220-1102 Software Troubleshooting Practice Question
A user reports that their Windows 11 laptop occasionally shows a blue screen with the stop code CRITICAL_PROCESS_DIED. The issue occurs randomly, about once every two days. The user has not installed any new hardware or software recently. Which of the following should a technician perform FIRST to troubleshoot this issue?
⚠ Common exam trap
The trap here is assuming that any blue screen requires a clean install or hardware replacement, when in fact software corruption is a common cause that can be fixed with built-in utilities.
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 the System File Checker (SFC) utility.
CRITICAL_PROCESS_DIED indicates that a critical system process has terminated unexpectedly, often due to corrupted system files. Running System File Checker (SFC) is a standard first step because it can repair those files without data loss. Other options are either too invasive or target the wrong subsystem, making SFC the most appropriate initial action.
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 the System File Checker (SFC) utility.
Why this is correct
SFC is a built-in Windows tool that scans for and repairs corrupted system files, which can cause CRITICAL_PROCESS_DIED. Since the issue occurs randomly and no recent changes were made, corrupted system files are a likely cause. Running SFC is a safe, non-destructive first step that may resolve the problem without further disruption.
- ✗
Update the graphics card driver to the latest version.
Why it's wrong here
Graphics driver issues typically cause different stop codes, such as VIDEO_TDR_FAILURE or similar. CRITICAL_PROCESS_DIED usually points to a critical system process, not necessarily graphics. Updating the GPU driver is unlikely to resolve this specific stop code and may introduce new issues if the driver is incompatible.
- ✗
Replace the hard drive with a new solid-state drive (SSD).
Why it's wrong here
While a failing drive can cause blue screens, there is no evidence of drive failure in this scenario. Replacing the drive is premature and would require reinstalling the OS and applications. Other diagnostics, such as checking drive health with SMART data, should be performed before considering hardware replacement.
- ✗
Perform a clean installation of Windows 11.
Why it's wrong here
A clean install is a drastic measure that erases all data and applications. It should be a last resort after simpler troubleshooting steps have failed. Because the cause is unknown, reinstalling Windows may not even resolve the issue if it is hardware-related, and it would unnecessarily inconvenience the user.
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DISM Tool for Windows Repair
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
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.
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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.