220-1102 Software Troubleshooting Practice Question
A technician is troubleshooting a Windows 10 workstation that repeatedly displays a message stating "The User Profile Service failed the logon. User profile cannot be loaded." The user can log in with a different account. Which of the following should the technician do to allow the user to log in with their original profile while preserving their data?
⚠ Common exam trap
The trap here is jumping to profile deletion or recreation when a simple registry edit can resolve the issue while preserving user data.
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
✓
Use the Registry Editor to modify the ProfileList key and remove the .bak extension from the user's SID.
The "User Profile Service failed the logon" error typically stems from a corrupted user profile, often indicated by a .bak extension on the user's SID in the ProfileList registry key. Removing the .bak extension and correcting the profile path restores the original profile without data loss. Other methods either delete data or are less direct.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Delete the user's profile folder from C:\Users and have the user log in again.
Why it's wrong here
Deleting the profile folder removes the user's data, including documents, desktop files, and application settings. This would resolve the logon issue but cause data loss, which is not acceptable when the goal is to preserve data. A less destructive approach should be used first.
- ✗
Recreate the user's account and copy the contents of the old profile folder to the new one.
Why it's wrong here
Recreating the account and copying data can work, but it is more time-consuming and may not preserve all settings and permissions. The registry edit is a quicker, less invasive solution that directly targets the cause. Copying files can also lead to permission issues if not done correctly.
- ✗
Run the System File Checker (SFC) utility to repair corrupted system files.
Why it's wrong here
While SFC can repair system files, it does not address user profile corruption. The error is specific to the user's profile and its registry entries. SFC might be part of a broader troubleshooting process, but it is not the direct fix for a corrupted profile that prevents logon.
- ✓
Use the Registry Editor to modify the ProfileList key and remove the .bak extension from the user's SID.
Why this is correct
This error often occurs when the user's profile is corrupted, and the ProfileList registry key may have a .bak extension appended to the user's SID. Removing the .bak extension and ensuring the correct profile path is set can restore the profile without losing data. This is a standard fix for this specific error.
Go deeper
Related to this question
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Windows Registry
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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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official CompTIA exam blueprint
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.