easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: A customer reports that their computer is running…
A customer reports that their computer is running very slowly after they installed a new screensaver. The technician suspects the screensaver may be consuming excessive resources. Which of the following is the most professional way to address this?
⚠ Common exam trap
CompTIA often tests the candidate's ability to choose a professional, evidence-based response over a quick-fix or blame-oriented answer, trapping those who assume the reported change is definitely the root cause without verification.
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
✓
Explain that you will check the system resources to identify the cause of the slowness.
It demonstrates a professional, systematic troubleshooting approach. Instead of prematurely blaming the screensaver, the technician will use Task Manager (or Resource Monitor) to verify if the screensaver process is consuming excessive CPU, memory, or disk resources. This aligns with CompTIA's troubleshooting methodology: identify the problem by gathering data before forming a conclusion.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Tell the customer that the screensaver is likely the problem and they should uninstall it.
Why it's wrong here
This response is premature and lacks a diagnostic approach. A technician should never jump to conclusions or instruct a customer to uninstall software without first gathering evidence and performing proper troubleshooting steps. While some screensavers can consume system resources, it's highly presumptuous to identify it as the "likely problem" without any initial assessment of the system's actual resource utilization or other potential causes for slowness. This approach bypasses essential diagnostic protocols and could lead to an incorrect resolution.
- ✓
Explain that you will check the system resources to identify the cause of the slowness.
Why this is correct
This is the most appropriate and professional response as it outlines a logical and systematic diagnostic approach. Checking system resources, such as CPU utilization, RAM usage, disk I/O, and network activity, is fundamental to identifying bottlenecks that cause general system slowness. This approach demonstrates a commitment to evidence-based troubleshooting and sets realistic expectations with the customer, indicating that a thorough investigation will be conducted to pinpoint the root cause before implementing solutions.
- ✗
Blame the screensaver and suggest the customer stop using decorative software.
Why it's wrong here
This response is highly unprofessional and dismissive, directly blaming a specific application type without any diagnostic effort. Suggesting a customer "stop using decorative software" is judgmental and fails to address the actual technical issue, potentially damaging the customer relationship and trust. A technician's role is to diagnose and resolve problems based on technical evidence, not to dictate software preferences based on unfounded assumptions or personal opinions about "decorative" programs.
- ✗
Ignore the screensaver and run a full virus scan.
Why it's wrong here
While malware can certainly cause system slowness, immediately running a full virus scan without any initial assessment of system resources or considering the customer's observation about the screensaver is an inefficient and potentially misdirected troubleshooting step. This approach disregards potential clues and could waste significant time if the slowness is due to a non-malware issue, such as a resource-intensive application, insufficient RAM, or a failing hard drive. A technician should first gather information and observe system behavior to narrow down potential causes.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1202 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 220-1202 exam.