mediumMultiple ChoiceObjective-mapped
220-1202 Practice Question: That their Android phone's screen is unresponsive…
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 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
✓
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.
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
Replacing the screen assembly is a hardware repair that should only be considered after all software-related troubleshooting steps have been exhausted. This is a costly and irreversible procedure that could be unnecessary if the issue stems from a software glitch, a misconfigured setting, or a problematic third-party application. Proper diagnostic methodology dictates ruling out less intrusive and expensive solutions first to avoid premature and potentially wasteful repairs.
- ✓
Boot the phone into Safe Mode to check if the issue persists.
Why this is correct
Booting the Android phone into Safe Mode is the most appropriate next diagnostic step because it loads the operating system with only essential system applications and services, temporarily disabling all third-party applications. If the screen's touch functionality works correctly in Safe Mode, it strongly indicates that a recently installed or updated third-party application is interfering with the device's display or input system, allowing for targeted uninstallation or troubleshooting.
- ✗
Perform a factory reset from the recovery menu.
Why it's wrong here
Performing a factory reset from the recovery menu is a drastic measure that erases all user data, installed applications, and custom settings, returning the device to its original out-of-the-box state. While effective for resolving deep-seated software corruption, it should only be considered after less destructive diagnostic steps, such as Safe Mode, have failed to identify or resolve the problem, to prevent unnecessary data loss and inconvenience to the user.
- ✗
Update the phone's firmware using a computer.
Why it's wrong here
Updating the phone's firmware using a computer, while potentially resolving some system-level bugs, is not the most logical immediate next step for diagnosing a screen issue. Firmware updates can be time-consuming and carry a slight risk if interrupted, and they do not specifically target the isolation of third-party application conflicts, which Safe Mode is designed to do efficiently. It's a broader solution when a more targeted diagnostic is available.
Go deeper
Related to this question
About these practice questions
This 220-1202 question is part of Courseiva's 495-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1202 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 220-1202 exam.