easyMultiple Choice
220-1201 Practice Question: A user complains that their external USB hard…
A user complains that their external USB hard drive is not recognized when plugged into a Windows 10 workstation. The technician checks Device Manager and sees an unknown device with a yellow exclamation mark. What should the technician do first?
⚠ Common exam trap
The trap here is that candidates may jump to physical hardware solutions like replacing the cable or formatting the drive, but the yellow exclamation mark specifically points to a driver-level issue, not a hardware or file system problem.
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
✓
Update the driver for the unknown device.
When Device Manager shows an unknown device with a yellow exclamation mark, Windows has detected the hardware but cannot identify it or load a compatible driver. The first corrective action is to update or install the correct driver for that unknown device, which resolves the identification and functionality issue. This is the standard first step before considering hardware replacement or destructive actions.
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 USB cable.
Why it's wrong here
Replacing the USB cable addresses potential physical connectivity issues, but a yellow exclamation mark in Device Manager specifically indicates that the operating system has detected the device but cannot properly communicate with it due to a software-related problem. A faulty cable would more likely result in the device not appearing at all, or intermittently disconnecting, rather than presenting a driver-specific error icon. Therefore, while a new cable might be a general troubleshooting step, it does not target the explicit driver warning.
- ✓
Update the driver for the unknown device.
Why this is correct
Updating the driver for the unknown device is the correct course of action because the yellow exclamation mark signifies that Windows recognizes the device's presence but lacks the necessary software instructions (the driver) to operate it correctly. Installing or updating to the proper driver provides the operating system with the specific protocols and commands required to interface with the external hard drive, allowing it to function as intended and resolve the 'unknown device' status.
- ✗
Format the external drive.
Why it's wrong here
Formatting an external drive is a file system operation that prepares the storage medium for data by creating a new file system structure. This action is performed *after* the operating system has successfully recognized and can communicate with the drive at a fundamental hardware level. If the device is showing as 'unknown' with a driver error, the system cannot properly access it to initiate a format, and even if it could, formatting would not resolve the underlying driver issue preventing its initial recognition.
- ✗
Disable the USB root hub in Device Manager.
Why it's wrong here
Disabling the USB root hub in Device Manager would prevent all USB devices connected to that specific controller from functioning, including the external hard drive in question. A USB root hub acts as the primary interface between the operating system and multiple USB ports. Disabling it would exacerbate the problem by completely cutting off communication to the device, rather than addressing the specific driver issue that is preventing only one device from being properly recognized.
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Related to this question
Learn chapter
Laptop Hardware and Components
Key term
Device Manager
Device Manager is a built-in Windows tool that shows you all the hardware connected to your computer and lets you manage the drivers that make that hardware work.
Key term
Universal Serial Bus
A Universal Serial Bus (USB) is a standard interface that allows you to connect devices like keyboards, mice, storage drives, and printers to a computer for data transfer and power delivery.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official CompTIA exam blueprint
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