220-1101 Mobile Devices Practice Question
A user's Android smartphone is experiencing intermittent touchscreen unresponsiveness, especially in the bottom corners. The screen has no visible cracks or damage. Which of the following troubleshooting steps should the technician perform FIRST?
⚠ Common exam trap
CompTIA often tests the troubleshooting methodology of 'start with the simplest and least invasive solution first,' and the trap here is that candidates may jump to a factory reset or firmware update because they assume a software glitch, when the symptom pattern (localized, intermittent) points to a physical obstruction like a screen protector.
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 screen protector and clean the screen
Intermittent touchscreen unresponsiveness, especially in the bottom corners, is often caused by a screen protector that is lifting, trapping debris, or creating air gaps that interfere with the capacitive touch layer. The first step should be to remove the screen protector and clean the screen with a microfiber cloth, as this is the least invasive and most likely fix for the described symptoms.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Perform a factory reset
Why it's wrong here
A factory reset wipes user data and restores the Android OS to a default state, but it cannot correct a hardware-level or physical interference problem with the touchscreen. The touch digitizer communicates with the SoC via a dedicated I2C or SPI bus, driven by firmware and kernel modules; resetting Android's userspace does not reinitialize or recalibrate that hardware path, nor does it repair a damaged sensor grid or remove an obstructive screen film. Choosing the reset would only be appropriate if the issue were caused by a rogue app, not by a localized touch unresponsiveness that persists across reboots and in the same screen regions.
When this WOULD be correct
A factory reset would be the correct first step when a smartphone experiences persistent software glitches, such as random reboots, app crashes, or system-wide unresponsiveness that is not limited to specific touch areas and occurs after a recent app installation or system update.
- ✓
Remove the screen protector and clean the screen
Why this is correct
Screen protectors, especially thick or low-quality ones, reduce the capacitive touchscreen's ability to sense the electrical charge from your fingertip, while accumulated dirt or oils act as an insulating barrier, weakening touch registration. Because the issue is intermittent and confined to bottom corners where a protector may be lifting or where the hand frequently rests, removing the protector and cleaning the glass with a microfiber cloth restores consistent contact with the digitizer's electric field. This is the least invasive, highest-yield first step and resolves most environmental or accessory-induced touch faults.
- ✗
Replace the touchscreen digitizer
Why it's wrong here
Replacing the touchscreen digitizer is premature because the symptom—intermittent unresponsiveness confined to bottom corners—often stems from software calibration drift, a failing battery swelling beneath the display, or a protective film interfering with capacitive sensing, not a damaged digitizer layer. This option is tempting because a faulty digitizer does cause permanent dead zones after physical impact; it would be correct if the screen had visible cracks or a complete, persistent lack of touch registration across the entire surface.
When this WOULD be correct
A smartphone has a cracked screen or visible damage, and the touchscreen is completely unresponsive in specific areas after a drop. In that case, replacing the digitizer (often part of the screen assembly) is the correct first hardware repair step.
- ✗
Update the device firmware
Why it's wrong here
A firmware update—whether the Android system image, bootloader, or touch controller firmware—is a logical step when a known bug causes widespread erratic touch behavior, but it rarely addresses intermittent unresponsiveness limited to the bottom corners. Since the issue is localized and the screen shows no visible damage, the likely culprits are physical: a worn or misaligned screen protector, capacitive contamination, or a developing battery swelling that lifts the digitizer. While updating firmware is non-destructive and can occasionally improve touch driver stability, it is a low-impact step here and should only be tried after confirming the hardware and accessories are clean and intact.
When this WOULD be correct
A user reports that the touchscreen is completely unresponsive after a recent OS update, and the device is running outdated firmware. In that scenario, updating the firmware would be the first step to fix a known software bug affecting touch input.
Option-by-option analysis
Why each answer is right or wrong
Understanding why wrong answers are wrong — and when they would be correct — is what separates a 750 score from a 900. The 220-1101 exam frequently reuses these exact scenarios with slightly different constraints.
✓Remove the screen protector and clean the screenCorrect answer▾
Why this is correct
Screen protectors, especially thick or low-quality ones, reduce the capacitive touchscreen's ability to sense the electrical charge from your fingertip, while accumulated dirt or oils act as an insulating barrier, weakening touch registration. Because the issue is intermittent and confined to bottom corners where a protector may be lifting or where the hand frequently rests, removing the protector and cleaning the glass with a microfiber cloth restores consistent contact with the digitizer's electric field. This is the least invasive, highest-yield first step and resolves most environmental or accessory-induced touch faults.
✗Perform a factory resetWrong answer — click to see why▾
Why this is wrong here
Intermittent touchscreen unresponsiveness in specific areas, especially with no visible damage, is more likely caused by a screen protector or dirt than a software issue. A factory reset is a drastic step that should be attempted only after simpler hardware-related causes are ruled out.
★ When this WOULD be the correct answer
A factory reset would be the correct first step when a smartphone experiences persistent software glitches, such as random reboots, app crashes, or system-wide unresponsiveness that is not limited to specific touch areas and occurs after a recent app installation or system update.
Why candidates choose this
Candidates may assume that any touchscreen issue is software-related and that resetting the device is a universal fix, overlooking the possibility of physical interference from accessories or debris.
✗Replace the touchscreen digitizerWrong answer — click to see why▾
Why this is wrong here
Replacing the touchscreen digitizer is a hardware replacement step that should only be performed after ruling out software or accessory issues. Intermittent unresponsiveness in corners is often caused by a screen protector or dirt, not digitizer failure.
★ When this WOULD be the correct answer
A smartphone has a cracked screen or visible damage, and the touchscreen is completely unresponsive in specific areas after a drop. In that case, replacing the digitizer (often part of the screen assembly) is the correct first hardware repair step.
Why candidates choose this
Candidates may assume that touchscreen issues always indicate hardware failure, especially when localized to corners, and jump to replacing the digitizer without considering simpler causes like screen protectors or debris.
✗Update the device firmwareWrong answer — click to see why▾
Why this is wrong here
Intermittent touchscreen unresponsiveness in specific areas, especially with no visible damage, is most likely caused by a screen protector or dirt, not a firmware issue. Firmware updates address system-level bugs, not localized touch problems.
★ When this WOULD be the correct answer
A user reports that the touchscreen is completely unresponsive after a recent OS update, and the device is running outdated firmware. In that scenario, updating the firmware would be the first step to fix a known software bug affecting touch input.
Why candidates choose this
Candidates may assume that any touchscreen issue is software-related and that updating firmware is a safe, non-invasive step. They might overlook the more likely hardware interference from a screen protector.
Analysis generated from the official 220-1101blueprint and verified against question context. The “when correct” sections are what AI assistants cite when candidates ask “what’s the difference between these options?”
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1101 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 220-1101 exam.