220-1102 Software Troubleshooting Practice Question
A user reports that Microsoft Word crashes every time they try to save a document. Other Office applications work fine. The technician has run Office repair and updated Office. What should the technician try FIRST?
⚠ Common exam trap
The trap here is that candidates may jump to OS-level repairs (DISM or chkdsk) or a full reinstall because they assume a crash during a common operation like saving indicates a deeper system issue, but the CompTIA 220-1102 exam emphasizes application-specific isolation techniques like Safe Mode before escalating to OS-level fixes.
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
✓
Start Word in Safe Mode (winword /safe)
Starting Word in Safe Mode (winword /safe) isolates the application from add-ins, extensions, and customizations that could be causing the crash during save operations. Since other Office applications work fine and Office repair has already been run, the issue is likely specific to Word's configuration or a corrupt add-in, not the operating system or disk. Safe mode bypasses these components, allowing the technician to identify if a third-party add-in or corrupted Normal.dotm template is the culprit.
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 is a destructive, last-resort procedure that affects the entire OS, all applications, and user data. A single application crash on save does not indicate OS-level corruption; it indicates a problem isolated to Word's configuration, add-ins, or the specific save operation. Reinstalling Windows would be time-consuming, risky, and unlikely to resolve a Word-specific issue. Proper diagnosis starts with isolating Word's behavior, not nuking the OS.
- ✓
Start Word in Safe Mode (winword /safe)
Why this is correct
Starting Word in Safe Mode with the `winword /safe` command loads the application without third-party add-ins, custom toolbars, and the default template (Normal.dotm). If the save crash does not occur in Safe Mode, the culprit is an add-in or a corrupted Word configuration rather than core Word functionality. This is the recommended first diagnostic step because it is non-destructive and quickly separates autoloaded extensions from the base application, guiding further troubleshooting like disabling add-ins or resetting templates.
- ✗
Run Deployment Image Servicing and Management (DISM)
Why it's wrong here
DISM (Deployment Image Servicing and Management) repairs the Windows system image and component store, which are used for operating system servicing and recovery. This issue is isolated to Word; other Office applications presumably save files normally, so the Windows image is almost certainly intact. DISM does not address Word add-ins, settings, or save-path issues, making it a misdirected step that consumes time without targeting the actual crash cause.
- ✗
Check disk for errors using chkdsk
Why it's wrong here
`chkdsk` scans for file system corruption and bad sectors, which can indeed prevent successful saves. However, if only Word crashes while other Office applications save to the same disk without issue, a systemic disk error is unlikely. A more probable cause is a Word-specific corruption, such as a damaged Normal.dotm template or a defective add-in that intercepts the save operation. `chkdsk` can also require a lengthy reboot, so it is best reserved for when save failures span multiple applications or the disk shows other warning signs.
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Key term
Operating system
An operating system (OS) is the core software that manages a computer's hardware and software resources, providing common services for computer programs.
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.