easyMultiple ChoiceObjective-mapped
220-1201 Practice Question: A customer reports that their Android…
A customer reports that their Android smartphone's screen remains black when they press the power button, but the device vibrates when receiving calls. They have already tried a force restart by holding Power+Volume Down for 15 seconds. What should you do next to isolate the issue?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Connect the phone to a known-good external monitor via USB-C to test video output.
This scenario points to a display or backlight failure, not a total system crash. The device is operational (vibrates), so the problem is likely with the LCD, backlight, or display cable. Testing with an external display or checking for physical damage is the logical next step.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Replace the battery immediately.
Why it's wrong here
The customer's report indicates the phone is powered on and the operating system is running, as evidenced by the vibration for incoming calls. A failing battery typically manifests as the device not powering on at all, shutting down unexpectedly, or experiencing rapid discharge, not merely a black screen while remaining otherwise functional. Therefore, replacing the battery is a premature and unlikely solution for a display-specific hardware issue.
- ✓
Connect the phone to a known-good external monitor via USB-C to test video output.
Why this is correct
Since the phone is vibrating for calls, its core operating system and processing components are likely functional. Connecting the phone to a known-good external monitor via USB-C (assuming the phone supports video output, such as DisplayPort Alt Mode) is a critical diagnostic step. If video appears on the external display, it definitively isolates the problem to the internal display panel, its ribbon cable, or the display connector on the motherboard, confirming a hardware display fault.
- ✗
Perform a factory reset from recovery mode.
Why it's wrong here
A factory reset is a software-based solution intended to resolve operating system corruption or application conflicts by reverting the device to its default settings. However, the phone is still receiving calls, which strongly suggests the OS is functional. A factory reset would not address a hardware failure of the display panel or its connection, and it would result in significant data loss without resolving the underlying physical problem, making it an inappropriate and drastic step.
- ✗
Reinstall the operating system using a PC.
Why it's wrong here
Reinstalling the operating system, often referred to as flashing the ROM, is a software-intensive procedure aimed at correcting deep-seated OS corruption, boot loops, or system instability. Given that the phone vibrates for incoming calls, the operating system is clearly booting and running successfully in the background. This symptom points away from a software-related OS failure and strongly towards a hardware problem with the display assembly, making an OS reinstallation an ineffective troubleshooting step.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1201 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1201 exam.