The answer is to boot the Android device into Safe Mode to check if the touchscreen unresponsive issue persists. This is correct because Safe Mode disables all third-party applications, allowing the technician to isolate whether a downloaded app is interfering with the touchscreen driver or system processes. Since a forced restart did not resolve the problem, Safe Mode diagnosis is the logical next step in the CompTIA A+ Core 2 220-1202 troubleshooting methodology, which follows the “test the theory” phase after initial recovery attempts. On the exam, this scenario tests your ability to differentiate between hardware and software causes; a common trap is immediately assuming a hardware failure when the notification LED still works. Remember the mnemonic “Safe Mode Saves Software” — if the touchscreen works in Safe Mode, the culprit is a third-party app, not the digitizer.
220-1202 Mobile OS and App Troubleshooting Practice Question
This 220-1202 practice question tests your understanding of mobile os and app troubleshooting. 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 user reports that their Android phone's screen is unresponsive to touch, but the buttons and notification LED still work. They have already performed a forced restart. What should the technician do NEXT?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Boot the phone into Safe Mode to check if the issue persists.
This scenario tests troubleshooting touchscreen issues. Since a forced restart didn't help, booting into Safe Mode can determine if a third-party app is causing the problem.
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.
✗
Replace the screen assembly.
Why it's wrong here
Hardware replacement should only be done after software causes are ruled out, as it is costly and irreversible.
✓
Boot the phone into Safe Mode to check if the issue persists.
Why this is correct
Safe Mode disables third-party apps; if the touch works there, a recently installed app is likely the culprit.
Related concept
Read the scenario before looking for a memorised answer.
✗
Perform a factory reset from the recovery menu.
Why it's wrong here
A factory reset is a more drastic step and should be done after Safe Mode testing to confirm the cause.
✗
Update the phone's firmware using a computer.
Why it's wrong here
Firmware updates may help but are not the next logical step after a forced restart; Safe Mode is more targeted.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
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.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→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.
Identify which 220-1202 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Mobile OS and App Troubleshooting — This question tests Mobile OS and App Troubleshooting — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Boot the phone into Safe Mode to check if the issue persists. — This scenario tests troubleshooting touchscreen issues. Since a forced restart didn't help, booting into Safe Mode can determine if a third-party app is causing the problem.
What should I do if I get this 220-1202 question wrong?
Identify which 220-1202 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
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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