220-1102 Software Troubleshooting Practice Question
A user reports that their Android smartphone is running very slowly and the battery drains quickly, even when the phone is idle. The user recently installed several new apps from a third-party app store. Which of the following should a technician do FIRST to troubleshoot the issue?
⚠ Common exam trap
The trap here is jumping to a factory reset or mass uninstallation instead of using built-in diagnostic data to identify the specific offending app.
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
✓
Check the battery usage statistics to identify power-hungry apps.
When a phone slows down and battery drains after installing new apps, the most efficient first step is to review battery usage statistics. This built-in tool identifies which apps are consuming the most power, allowing the technician to target the likely culprit without erasing data or removing all new apps.
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 Android operating system to the latest version.
Why it's wrong here
Updating the OS can fix bugs and improve performance, but the issue began after installing apps from a third-party store, suggesting an app-related cause. An OS update may not address a specific app's excessive battery drain and could introduce new variables. It is not the immediate first step.
- ✗
Uninstall all apps installed from the third-party store.
Why it's wrong here
Uninstalling all recently installed apps may resolve the issue, but it is a broad action that removes potentially useful apps. It does not confirm which app caused the problem. Checking battery usage first is more precise and preserves user data and functionality.
- ✓
Check the battery usage statistics to identify power-hungry apps.
Why this is correct
Battery usage statistics show which apps consume the most power. Since the problem started after installing new apps, reviewing this list can quickly pinpoint a malicious or poorly coded app. This is a non-destructive first step that directly addresses the symptom and guides further action.
- ✗
Perform a factory reset of the device.
Why it's wrong here
A factory reset erases all user data and settings, which is a drastic step that should be reserved for when other troubleshooting fails. It does not identify the specific cause and may be unnecessary if the issue is due to a single misbehaving app. It is not the first action to take.
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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.