easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: That their corporate email app on an Android…
A user reports that their corporate email app on an Android device is not syncing. They can browse the internet and use other apps normally. The account was working yesterday. What should you check first?
⚠ Common exam trap
It's easy for candidates to assume a network or hardware issue (SIM card) because the email 'isn't syncing,' but the question explicitly states other apps work, isolating the problem to the email app's configuration or authentication.
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
✓
Verify the account username and password in the email app.
The most common cause of a previously working email account suddenly failing to sync is an authentication issue, such as a changed password or expired credentials. Since other internet services work, the network connectivity is fine, so the problem is isolated to the email app's authentication. Verifying the username and password in the app's account settings is the quickest, least disruptive first step before escalating to more drastic measures.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Perform a factory reset of the device.
Why it's wrong here
Performing a factory reset is an extreme troubleshooting step that reverts the device to its original out-of-box state, erasing all user data, installed applications, and personalized settings. While it might resolve deep-seated software corruption, it is highly disruptive and should only be considered as a last resort after less intrusive methods, such as checking app-specific settings or credentials, have failed. For an issue isolated to a single corporate email app, this action is disproportionate and unnecessary, causing significant user inconvenience.
- ✓
Verify the account username and password in the email app.
Why this is correct
Verifying the account username and password within the corporate email application is a primary and often overlooked troubleshooting step. Even if the user believes the credentials are correct, a recent password change on the server, a typo during initial setup, or an expired session token can prevent successful authentication and data synchronization. This simple check directly addresses the most common cause of email access issues without impacting other device functions, making it the most efficient first step.
- ✗
Replace the device's SIM card.
Why it's wrong here
Replacing the device's SIM card is irrelevant to an issue with a corporate email application, especially if the user can still browse the internet or use other network-dependent apps. The SIM card primarily authenticates the device to the cellular network for voice, SMS, and mobile data services, not for Wi-Fi or specific application authentication. Since the problem is specific to the email app and general internet connectivity is functional, the SIM card is not the root cause of the authentication or synchronization failure.
- ✗
Reinstall the operating system.
Why it's wrong here
Reinstalling the operating system is an extensive and time-consuming procedure that would completely wipe the device's current OS installation, user data, and applications, requiring a full re-setup. This drastic measure is only warranted for widespread system instability, severe OS corruption, or persistent issues affecting multiple core functions, not for a problem isolated to a single corporate email application. It represents an excessive and inappropriate response to an app-specific issue, causing significant downtime and data loss.
Go deeper
Related to this question
Learn chapter
SOHO Network Security
Key term
Android
Android is an open-source operating system used primarily on mobile devices like smartphones and tablets, developed by Google.
Key term
Authentication
Authentication is the process of verifying that someone or something is who or what it claims to be before granting access to a system or resource.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.