- A
Replace the battery immediately.
Why wrong: A failing battery usually causes the device to not power on at all, not a black screen with vibration. This is not the correct first step.
- B
Connect the phone to a known-good external monitor via USB-C to test video output.
If the external display shows content, the phone's internal display or its connector is faulty. This isolates the issue to the display assembly.
- C
Perform a factory reset from recovery mode.
Why wrong: A factory reset would erase data and is a drastic step. It would not fix a hardware display failure, and the device is still receiving calls, so software is likely intact.
- D
Reinstall the operating system using a PC.
Why wrong: Reinstalling the OS is a software fix. Since the phone vibrates for calls, the OS is booting, so this is unlikely to resolve a hardware display issue.
Quick Answer
The correct next step is to connect the phone to a known-good external monitor via USB-C to test video output. This is because the device is clearly operational—it vibrates when receiving calls—so the issue is not a complete system crash or dead battery, but rather a failure in the display subsystem, such as the LCD panel, backlight, or internal display cable. On the CompTIA A+ Core 1 220-1201 exam, this scenario tests your ability to differentiate between a non-booting system and a display-specific failure; a common trap is to assume the phone is completely dead or to immediately replace the screen without isolating the root cause. Remember that if the phone still vibrates, connects to Wi-Fi, or makes sounds, the logic board and power management are likely fine, so focus on the video output path. A useful memory tip is “Vibrates but no picture? Check the display fixture.”
220-1101 Mobile Devices Troubleshooting Practice Question
This 220-1201 practice question tests your understanding of mobile devices troubleshooting. 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 customer reports that their Android smartphone's screen remains black when they press the power button, but the device vibrates when receiving calls. They have already tried a force restart by holding Power+Volume Down for 15 seconds. What should you do next to isolate the issue?
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
Connect the phone to a known-good external monitor via USB-C to test video output.
This scenario points to a display or backlight failure, not a total system crash. The device is operational (vibrates), so the problem is likely with the LCD, backlight, or display cable. Testing with an external display or checking for physical damage is the logical next step.
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.
- ✗
Replace the battery immediately.
Why it's wrong here
A failing battery usually causes the device to not power on at all, not a black screen with vibration. This is not the correct first step.
- ✓
Connect the phone to a known-good external monitor via USB-C to test video output.
Why this is correct
If the external display shows content, the phone's internal display or its connector is faulty. This isolates the issue to the display assembly.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
Perform a factory reset from recovery mode.
Why it's wrong here
A factory reset would erase data and is a drastic step. It would not fix a hardware display failure, and the device is still receiving calls, so software is likely intact.
- ✗
Reinstall the operating system using a PC.
Why it's wrong here
Reinstalling the OS is a software fix. Since the phone vibrates for calls, the OS is booting, so this is unlikely to resolve a hardware display issue.
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.
What to study next
Got this wrong? Here's your next step.
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 Devices Troubleshooting — study guide chapter
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Mobile Devices Troubleshooting practice questions
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FAQ
Questions learners often ask
What does this 220-1201 question test?
Mobile Devices Troubleshooting — This question tests Mobile Devices Troubleshooting — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Connect the phone to a known-good external monitor via USB-C to test video output. — This scenario points to a display or backlight failure, not a total system crash. The device is operational (vibrates), so the problem is likely with the LCD, backlight, or display cable. Testing with an external display or checking for physical damage is the logical next step.
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.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
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Last reviewed: Jun 18, 2026
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.
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