220-1101 Mobile Devices Practice Test 5 — 15 Questions

Question 1

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?

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

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.

Answer

Update the iPhone to the latest version of iOS.

Answer

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

Question 2

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

Answer

Reinstall the payment application

Answer

Disable and re-enable NFC in system settings

Question 3

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.

Answer

The user's iPhone has Do Not Disturb enabled

Answer

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

Answer

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

Question 4

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.

Answer

The screen brightness settings

Answer

The battery calibration

Answer

The Wi-Fi and Bluetooth settings

Question 5

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.

Answer

The phone's SIM card is faulty.

Answer

The phone is in Low Power Mode.

Answer

The phone's software needs to be updated.

Question 6

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.

Answer

The phone's battery is defective.

Answer

The computer is missing the Apple Mobile Device driver.

Question 7

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

Answer

Update the phone's operating system

Answer

Replace the Bluetooth antenna

Question 8

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.

Answer

The SMS center number

Answer

The phone's storage space

Answer

The messaging app's permissions

Question 9

A technician is repairing a smartphone with a cracked digitizer but a functional LCD. The technician needs to safely separate the digitizer from the LCD without causing further damage. Which tool is most appropriate for this task?

Accepted Answer

Spudger (plastic opening tool). The digitizer is the touch-sensitive layer on top of the LCD. To separate it without damaging the underlying LCD, a plastic spudger is used because it is non-conductive, non-marring, and thin enough to gently pry the adhesive bond between the layers. Metal tools or hammers would shatter the glass or puncture the LCD.

Answer

Phillips head screwdriver

Answer

Soldering iron

Answer

Claw hammer

Question 10

A technician needs to remove a swollen lithium-ion battery from a laptop before performing further repairs. Which of the following is the most critical safety step to take before beginning the removal?

Accepted Answer

Disconnect the AC adapter and remove the battery from the laptop while powered off. Disconnecting the AC adapter and powering off the laptop ensures that no electrical current is flowing to the system, eliminating the risk of a short circuit or electrical shock when handling a damaged lithium-ion battery. A swollen battery is chemically unstable and can rupture or ignite if disturbed while the system is still powered or connected to a charger. This step is the most critical because it directly addresses the immediate electrical hazard before any physical manipulation of the battery.

Answer

Fully discharge the battery by running the laptop until it shuts down

Answer

Use a metal spudger to gently pry the battery out of its compartment

Answer

Place the removed battery in a sealed plastic bag for disposal

Question 11

A technician replaces a smartphone's fused screen assembly (LCD + digitizer + glass). After reassembly, the phone powers on and the display shows correctly, but the touchscreen is completely unresponsive. Which of the following is the most likely cause?

Accepted Answer

The digitizer cable is not connected. The fused screen assembly includes the LCD, digitizer, and glass. The digitizer is responsible for touch input, and it connects to the motherboard via a separate ribbon cable. If the display works but the touchscreen is unresponsive, the digitizer cable is likely not connected or is loose, as the LCD cable only handles video output.

Answer

The LCD cable is loose

Answer

The battery is not fully seated

Answer

The new screen assembly is incompatible with the phone's OS

Question 12

A user reports that their smartphone's battery drains significantly faster than usual, and the device feels warm to the touch even when it is not being actively used. The battery is not swollen. Which of the following is the MOST likely cause of these symptoms?

Accepted Answer

Background app malfunction causing high CPU usage. A background app malfunction causing high CPU usage forces the processor to draw more power, generating excess heat even when the device is idle. This directly explains both the rapid battery drain and the warmth, as the CPU remains active without user interaction.

Answer

Faulty charging port

Answer

Defective display assembly

Answer

Weak cellular signal

Question 13

A user reports that their smartphone's battery drains significantly faster than usual, and the device feels warm to the touch even when idle. The battery is not swollen. Which of the following should the technician do FIRST to diagnose the issue?

Accepted Answer

Check the battery usage per application in the device settings. The first step in diagnosing rapid battery drain and overheating is to check the battery usage per application in the device settings. This allows the technician to identify if a specific app is consuming excessive CPU resources or keeping the device awake abnormally, which is a common cause of heat generation and battery depletion even when idle. Replacing the battery or performing a factory reset without first checking app-level power consumption is premature and may not address the root cause.

Answer

Replace the battery with a new OEM battery

Answer

Perform a factory reset of the device

Answer

Update the device's operating system to the latest version

Question 14

A technician is setting up a new smartphone for a user. The user wants to be able to unlock the phone using their face. Which of the following biometric authentication methods should the technician configure?

Accepted Answer

Facial recognition. Facial recognition uses the front-facing camera to capture and analyze unique facial features, such as the distance between the eyes and the shape of the cheekbones, to authenticate the user. This is the correct biometric method for unlocking a smartphone with the user's face, as it directly matches the requirement.

Answer

Fingerprint scanner

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Iris scanner

Answer

PIN code

Question 15

A user reports that their smartphone will not charge when connected to a known-good charger and cable. The technician examines the charging port and sees debris inside. Which of the following tools should the technician use to safely remove the debris?

Accepted Answer

A wooden toothpick. A wooden toothpick is non-conductive and non-abrasive, making it safe to dislodge debris from a smartphone charging port without risking short circuits or damaging the delicate pins inside the USB-C or Lightning connector. Metal tools can cause electrical shorts or scratch the port's contacts, while compressed air may push debris deeper, and alcohol with a cotton swab can leave fibers or moisture that interfere with charging.

Answer

A metal paperclip

Answer

A can of compressed air

Answer

Isopropyl alcohol and a cotton swab