220-1102 Software Troubleshooting Practice Question
After updating the graphics driver on a Windows 10 workstation, the computer experiences intermittent blue screen errors with the stop code 'DRIVER_IRQL_NOT_LESS_OR_EQUAL' referencing nvlddmkm.sys. The technician boots into Safe Mode and the error does not occur. What is the MOST appropriate next step?
⚠ Common exam trap
Test-takers frequently confuse a driver-related blue screen with a hardware memory issue and choose the Memory Diagnostic tool, overlooking the specific driver file name and the Safe Mode behavior that isolates the problem to software.
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
✓
Roll back the graphics driver to the previous version
The error 'DRIVER_IRQL_NOT_LESS_OR_EQUAL' referencing nvlddmkm.sys (the NVIDIA display driver) indicates a driver-level IRQ conflict or memory access violation. Since the error does not occur in Safe Mode (which loads only basic drivers), the faulty driver is confirmed as the cause. Rolling back the graphics driver restores the previous stable version, directly resolving the issue without unnecessary steps.
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 Windows Memory Diagnostic tool
Why it's wrong here
Windows Memory Diagnostic is designed to detect failing RAM, but a stop code that names a driver file or includes 'DRIVER_' points to a kernel-mode driver fault, not a hardware memory error. Memory defects typically manifest as random crashes, page faults, or data corruption, often under different stop codes like MEMORY_MANAGEMENT. Running this tool would take time and reboot the PC, yet would leave the faulty graphics driver active and still able to trigger the same stop error.
- ✓
Roll back the graphics driver to the previous version
Why this is correct
Rolling back the graphics driver restores the previous version from the Windows DriverStore, directly undoing the change that coincided with the crash. The recently installed display driver is likely the trigger, and Device Manager's 'Roll Back Driver' feature replaces the current driver with the last one that was known to work. After a reboot, the stop code should stop recurring, making this the most targeted, least disruptive fix.
- ✗
Disable automatic driver updates in Windows Update
Why it's wrong here
Disabling automatic driver updates through Windows Update is a preventive configuration, not a repair; the faulty graphics driver is already installed and remains loaded in the current session. This setting will only stop future driver installations, so the system will continue to blue-screen until the offending driver is replaced. It can be useful after a rollback to prevent the same update from being reapplied, but it is not a solution for the existing problem.
- ✗
Perform a clean installation of Windows 10
Why it's wrong here
Performing a clean installation of Windows 10 wipes the boot drive and reinstalls the OS, which is disproportionately destructive when a single driver can be reverted in under a minute. Even after a clean install, Windows Update could automatically fetch the same problematic graphics driver version, unless you also defer driver updates. This extreme measure should be reserved for cases of system-level corruption or malware, not for a straightforward regression caused by a graphics driver update.
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Troubleshoot: Permission Denied Errors
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
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.
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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.