220-1102 Software Troubleshooting Practice Question
A Windows 10 computer repeatedly crashes with a blue screen error that has the stop code "IRQL_NOT_LESS_OR_EQUAL". The technician suspects the issue is related to a device driver. What is the BEST next step to identify and resolve the problem?
⚠ Common exam trap
Many candidates confuse IRQL errors with file corruption or disk issues, leading them to choose SFC or chkdsk, but the CompTIA 220-1102 exam specifically tests the understanding that IRQL_NOT_LESS_OR_EQUAL is a driver-related stop code best addressed by Safe Mode driver management.
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
✓
Boot into Safe Mode and update or roll back drivers
The IRQL_NOT_LESS_OR_EQUAL stop code typically indicates a driver attempted to access a memory address at an incorrect interrupt request level (IRQL). Booting into Safe Mode loads only essential drivers, allowing the technician to update or roll back the problematic driver without interference from third-party drivers. This is the most targeted and efficient step to isolate and resolve driver-related crashes.
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) tool
Why it's wrong here
SFC (sfc /scannow) verifies the integrity of protected system files and replaces corrupted ones from the Windows component store. However, IRQL_NOT_LESS_OR_EQUAL (bug check 0x0000000A) is a driver-level stop code that occurs when a kernel-mode driver accesses invalid memory at an elevated interrupt request level, not a system file issue. SFC does not scan third-party drivers or their memory access patterns, so it would leave the true culprit untouched. Thus, SFC is ineffective for this specific crash type.
- ✓
Boot into Safe Mode and update or roll back drivers
Why this is correct
IRQL_NOT_LESS_OR_EQUAL is typically caused by a faulty, incompatible, or outdated device driver that performs an illegal memory access at a high IRQL. Booting into Safe Mode loads only a minimal set of essential Microsoft drivers, bypassing the problematic third-party driver and allowing the system to start stably. From Safe Mode, you can open Device Manager and either update the driver to a newer signed version or use Roll Back Driver to revert to a previously working version. This targeted driver remediation addresses the root cause directly without the disruptive side effects of more drastic measures.
- ✗
Perform a clean install of Windows 10
Why it's wrong here
A clean install of Windows 10 erases the entire system drive, removes all user data, applications, and installed drivers, then reinstalls the OS from scratch—an extremely disruptive and time-consuming process. Although it would eventually replace the driver stack, it is a brute-force last resort that discards the user's environment and requires full backup and reinstallation. Proper troubleshooting should first attempt less invasive methods like driver rollback or update while in Safe Mode, which can resolve the bugcheck in minutes with no data loss. Therefore, a clean install is premature for a driver-caused IRQL_NOT_LESS_OR_EQUAL stop error.
- ✗
Check the disk for errors using chkdsk
Why it's wrong here
chkdsk scans the file system for bad sectors, cross-linked files, and directory corruption, but IRQL_NOT_LESS_OR_EQUAL originates from a kernel-mode driver functioning at an invalid IRQL while accessing pageable memory—an error in software logic, not a storage medium defect. Disk-related failures tend to present with different bug checks such as UNEXPECTED_KERNEL_MODE_TRAP or NTFS-related stop codes. Running chkdsk on a driver-induced crash would complete with no relevant findings and does not identify or correct the faulty driver. Therefore, it is a mismatched diagnostic tool for this issue.
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Related to this question
Learn chapter
Troubleshoot: Application Compatibility Mode
Key term
Safe Mode
Safe Mode is a diagnostic startup mode in operating systems that loads only essential drivers and services, allowing users to troubleshoot and fix problems caused by non-critical software or 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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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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