; a case can block or detune the magnetic field, preventing payment completion even when NFC is enabled and the phone is otherwise functional.

Answer

Clear the cache for the payment app

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Reinstall the payment application

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Disable and re-enable NFC in system settings

Question 9

A user reports that their iPhone cannot send iMessages to another iPhone user. Text messages (SMS) to the same contact work normally. The user has a strong cellular data connection and iMessage is enabled in Settings. Which of the following should the technician check FIRST to resolve the issue?

Accepted Answer

The recipient's phone number is registered with Apple's iMessage service. iMessage relies on Apple's push notification service (APNs) and requires the recipient's phone number to be registered with Apple's iMessage servers. If the recipient's number is not registered, the iPhone will fall back to SMS for that contact, but since SMS works normally, the issue is specifically that the recipient's number is not associated with iMessage. The strong cellular data connection confirms that the network path to Apple's servers is functional, so the first logical check is the recipient's iMessage registration status.

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The user's iPhone has Do Not Disturb enabled

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The user's iPhone is updated to the latest iOS version

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The network operator's MMS settings (APN) are correctly configured

Question 10

A user reports that their Android smartphone's battery drains very quickly since a recent app update. The phone is running the latest OS version. The user closes all apps from the app switcher, but the battery continues to drain. Which of the following should the technician advise the user to check FIRST?

Accepted Answer

The app's background activity and location permissions. After an app update, the most likely cause of excessive battery drain is that the app is using background services, such as location, syncing, or other tasks. Closing apps from the app switcher may not fully stop background processes. The user should check the app's permissions and battery usage settings to revoke unnecessary background activity or force stop the app.

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The screen brightness settings

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The battery calibration

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The Wi-Fi and Bluetooth settings

Question 11

A user reports that their iPhone 12 is not receiving incoming phone calls from unknown numbers. When an unknown number calls, it goes straight to voicemail after one ring. Known contacts in the user's address book ring normally. The user confirms Do Not Disturb is off. Which of the following is the MOST likely cause?

Accepted Answer

The phone has 'Silence Unknown Callers' enabled.. iOS includes a feature called 'Silence Unknown Callers' that automatically sends calls from unknown numbers to voicemail without ringing. This feature is separate from Do Not Disturb and is designed to reduce spam calls. It also affects legitimate unknown callers. Checking this setting is the first step.

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The phone's SIM card is faulty.

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The phone is in Low Power Mode.

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The phone's software needs to be updated.

Question 12

A user reports that their Android smartphone is not recognized by a Windows 10 computer when connected via USB. The user wants to transfer photos from the phone to the computer. The phone charges when connected. The technician checks the computer's Device Manager and sees an unknown device with a yellow exclamation mark. The user has already tried different USB cables and ports. Which of the following is the MOST likely cause?

Accepted Answer

The phone's USB mode is set to 'Charging only' instead of 'File Transfer'.. When an Android phone is connected to a computer for file transfer, the phone must be set to a mode that allows data access, such as 'File Transfer' or 'MTP'. If the mode is set to 'Charging only' (or similar), the computer will see the device as a charger and may not recognize it as a storage device, leading to the unknown device error. The user needs to change the USB mode from the phone's notification area or settings. A damaged USB port (A) is unlikely because charging works; battery defect (C) is unrelated; Apple Mobile Device driver (D) is for iOS devices, not Android.

Answer

The USB port on the computer is damaged.

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The phone's battery is defective.

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The computer is missing the Apple Mobile Device driver.

Question 13

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.

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The battery health using a third-party app

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The screen brightness and timeout settings

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The NFC settings to ensure it is disabled

Question 14

A user reports that their Android smartphone will not connect to a Bluetooth headset that was previously paired. The user has tried turning Bluetooth off and on, and restarting the phone. The headset works with other devices. Which of the following should the technician advise the user to try NEXT?

Accepted Answer

Forget the headset in Bluetooth settings and re-pair. The most likely issue is a corrupted Bluetooth pairing profile on the phone. Forgetting the headset removes the stored encryption keys and connection parameters, forcing a fresh pairing handshake (using SSP or legacy pairing) that re-establishes a valid link. Since the headset works with other devices, the problem is isolated to the phone's Bluetooth stack, not the headset.

Answer

Reset the network settings on the phone

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Update the phone's operating system

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Replace the Bluetooth antenna

Question 15

A user reports that their Android smartphone can send and receive SMS messages and browse the internet using mobile data, but cannot send or receive MMS (picture messages). The technician has confirmed that mobile data is enabled and the signal is strong. Which of the following should the technician check FIRST?

Accepted Answer

The APN settings for MMS proxy and port. MMS (Multimedia Messaging Service) requires specific APN (Access Point Name) settings, including an MMS proxy and port, to route multimedia content through the carrier's MMS gateway. Since SMS and mobile data work, the issue is isolated to MMS configuration, making APN settings the logical first check. The technician should verify the MMS proxy, port, MMSC URL, and MMS protocol fields in the device's APN configuration.

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The SMS center number

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The phone's storage space

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The messaging app's permissions