220-1102 Software Troubleshooting Practice Question
A user reports that a USB printer stopped working immediately after a Windows 10 update. The technician checks Device Manager and sees a yellow exclamation mark on the printer driver. The printer and cable are confirmed to be functional. What should the technician do FIRST?
⚠ Common exam trap
A common mix-up: candidates choose 'Update the driver' (Option A) thinking a newer driver will fix the issue, but the update itself caused the problem, so rolling back is the correct first step.
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
✓
Roll back the driver
The yellow exclamation mark in Device Manager indicates a driver problem. Since the issue started immediately after a Windows 10 update, the most likely cause is that the update replaced the working driver with an incompatible or unsigned version. Rolling back the driver (Option B) restores the previous, known-good driver without requiring a full reinstall or additional updates, making it the first troubleshooting step.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Update the driver from Device Manager
Why it's wrong here
Updating the driver from Device Manager is incisively wrong because it does not revert the change; it actively seeks another driver version, likely the same flawed build pushed by Windows Update or a newer one with unverified behavior. The yellow exclamation mark indicates the current driver is broken, but clicking 'Update Driver' merely repeats the failed process, whereas 'Roll Back Driver' restores the exact previous known-good version without querying Windows Update again.
- ✓
Roll back the driver
Why this is correct
Rolling back the driver is the correct action because it directly reverses the Windows 10 update's replacement of the working driver with the faulty one. Device Manager's Roll Back Driver feature uninstalls the current driver package and reinstalls the previous version from the driver store, along with its original settings and registry entries. This is the most targeted fix because it restores the last-known-good state without re-scanning for a fresh driver, which could reintroduce the same corrupted file.
- ✗
Uninstall the printer and reinstall it
Why it's wrong here
Uninstalling and reinstalling the printer does not address the root cause: a Windows 10 update that corrupted or replaced the driver, as indicated by the yellow exclamation mark in Device Manager. The correct first step is to roll back or replace the driver, not remove the device entry. This option is tempting because it resolves many printer issues caused by cable faults or power cycles, where a fresh enumeration forces Windows to reload the correct driver.
- ✗
Run Windows Update again
Why it's wrong here
Running Windows Update again is counterproductive because it does not uninstall or revert anything; it only checks for new or additional updates, and may re-apply the same driver update if the driver catalog entry is still pending or if it is re-offered. The problem is an already-installed faulty driver, not a missing patch, so the solution is to roll back or remove that driver, not to repeatedly apply updates that overwrite the working configuration.
Go deeper
Related to this question
Learn chapter
User Account Control (UAC)
Key term
Device Manager
Device Manager is a built-in Windows tool that shows you all the hardware connected to your computer and lets you manage the drivers that make that hardware work.
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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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.