220-1102 Software Troubleshooting Practice Question
A user reports that a USB printer stopped working after upgrading their computer from Windows 10 to Windows 11. The printer is listed as compatible with Windows 11. What is the most likely cause?
⚠ Common exam trap
Many candidates assume hardware compatibility lists guarantee driver compatibility, but the exam tests that an OS upgrade can break driver functionality even when the device model is listed as supported.
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
✓
The printer driver is outdated
When upgrading from Windows 10 to Windows 11, existing printer drivers may become incompatible even if the printer model is listed as compatible with the new OS. Windows 11 often requires updated driver versions that support its updated print architecture, such as the V4 print driver model or Universal Print. An outdated driver is the most likely cause because the OS upgrade can invalidate the previous driver's signing or compatibility, while the printer itself and USB port remain functional.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
The printer driver is outdated
Why this is correct
After upgrading to Windows 11, the existing printer driver may be incompatible or removed, especially if it was a v3 driver designed for older Windows versions. Windows 11 often requires updated Type 4 drivers or can use the Microsoft IPP Class Driver instead, and without a compatible driver the USB printer will not enumerate or spool jobs correctly. Since the printer worked before the upgrade and the failure immediately follows it, a stale or missing driver is the most probable cause.
- ✗
The USB port is damaged
Why it's wrong here
A damaged USB port is conceivable, but it would typically prevent any device plugged into that port from being recognized, not just the printer. The upgrade did not physically alter the port, so a hardware fault that appears coincidentally is far less probable than a software-level driver mismatch. Also, if the printer fails only after the OS change, the port is unlikely to be the culprit.
- ✗
The network connection is lost
Why it's wrong here
This printer is connected directly over USB, so it has no network interface to lose; therefore a lost network connection cannot explain the failure. Even if the computer lost all network access, a locally attached USB printer would still be detected and available to the print spooler. Choosing this option confuses a network-attached printer with a USB-attached peripheral.
- ✗
The printer is out of toner
Why it's wrong here
An empty toner cartridge would cause faint or blank pages, but the printer would still power on, enumerate on the USB bus, and display as 'ready' or 'error' in Devices and Printers. The system would still recognize the device and spool jobs; the failure described is the printer 'stopped working' as a device, not a problem with print output. The absence of toner does not make the USB connection disappear or the driver fail.
Go deeper
Related to this question
Learn chapter
Troubleshoot: Print Spooler Issues
Key term
Windows 11
Windows 11 is Microsoft's latest desktop operating system, offering a redesigned interface, enhanced security features, and improved support for modern hardware.
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.
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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.