easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: A help desk technician receives a complaint that…
A help desk technician receives a complaint that a shared network printer is no longer accessible after a scheduled firmware update was applied to the print server last night. The change was documented but no rollback plan was included. What should the technician do first?
⚠ Common exam trap
Many exam-takers choose to reboot the server (Option A) as a generic troubleshooting step, but the question specifies the change was a firmware update, so the only effective first action is to revert that specific change.
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
✓
Restore the print server to its previous firmware version.
The scheduled firmware update directly caused the printer to become inaccessible, and without a documented rollback plan, reverting to the previous firmware version is the safest and most immediate way to restore service. This aligns with change management best practices, which prioritize backing out a failed change before troubleshooting further, as the root cause is clearly the firmware update.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Reboot the print server to clear any temporary errors.
Why it's wrong here
Rebooting a print server primarily clears volatile memory (RAM), resets network connections, and restarts services. While this can resolve transient software glitches or hung processes, it does not revert a permanent configuration change like a firmware update. The new firmware version, stored in non-volatile memory, would persist, meaning any incompatibility or issue introduced by that update would remain, rendering a simple reboot ineffective for this specific problem.
- ✓
Restore the print server to its previous firmware version.
Why this is correct
When a recent firmware update is identified as the cause of an outage, rolling back to the previous stable firmware version is the most direct and effective remediation. This action directly reverses the problematic change, restoring the server to its last known working state and resolving the incompatibility. Although a proper rollback plan should have been established prior to the update, performing the rollback now is critical for immediate service restoration.
- ✗
Submit a new change request to update the firmware again.
Why it's wrong here
Submitting a new change request for another firmware update is an inappropriate and counterproductive response during an active outage. Change requests are part of a structured process for planned modifications, requiring approvals, planning, and scheduling. This action would significantly delay service restoration, as the immediate need is to revert the system to a functional state, not to initiate another lengthy change process.
- ✗
Disable the printer in Active Directory and re-add it.
Why it's wrong here
Disabling and re-adding a printer in Active Directory primarily affects how users discover and connect to the shared printer resource, or how group policies apply to it. This administrative action does not interact with or resolve issues related to the print server's underlying firmware, which dictates its core functionality and compatibility with connected devices or network protocols. Therefore, it would not address a problem stemming from a recent firmware update on the print server itself.
Go deeper
Related to this question
Learn chapter
SOHO Network Security
Key term
Firmware update
A firmware update is a process that replaces or patches the permanent software programmed into a hardware device to fix bugs, patch security vulnerabilities, or add new features.
Key term
Change management
Change management is the structured process of planning, approving, implementing, and reviewing changes to IT systems to minimize risk and disruption.
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JA
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.