220-1102 Software Troubleshooting Practice Question
A newly deployed Windows 10 workstation experiences a blue screen error with stop code 'PAGE_FAULT_IN_NONPAGED_AREA' shortly after booting. The technician recently installed a new RAM module. Which of the following should the technician do FIRST to isolate the issue?
⚠ Common exam trap
The trap here is that candidates often jump to running a diagnostic tool (Option A) as the 'first' step, but CompTIA emphasizes the troubleshooting methodology of reverting recent changes before running extensive tests, making removal of the new RAM the correct immediate action.
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 newly installed RAM module
The correct first step is to remove the newly installed RAM module because the stop code 'PAGE_FAULT_IN_NONPAGED_AREA' indicates that the system attempted to access a memory page that does not exist in the nonpaged pool, which is often caused by faulty or incompatible RAM. Since the error appeared shortly after a RAM upgrade, isolating the new hardware by removing it is the quickest way to confirm whether it is the root cause, following the principle of reverting the most recent change.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Run the Windows Memory Diagnostic tool
Why it's wrong here
Running the Windows Memory Diagnostic tool, whilst useful for general memory fault diagnosis, fails to address the immediate need to isolate the issue to the *newly installed* RAM module. The most direct and efficient first step for isolation, given the recent hardware change, is to physically remove the new module to determine if it is the sole cause. This tool would be the correct choice if the memory error appeared spontaneously without recent hardware changes, or if the goal was to comprehensively diagnose all installed RAM after initial troubleshooting had failed to pinpoint the cause.
- ✓
Remove the newly installed RAM module
Why this is correct
Removing the newly installed RAM module is the correct first step because the blue screen occurred immediately after a hardware change. Faulty or incompatible RAM can cause stop codes such as MEMORY_MANAGEMENT or PAGE_FAULT_IN_NONPAGED_AREA, and physically pulling the new module isolates it as the variable. If the system then boots normally, the module is confirmed as the root cause, making this the fastest and most direct verification step.
- ✗
Update the system BIOS to the latest version
Why it's wrong here
Updating the system BIOS to the latest version may improve memory compatibility by refining memory timings or adding support for new modules, but it is not the first action for a recent hardware change. A BIOS flash carries a small risk of rendering the motherboard unbootable and takes longer than a simple hardware isolation test. Moreover, the current stop code points to memory operation, not firmware incompatibility, so the update should only be considered if the new RAM tests as good but issues persist.
- ✗
Run System File Checker (sfc /scannow)
Why it's wrong here
Running System File Checker (sfc /scannow) is inappropriate here because that utility repairs corrupted or missing Windows system files, whereas the stop code on a newly upgraded machine indicates a hardware-level memory failure. File corruption can cause blue screens, but the strong temporal correlation with the RAM installation makes memory the far more likely culprit, and this software scan would not detect faulty RAM. Thus, sfc /scannow wastes time and cannot address the underlying issue.
Go deeper
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Key term
Windows 10
Windows 10 is a personal computer operating system developed by Microsoft that combines the familiarity of Windows 7 with the modern features of Windows 8, designed to run on a wide range of devices from desktops to tablets.
Key term
Windows
Windows is a family of operating systems developed by Microsoft that manages computer hardware and software, providing a graphical user interface for users to interact with their devices.
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Same concept, more angles
1 more way this is tested on 220-1102
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. A user reports that their Windows 10 workstation displays a blue screen error containing the text 'PAGE_FAULT_IN_NONPAGED_AREA' after upgrading the RAM from 8GB to 16GB. The technician has already verified that the new RAM modules are compatible and seated correctly. Which of the following should the technician do NEXT to resolve the issue?
medium- ✓ A.Run Windows Memory Diagnostic
- B.Update the BIOS/UEFI firmware
- C.Disable Fast Startup
- D.Perform a System Restore
Why A: The PAGE_FAULT_IN_NONPAGED_AREA error after a RAM upgrade typically indicates a memory defect or timing issue. Running Windows Memory Diagnostic (mdsched.exe) will test the new RAM modules for errors, isolating whether the hardware itself is faulty. This is the most direct next step because the technician has already verified compatibility and seating.
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1102 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 220-1102 exam.