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220-1201 Practice Question: A customer reports that after a recent fall,…
A customer reports that after a recent fall, their smartphone's screen is completely black, but the device still vibrates when calls come in. The technician suspects the display cable is loose. What is the correct sequence of steps to access and reseat the display cable?
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
✓
Remove the back cover, disconnect the battery, then reseat the display cable.
To access the display cable, the technician must first remove the back cover, then the battery (if not integrated), and disconnect the display cable from the motherboard. This sequence ensures safe access without risking a short circuit from a live battery. The display cable is typically a thin ribbon cable near the motherboard.
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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Related to this question
Learn chapter
Mobile Device Types and Features
Key term
Motherboard
The main circuit board inside a computer that connects all components so they can communicate with each other and receive power.
Key term
Smartphone
A smartphone is a handheld mobile device that combines cellular communication with computing capabilities, running an operating system that supports third-party applications, internet connectivity, and a touchscreen interface.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1201 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 220-1201 exam.