The answer is that the carrier settings need to be updated. This is the most likely cause because the iPhone can still use the internet and send iMessages, which function over Wi-Fi or cellular data, but cannot make or receive calls, which rely specifically on the cellular voice network. A recent iOS update can corrupt the carrier settings file—a separate configuration from the main system settings—without affecting data connectivity. On the CompTIA A+ Core 1 220-1201 exam, this scenario tests your ability to isolate a cellular-only failure from a broader network issue; a common trap is assuming a hardware antenna problem or a SIM card fault, but those would typically disrupt data as well. Remember the mnemonic “Calls need Carrier” to recall that when voice fails but data works, carrier settings are the first suspect.
220-1101 Mobile Device Application Support Practice Question
This 220-1201 practice question tests your understanding of mobile device application support. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A user's iPhone 14 cannot make or receive calls, but can send iMessages and use the internet. The user has not changed any settings recently. What is the most likely cause?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue: "most likely"
Why it matters: Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
The carrier settings need to be updated.
This scenario isolates a specific cellular issue. iMessages and internet work over Wi-Fi or cellular data, but calls require the cellular voice network. A software update can sometimes corrupt carrier settings, which are separate from iOS settings. The other options would affect data as well.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
The phone is in Airplane Mode.
Why it's wrong here
Incorrect. Airplane Mode disables all wireless radios, so iMessages and internet would not work.
✗
The SIM card is damaged.
Why it's wrong here
Incorrect. A damaged SIM would typically prevent both calls and data.
✓
The carrier settings need to be updated.
Why this is correct
Correct. Carrier settings control voice network parameters; an update can fix call issues without affecting data.
Clue confirmation
The clue word "most likely" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
✗
The phone's microphone is broken.
Why it's wrong here
Incorrect. A broken microphone would affect voice quality, not the ability to make or receive calls.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the 220-1201 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
Related glossary terms
Concepts from this question explained
These glossary pages explain the core terms tested in this 220-1201 question in full detail.
Identify which 220-1201 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Mobile Device Application Support — This question tests Mobile Device Application Support — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: The carrier settings need to be updated. — This scenario isolates a specific cellular issue. iMessages and internet work over Wi-Fi or cellular data, but calls require the cellular voice network. A software update can sometimes corrupt carrier settings, which are separate from iOS settings. The other options would affect data as well.
What should I do if I get this 220-1201 question wrong?
Identify which 220-1201 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Are there clue words in this question I should notice?
Yes — watch for: "most likely". Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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