- A
Boot into Safe Mode and run System File Checker (sfc /scannow).
Why wrong: While Safe Mode and SFC can repair corrupted system files, this is more time-consuming and should be done after simpler fixes fail. The immediate symptom suggests a shell crash, not necessarily file corruption.
- B
Press Ctrl+Alt+Del, open Task Manager, then run a new task and type 'explorer.exe'.
This restarts the Windows shell, which is the most common fix for a black screen with a cursor. It is quick, safe, and often restores the desktop immediately.
- C
Perform a system restore to a point before the issue started.
Why wrong: System Restore is a more drastic step that should be reserved for when simpler troubleshooting fails. It may also undo recent changes unrelated to the problem.
- D
Check the display driver by pressing Windows+P and switching display modes.
Why wrong: The Windows+P shortcut cycles through display modes and can help if the screen is blank due to a misconfigured external display, but it will not fix a crashed Explorer shell.
Quick Answer
The correct first step is to press Ctrl+Alt+Del, open Task Manager, and run a new task with 'explorer.exe'. This works because a black screen with cursor after login in Windows 10 typically means the Windows Explorer shell process has crashed or failed to load, leaving the desktop and taskbar unresponsive while the mouse remains movable. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your knowledge of the Windows graphical shell and the troubleshooting methodology of starting with the least destructive fix—restarting explorer.exe avoids a full reboot and often restores the desktop immediately. A common trap is jumping to System Restore or Safe Mode, but the question’s clue that Ctrl+Alt+Del works means Task Manager is accessible, making this the fastest, safest first step. Memory tip: “Explorer.exe is the desktop’s engine; if it stalls, restart it from Task Manager’s ‘New Task’ lane.”
220-1202 Windows OS Troubleshooting Practice Question
This 220-1202 practice question tests your understanding of windows os 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 Windows 10 laptop suddenly shows a black screen with a movable mouse cursor after logging in. They can press Ctrl+Alt+Del to open the security screen. Which troubleshooting step should you perform first to restore the desktop?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue:
"first"Why it matters: Order matters here. You are being tested on which action comes before the others — not which action is generally useful.
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
Press Ctrl+Alt+Del, open Task Manager, then run a new task and type 'explorer.exe'.
A black screen with a cursor after login often indicates that the Windows Explorer shell (explorer.exe) has crashed or is not starting properly. Using Task Manager to manually restart the explorer.exe process is a quick and non-destructive first step that often resolves the issue without rebooting.
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.
- ✗
Boot into Safe Mode and run System File Checker (sfc /scannow).
Why it's wrong here
While Safe Mode and SFC can repair corrupted system files, this is more time-consuming and should be done after simpler fixes fail. The immediate symptom suggests a shell crash, not necessarily file corruption.
- ✓
Press Ctrl+Alt+Del, open Task Manager, then run a new task and type 'explorer.exe'.
Why this is correct
This restarts the Windows shell, which is the most common fix for a black screen with a cursor. It is quick, safe, and often restores the desktop immediately.
Clue confirmation
The clue word "first" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
Perform a system restore to a point before the issue started.
Why it's wrong here
System Restore is a more drastic step that should be reserved for when simpler troubleshooting fails. It may also undo recent changes unrelated to the problem.
- ✗
Check the display driver by pressing Windows+P and switching display modes.
Why it's wrong here
The Windows+P shortcut cycles through display modes and can help if the screen is blank due to a misconfigured external display, but it will not fix a crashed Explorer shell.
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.
What to study next
Got this wrong? Here's your next step.
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.
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Windows OS Troubleshooting — study guide chapter
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Windows OS Troubleshooting practice questions
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FAQ
Questions learners often ask
What does this 220-1202 question test?
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: Press Ctrl+Alt+Del, open Task Manager, then run a new task and type 'explorer.exe'. — A black screen with a cursor after login often indicates that the Windows Explorer shell (explorer.exe) has crashed or is not starting properly. Using Task Manager to manually restart the explorer.exe process is a quick and non-destructive first step that often resolves the issue without rebooting.
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.
Are there clue words in this question I should notice?
Yes — watch for: "first". Order matters here. You are being tested on which action comes before the others — not which action is generally useful.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
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Last reviewed: Jun 19, 2026
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.
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