220-1102 Software Troubleshooting Practice Question
A user reports that Microsoft Edge crashes immediately upon opening. The technician determines the issue began after the user installed a new browser extension. The user is unable to access Edge settings because the browser crashes. What should the technician do FIRST?
⚠ Common exam trap
Many exam-takers choose System Restore (Option C) because it seems like a safe, reversible fix, but they overlook that InPrivate mode is a faster, less disruptive first step that directly addresses the extension conflict without affecting system state.
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
✓
Launch Microsoft Edge in InPrivate mode
Launching Microsoft Edge in InPrivate mode (Option B) is the correct first step because InPrivate mode starts the browser without loading any extensions, add-ons, or cached data. This allows the technician to bypass the crashing extension and access the browser settings to disable or remove the problematic extension. Since the user cannot access Edge settings due to the crash, InPrivate mode provides a clean environment to troubleshoot without reinstalling or modifying the system.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Reinstall Windows 10
Why it's wrong here
Reinstalling Windows 10 is an extreme measure that wipes all user applications, settings, and potentially data, and it does not isolate the true cause of a browser-only crash. The problem is almost certainly at the Edge profile or extension level, and reinstalling the OS should only be attempted after far less invasive steps like launching InPrivate mode have failed. It is both time-consuming and risky compared to targeted browser troubleshooting.
- ✓
Launch Microsoft Edge in InPrivate mode
Why this is correct
Launching Microsoft Edge in InPrivate mode starts a fresh session that, by default, disables all extensions and prevents the restoration of tabs from the previous session. If a problematic extension is the immediate cause of the crash, InPrivate mode will load cleanly, allowing you to open edge://extensions and remove or disable the culprit. This quick, non-destructive test isolates the issue without altering the user profile or system state.
- ✗
Use System Restore
Why it's wrong here
System Restore rollback returns Windows to a previous snapshot, but it only affects system files, drivers, and registry keys — not the user-level extension data stored in the Edge profile. If the crashing extension was installed after your last restore point, it will still exist after the rollback, and the procedure can undo other unrelated updates you may want to keep. It is a heavy-handed step better reserved for when you have confirmed system-level corruption and have exhausted faster, browser-specific checks.
- ✗
Run System File Checker (SFC)
Why it's wrong here
Running the System File Checker (SFC) validates the integrity of Windows system files, but a crash on Edge startup is not typically caused by corrupted system binaries. Edge relies on its own profile, cache, and extension files, which SFC does not scan or repair. While SFC is a legitimate diagnostic for blue screens or OS errors, it is a poor first choice for a problem you can quickly reproduce and test in a clean browser session.
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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.