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220-1201 Practice Question: A customer reports that their external USB 3.0…
A customer reports that their external USB 3.0 hard drive is not recognized when plugged into a specific port on their desktop, but works on other ports. The drive is powered by the USB bus. What should be checked first?
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
✓
Inspect the USB port for debris or physical damage.
This scenario tests basic USB troubleshooting. Since the drive works on other ports, the issue is likely with the specific port, not the drive or drivers. Checking the USB port for debris or damage is the quickest and simplest first step.
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 external hard drive.
Why it's wrong here
Replacing the external hard drive is an incorrect troubleshooting step because the problem statement implies the drive itself functions correctly when connected to other USB ports. If the drive operates normally on a different port on the same computer or another system, it definitively rules out the external hard drive as the source of the malfunction. The issue is localized to the specific USB port or its immediate connection, not the peripheral device.
- ✗
Update the USB controller drivers.
Why it's wrong here
Updating the USB controller drivers is generally not the primary solution when only a single USB port is exhibiting issues while others function correctly. USB controller drivers manage the functionality of all USB ports connected to that controller. If a driver issue were present, it would typically manifest across all ports managed by that controller or at least multiple ports, not isolate itself to just one specific physical port.
- ✓
Inspect the USB port for debris or physical damage.
Why this is correct
Inspecting the USB port for debris or physical damage, such as bent or broken pins, is a crucial and often overlooked initial troubleshooting step for a non-functional port. Foreign objects like dust, lint, or even minor physical deformities within the port can obstruct proper electrical contact between the USB device and the host controller. This localized physical interference can prevent detection or data transfer specifically on that port, even if the device and other ports are fully functional.
- ✗
Enable the USB port in the BIOS.
Why it's wrong here
Enabling the USB port in the BIOS is an improbable solution for an issue affecting only one specific port. BIOS settings for USB typically control the overall functionality of USB controllers or groups of ports (e.g., all front panel USB, all rear USB), rather than individual, discrete ports. If a USB controller or its associated ports were disabled in the BIOS/UEFI, none of the ports connected to that controller would function, not just a single, isolated one.
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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.