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220-1201 Practice Question: A user complains that their laptop's built-in…
A user complains that their laptop's built-in webcam is not working in video conferencing apps. The device manager shows the camera as 'disabled'. The technician enables it, but the camera still shows a black screen in apps. What should the technician do next?
⚠ Common exam trap
220-1201 often tests whether candidates jump straight to driver reinstallation when the real issue is a privacy toggle or physical shutter — the exam rewards the least invasive diagnostic step 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
✓
Check for a physical privacy shutter on the webcam and verify Windows camera privacy settings
Once Device Manager shows the camera as enabled but apps still render a black screen, the most common causes are a physical privacy shutter covering the lens or Windows camera privacy settings (Settings > Privacy > Camera) blocking app access. Both are non-destructive checks that should be performed before any driver or hardware work.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Uninstall and reinstall the camera driver
Why it's wrong here
While driver corruption can cause camera issues, uninstalling and reinstalling the driver is a more advanced troubleshooting step. Given that the camera was merely "disabled" (implying it was recognized by the system) and the problem persists after re-enabling, it's more efficient to first investigate simpler, more common causes like privacy settings or physical obstructions before resorting to driver manipulation.
- ✓
Check for a physical privacy shutter on the webcam and verify Windows camera privacy settings
Why this is correct
Many modern laptops include a physical privacy shutter that can slide over the webcam lens, effectively blocking the camera's view and causing a black screen. Additionally, Windows operating systems feature robust privacy settings that allow users to restrict camera access globally or for specific applications. Verifying both of these common, user-configurable settings is the most logical and efficient initial troubleshooting step for a non-functional built-in webcam.
- ✗
Replace the webcam module
Why it's wrong here
Replacing the webcam module is a hardware-intensive and costly solution that should only be considered after exhausting all software and configuration troubleshooting steps. Since the system recognized the camera (it was merely "disabled"), it suggests the hardware itself is likely functional, making a physical replacement premature and unnecessary at this stage.
- ✗
Update the laptop's BIOS
Why it's wrong here
Updating the laptop's BIOS (Basic Input/Output System) is a significant firmware operation primarily addressing fundamental hardware initialization, compatibility, or system stability issues. It is highly unlikely to resolve a problem with a webcam that is already recognized by the operating system but is experiencing issues related to privacy settings or physical obstruction. This is not a standard or appropriate initial troubleshooting step for a disabled webcam.
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Common Ports and Protocols for A+
Key term
Laptop
A portable personal computer that integrates a display, keyboard, touchpad, battery, and internal components into a single clamshell device for mobile computing.
Key term
Webcam
A webcam is a small digital camera that captures video and audio for live streaming or recording over the internet, typically used in video calls and online meetings.
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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
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.