220-1102 Software Troubleshooting Practice Question
A Windows 10 workstation crashes with a blue screen error 'SYSTEM_SERVICE_EXCEPTION' every time a specific USB printer is connected. The technician has already updated the printer driver to the latest version from the manufacturer's website. Which of the following should the technician do NEXT to troubleshoot this issue?
⚠ Common exam trap
The trap here is that candidates often jump to running SFC (Option A) as a generic repair tool, but the question specifically states the crash is tied to a USB printer, making Event Viewer the proper first diagnostic step to gather targeted error details.
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 Event Viewer for detailed error information
The SYSTEM_SERVICE_EXCEPTION bug check indicates that an exception occurred while executing a system service routine, often triggered by a faulty driver or incompatible hardware. Since the printer driver is already updated, the next logical step is to check Event Viewer, which logs detailed error codes, module names, and stack traces that can pinpoint the exact service or driver causing the crash. This diagnostic data is essential before attempting further repairs like SFC or hardware swaps.
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 System File Checker (SFC) to repair system files
Why it's wrong here
Running SFC replaces corrupted Windows system files, but a SYSTEM_SERVICE_EXCEPTION bugcheck typically originates in a kernel-mode driver or service, not in protected Windows files. SFC does not validate third-party drivers or service binaries. It may be useful later if system files are also corrupt, but it is not a targeted first step for a device-specific crash.
- ✓
Check Event Viewer for detailed error information
Why this is correct
Event Viewer's System log records the exact bugcheck code and the faulting module (e.g., a .sys driver) that caused the SERVICE_EXCEPTION. By identifying which module was running at the time of the crash, you can pinpoint whether to update, roll back, or replace a specific driver. This proactive diagnostic step directly guides the repair and should always be performed before attempting other fixes.
- ✗
Disable Windows Update to prevent driver changes
Why it's wrong here
Disabling Windows Update stops future driver and security patches, but it does nothing to resolve the existing blue screen, and it may actually prolong the problem by preventing the very driver fix that could help. If a recently installed update introduced the fault, the correct action is to identify and uninstall that update, not to disable updates indefinitely. It's a reactive and risky workaround, not a valid troubleshooting step.
- ✗
Replace the USB cable connecting the printer
Why it's wrong here
A faulty USB cable on the printer can cause device disconnects or print errors, but it cannot cause a SYSTEM_SERVICE_EXCEPTION, which is a kernel-mode exception in a system service or driver. The cable operates at the device level and has no access to kernel services; replacing it is an unrelated hardware guess that wastes time. A proper diagnosis uses the crash dump to identify the actual faulting component.
Go deeper
Related to this question
Learn chapter
Troubleshoot: Driver Conflicts
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.
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.