220-1201 Practice Question: A customer reports that after a recent fall,…

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

• ✗

  Remove the battery first, then the back cover, and reseat the display cable.

  Why it's wrong here

  Modern mobile devices are designed with internal batteries that are not user-removable without first disassembling the device. The back cover typically secures the internal components, including the battery, within the chassis. Attempting to remove the battery before the back cover is physically impossible and would likely cause significant damage to the device's casing or internal connections. Proper procedure dictates removing external covers first.

• ✓

  Remove the back cover, disconnect the battery, then reseat the display cable.

  Why this is correct

  This sequence represents the standard and safest procedure for internal repairs on most mobile devices. Removing the back cover provides access to the internal components. Disconnecting the battery subsequently de-energizes the device, preventing accidental short circuits or electrical damage while manipulating internal components like the display cable. Reseating the display cable after these preparatory steps addresses the likely hardware issue caused by the fall.

• ✗

  Reseat the display cable by inserting a spudger through the charging port.

  Why it's wrong here

  The display cable is an internal component connected to the device's motherboard and display assembly, completely inaccessible through an external port like the charging port. Attempting to insert a spudger or any tool into the charging port to manipulate internal cables would not only fail to reach the display cable but would also inevitably cause severe physical damage to the charging port itself, its delicate internal pins, and potentially the motherboard.

• ✗

  Perform a factory reset to rule out software issues.

  Why it's wrong here

  A factory reset is a software-based troubleshooting step used to resolve operating system glitches or corrupted settings. However, the device vibrating for calls indicates the operating system is functional and the device is powering on correctly. A black screen combined with haptic feedback strongly points to a hardware failure, specifically a disconnected or damaged display component, which a software reset cannot rectify. This action would be futile and result in unnecessary data loss.

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