220-1102 Software Troubleshooting Practice Question
A technician upgrades a Windows 10 workstation's RAM from 8 GB to 16 GB. After the upgrade, the system boots but applications frequently crash with errors such as 'The instruction at 0x... referenced memory at 0x... The memory could not be read.' The technician has verified that the new RAM is compatible and has reseated the modules. Which of the following should the technician try NEXT?
⚠ Common exam trap
The trap here is that candidates might jump to updating the BIOS (Option B) because they assume compatibility issues require a firmware update, but the question explicitly states compatibility is verified, so the logical next step is to test the hardware itself with Windows Memory Diagnostic.
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
✓
Run Windows Memory Diagnostic
The correct next step is to run Windows Memory Diagnostic (Option A) because the symptoms—frequent application crashes with memory read errors after a RAM upgrade—strongly suggest a memory hardware fault, even though the modules are compatible and reseated. This built-in tool tests for defective RAM sectors, which is the most likely cause given the upgrade context, and it is the standard first-line diagnostic for memory-related issues in Windows 10.
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 Windows Memory Diagnostic
Why this is correct
Running Windows Memory Diagnostic is the correct immediate action because it directly exercises the installed RAM modules, detecting defects such as bad sectors, parity errors, or unstable timing. After a hardware change, unexplained crashes, freezes, or STOP codes strongly suggest memory faults, and this built-in tool provides a definitive hardware-level test without additional software.
- ✗
Update the BIOS/UEFI firmware
Why it's wrong here
Updating the BIOS/UEFI firmware is a secondary consideration, not the first step. While newer firmware can improve memory module compatibility and memory training, it will not repair a physically defective stick, and the update process itself carries a risk of system failure. You should first use a memory diagnostic to determine if the RAM is actually faulty before modifying firmware.
- ✗
Disable XMP in the BIOS
Why it's wrong here
Disabling XMP in the BIOS is not the right first move because XMP is an overclocking profile that lets memory run at advertised speeds. If the new RAM relies on XMP, disabling it simply defaults to slower JEDEC timings, which may mask instability but does not reveal whether the physical modules are error-free. The logical troubleshooting step is to run a memory test, not change memory settings in ignorance of the test results.
- ✗
Run sfc /scannow
Why it's wrong here
Running sfc /scannow targets Windows system file integrity, not hardware faults. Although memory corruption can mimic file corruption or cause driver issues, this tool only repairs OS files and cannot detect the underlying problematic RAM. After a physical upgrade, the probability centers on hardware, so scanning system files first delays identifying the actual defective component.
Go deeper
Related to this question
Learn chapter
DISM Tool for Windows Repair
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.
Key term
Dual In-line Memory Module
A Dual In-line Memory Module (DIMM) is a small circuit board that holds memory chips and plugs into a computer's motherboard to provide Random Access Memory (RAM).
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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