The answer is to restart the Windows Explorer process in Task Manager. This is correct because the black screen with a cursor after login in Windows 10 indicates that the Windows shell—explorer.exe—has crashed or failed to load, while the system itself is still running. Since you can open Task Manager via Ctrl+Alt+Del, you can manually restart this process by going to File > Run new task and typing "explorer.exe," which reloads the desktop, taskbar, and File Explorer, restoring the full graphical interface. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your understanding of the Windows shell and recovery procedures; a common trap is confusing "Windows Explorer" with Internet Explorer or trying to restart the entire system. Remember the memory tip: "When the screen goes black, Explorer is the one you bring back."
220-1202 Windows OS Troubleshooting Practice Question
This 220-1202 practice question tests your understanding of windows os troubleshooting. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. 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 Windows 10 desktop shows a black screen with a movable cursor after logging in. They can press Ctrl+Alt+Del and open Task Manager. Which process should be restarted from Task Manager to restore the desktop and taskbar?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Restart the 'Windows Explorer' process in Task Manager.
The black screen with a movable cursor after login, combined with the ability to open Task Manager via Ctrl+Alt+Del, indicates that the Windows shell (explorer.exe) has crashed or is not running. Restarting the 'Windows Explorer' process from Task Manager (File > Run new task > 'explorer.exe') reloads the desktop, taskbar, and File Explorer, restoring the graphical user interface. This is the standard recovery step for a missing shell in Windows 10.
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.
✓
Restart the 'Windows Explorer' process in Task Manager.
Why this is correct
Windows Explorer (explorer.exe) manages the desktop and taskbar; restarting it resolves the black screen issue.
Related concept
Read the scenario before looking for a memorised answer.
✗
End the 'svchost.exe' process group.
Why it's wrong here
svchost.exe hosts critical services; ending it can cause system instability, not restore the desktop.
✗
Start the 'winlogon.exe' process.
Why it's wrong here
winlogon.exe handles logon/logoff; it is already running and does not control the desktop shell.
✗
Run 'msconfig' from the Run dialog to enable normal startup.
Why it's wrong here
msconfig changes boot configuration but does not directly fix a crashed shell; it is not accessible from a black screen without shell.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates confuse the 'Windows Explorer' process with Internet Explorer or assume that 'svchost.exe' is the correct service host to restart, when in fact the shell process (explorer.exe) is the specific component responsible for the desktop and taskbar.
Detailed technical explanation
How to think about this question
Under the hood, explorer.exe acts as the Windows shell, managing the desktop, taskbar, and Start menu via the Shell infrastructure (e.g., IShellBrowser, IDesktopWallpaper). When explorer.exe terminates unexpectedly, the underlying Desktop Window Manager (DWM) still renders the cursor, but no shell components are present. A real-world scenario is a corrupted shell extension (e.g., a third-party context menu handler) causing explorer.exe to crash on login, requiring a restart from Task Manager to bypass the faulty extension temporarily.
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 practitioner preparing for the 220-1202 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
Related glossary terms
Concepts from this question explained
These glossary pages explain the core terms tested in this 220-1202 question in full detail.
Windows OS Troubleshooting — This question tests Windows OS Troubleshooting — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Restart the 'Windows Explorer' process in Task Manager. — The black screen with a movable cursor after login, combined with the ability to open Task Manager via Ctrl+Alt+Del, indicates that the Windows shell (explorer.exe) has crashed or is not running. Restarting the 'Windows Explorer' process from Task Manager (File > Run new task > 'explorer.exe') reloads the desktop, taskbar, and File Explorer, restoring the graphical user interface. This is the standard recovery step for a missing shell in Windows 10.
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.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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