220-1102 Software Troubleshooting Practice Question
A user reports that after installing a new application, their Windows 10 computer frequently crashes with a blue screen error 'IRQL_NOT_LESS_OR_EQUAL'. The technician uninstalls the application, but the crashes continue. What should the technician do next?
⚠ Common exam trap
Many exam-takers assume uninstalling the application fully removes all its components, but many applications install kernel-mode drivers that persist after uninstall, making System Restore the correct recovery step rather than hardware diagnostics or firmware updates.
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
✓
Perform a System Restore to a point before the application was installed
System Restore reverts system files, registry keys, and installed programs to a previous state without affecting personal data. Since the crashes persist after uninstalling the application, the application likely modified system drivers or kernel-mode components that are not removed by a standard uninstall. Restoring to a point before the installation reverses those changes, directly addressing the IRQL_NOT_LESS_OR_EQUAL error, which is often caused by faulty driver or kernel code attempting to access an invalid memory address.
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 System Restore to a point before the application was installed
Why this is correct
System Restore is the most direct remedy because application installers often modify system files, shared DLLs, registry keys, and services that a normal uninstall routine may leave behind. By reverting the machine to a restore point created before the installation, the technician can roll back those system-level changes while preserving user data files and personal settings. This approach specifically targets the temporal correlation between the installation and the onset of crashes, making it the appropriate first step in the troubleshooting workflow.
- ✗
Run the Windows Memory Diagnostic tool to test for faulty RAM
Why it's wrong here
Running the Windows Memory Diagnostic is not the appropriate first action because faulty RAM typically produces random crashes, page faults, or corrupted data under varying memory loads, not immediately after a software installation. The strong temporal correlation between the installation and the crashes points to a software-induced system change rather than a hardware defect. While memory errors can occur at any time, unless there were preexisting symptoms, this test should be deferred until software-related causes via System Restore or other software fixes have been exhausted.
- ✗
Update the BIOS/UEFI firmware to the latest version
Why it's wrong here
Updating BIOS/UEFI firmware is an unlikely solution for crashes that began immediately after an application installation because firmware updates address processor microcode errata, memory compatibility, and low-level hardware initialization—not the shared library or registry changes typically introduced by software. Flashing firmware carries a small but real risk of rendering the motherboard unbootable, so it should be reserved for cases where a specific hardware compatibility issue is documented or a security vulnerability needs patching. The problem here is temporally linked to a software event, making a firmware update an unnecessary and potentially risky distraction.
- ✗
Run a full antivirus scan in Safe Mode
Why it's wrong here
A full antivirus scan in Safe Mode is a secondary step rather than the first choice because the user explicitly installed a specific application, and the crashes began immediately afterward—a temporal pattern far more indicative of an incompatible or faulty software installation than of malware. While malware can cause instability, a scan would only detect malicious code and would not necessarily revert the registry or driver changes made by a legitimate program. Additionally, booting into Safe Mode and running a comprehensive scan is time-consuming; the faster, more targeted intervention is to undo the recent change using System Restore, leaving the malware scan for later if instability persists.
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Windows User Accounts and Groups
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.
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 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.