The correct next step is to check the incoming mail server settings (IMAP). Because the user can send emails but not receive them, the problem is isolated to the retrieval path; IMAP uses port 143 (or 993 for SSL/TLS) to download messages, and if the server address, port, or security type is incorrect, the Android device cannot connect to pull new emails, while SMTP for sending remains unaffected. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your ability to distinguish between incoming and outgoing protocol settings—a common trap is to recheck credentials or network connectivity when the real issue is a mismatched IMAP server name or port. Remember the memory tip: “Send works, receive fails? Focus on the incoming rails—IMAP is the mailbox, SMTP is the mail truck.”
220-1102 Mobile OS and App Troubleshooting Practice Question
This 220-1202 practice question tests your understanding of mobile os and app 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 technician is troubleshooting an Android device that has a corporate email account configured. The user can send emails but cannot receive any. The email server uses IMAP. The technician has verified the username and password are correct. What should the technician check next?
Why wrong: Incorrect date/time can cause SSL errors, but this would typically affect both sending and receiving.
B
Check the incoming mail server settings (IMAP).
Since sending works (SMTP), the issue is likely with the incoming server settings, such as a wrong hostname or port.
C
Check if the email account has exceeded its storage quota.
Why wrong: Exceeding quota would prevent receiving, but the user would usually get a bounce message; the technician should check server settings first.
D
Check if the device is in power-saving mode.
Why wrong: Power-saving mode might delay email sync but would not prevent receiving entirely; it's not the primary cause.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Check the incoming mail server settings (IMAP).
Since the user can send emails but not receive them, the issue is isolated to the incoming mail path. IMAP uses port 143 (or 993 for SSL/TLS) to retrieve messages, and the incoming server settings (server address, port, security type) must match the corporate email configuration. Incorrect IMAP settings would prevent the device from connecting to the server to download new emails, while SMTP (outgoing) settings remain unaffected, explaining the send-only symptom.
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.
✗
Check if the device's date and time are correct.
Why it's wrong here
Incorrect date/time can cause SSL errors, but this would typically affect both sending and receiving.
✓
Check the incoming mail server settings (IMAP).
Why this is correct
Since sending works (SMTP), the issue is likely with the incoming server settings, such as a wrong hostname or port.
Related concept
Read the scenario before looking for a memorised answer.
✗
Check if the email account has exceeded its storage quota.
Why it's wrong here
Exceeding quota would prevent receiving, but the user would usually get a bounce message; the technician should check server settings first.
✗
Check if the device is in power-saving mode.
Why it's wrong here
Power-saving mode might delay email sync but would not prevent receiving entirely; it's not the primary cause.
Common exam traps
Common exam trap: answer the scenario, not the keyword
CompTIA often tests the distinction between incoming and outgoing mail protocols (IMAP vs. SMTP) to see if candidates understand that a send-only failure points to the incoming server settings, not authentication or device-level issues.
Detailed technical explanation
How to think about this question
IMAP operates on a client-server model where the client connects to the server’s TCP port 143 (or 993 for IMAPS) and issues commands like LOGIN, SELECT, and FETCH to retrieve messages. If the incoming server hostname or port is misconfigured (e.g., using POP3 settings instead of IMAP, or a wrong server address like 'mail.example.com' instead of 'imap.example.com'), the TCP handshake or IMAP greeting will fail, preventing any message download while SMTP remains functional. In real-world scenarios, corporate email often uses dedicated IMAP servers with specific authentication methods (e.g., OAuth or certificate-based), and a mismatch in security type (STARTTLS vs. SSL/TLS) is a common subtle cause of receive-only failures.
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.
TExam Day Tips
→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 small business has 20 workstations on the 192.168.1.0/24 network and one public IP from its ISP. The router uses PAT (NAT overload) so all 20 devices share one public address using different source ports. NAT questions test whether you understand the four address terms and which direction each translation applies.
Related glossary terms
Concepts from this question explained
These glossary pages explain the core terms tested in this 220-1202 question in full detail.
Mobile OS and App Troubleshooting — This question tests Mobile OS and App Troubleshooting — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Check the incoming mail server settings (IMAP). — Since the user can send emails but not receive them, the issue is isolated to the incoming mail path. IMAP uses port 143 (or 993 for SSL/TLS) to retrieve messages, and the incoming server settings (server address, port, security type) must match the corporate email configuration. Incorrect IMAP settings would prevent the device from connecting to the server to download new emails, while SMTP (outgoing) settings remain unaffected, explaining the send-only symptom.
What should I do if I get this 220-1202 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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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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 technician is configuring a company-issued iPhone for a new employee. After setting up the email account, the employee says they cannot receive emails, but they can send them. Which setting should the technician check first?
easy
A.The outgoing mail server (SMTP) settings.
✓ B.The incoming mail server (IMAP/POP3) settings.
C.The device's date and time settings.
D.The phone's VPN configuration.
Why B: The symptom—able to send but not receive emails—indicates a problem with the incoming mail server configuration. Sending uses SMTP (outgoing), while receiving uses IMAP or POP3 (incoming). The technician should first verify the incoming mail server settings (server hostname, port, SSL/TLS, and authentication) because a misconfiguration there would prevent the device from downloading new messages.
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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.
Question Discussion
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