The answer is to say you will research the issue and call the customer back within an hour with steps. This is correct because when handling a printer issue after a Windows update professionally, the technician must first acknowledge the problem without jumping to conclusions—a driver conflict from the update often requires verifying compatibility logs or rollback procedures before acting. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your understanding of professional communication and troubleshooting methodology; a common trap is choosing an option that immediately reinstalls drivers or runs the printer troubleshooter, which can fail or waste time if the root cause is a corrupted update. The key is to set realistic expectations and avoid promising a fix you haven’t confirmed. Memory tip: “Pause before you print”—always research first, then resolve.
220-1202 Communication and Professionalism Practice Question
This 220-1202 practice question tests your understanding of communication and professionalism. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A customer reports that their printer is not working after a recent Windows update. The technician suspects a driver issue. Which of the following is the BEST way to handle this situation while maintaining customer satisfaction?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue: "best"
Why it matters: Signals that multiple options may be partially correct. Choose the option that most directly solves the exact problem described, not the one that sounds most complete.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Say you will research the issue and call them back within an hour with steps.
Option C is correct because it demonstrates professional communication and sets realistic expectations. The technician acknowledges the issue, commits to researching the specific driver compatibility problem caused by the Windows update, and promises a follow-up within a defined timeframe. This approach maintains customer trust and avoids making promises or taking actions without a clear plan.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
Tell the customer that Windows updates often break things and they should avoid updates.
Why it's wrong here
This blames the software without offering a solution and discourages important security updates.
✗
Ask the customer to try unplugging the printer and plugging it back in.
Why it's wrong here
While a simple step, it doesn't address the likely driver issue and may frustrate the customer further.
✓
Say you will research the issue and call them back within an hour with steps.
Why this is correct
This shows responsibility and sets a clear expectation, building trust.
Clue confirmation
The clue word "best" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
✗
Immediately remote into their computer and start checking settings without explaining.
Why it's wrong here
Lack of communication can confuse the customer and violate their sense of control.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates may choose Option B (unplug/replug) because it is a common troubleshooting step, but the question specifically tests communication and professionalism, not basic hardware troubleshooting, so the best answer is the one that manages the customer's expectations and demonstrates a planned, researched response.
Trap categories for this question
Similar concept trap
Lack of communication can confuse the customer and violate their sense of control.
Detailed technical explanation
How to think about this question
Windows updates often replace or update printer drivers via Windows Update or driver store, which can break compatibility with vendor-specific drivers. The technician should check the Windows Update history, identify the specific KB update, and then either roll back the driver via Device Manager or download the latest vendor driver from the printer manufacturer's support site. In a real-world scenario, the technician might also use the Windows Print Management console (printmanagement.msc) to verify driver versions and check for driver conflicts.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A small business has 20 workstations on the 192.168.1.0/24 network and one public IP from its ISP. The router uses PAT (NAT overload) so all 20 devices share one public address using different source ports. NAT questions test whether you understand the four address terms and which direction each translation applies.
Related glossary terms
Concepts from this question explained
These glossary pages explain the core terms tested in this 220-1202 question in full detail.
Communication and Professionalism — This question tests Communication and Professionalism — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Say you will research the issue and call them back within an hour with steps. — Option C is correct because it demonstrates professional communication and sets realistic expectations. The technician acknowledges the issue, commits to researching the specific driver compatibility problem caused by the Windows update, and promises a follow-up within a defined timeframe. This approach maintains customer trust and avoids making promises or taking actions without a clear plan.
What should I do if I get this 220-1202 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Are there clue words in this question I should notice?
Yes — watch for: "best". Signals that multiple options may be partially correct. Choose the option that most directly solves the exact problem described, not the one that sounds most complete.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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