220-1102 Software Troubleshooting Practice Question
A user reports that Microsoft Word crashes immediately when trying to open a specific document. The document was created on another computer and is critical. The technician has already repaired the Office installation and installed all updates. Which should the technician try NEXT to open the document?
⚠ Common exam trap
The trap here is that candidates often jump to reinstalling Office or using third-party repair tools first, overlooking the quick, built-in diagnostic step of Safe Mode that isolates add-in and template conflicts without modifying the document.
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
✓
Use the /safe switch to open Word in Safe Mode and then open the document.
The /safe switch launches Word in Safe Mode, which disables add-ins, customizations, and extensions that may be causing the crash. Since the technician has already repaired Office and installed updates, the most likely remaining cause is a corrupt add-in or template that only affects this specific document. Safe Mode isolates the document from these potential conflicts, allowing it to open without interference.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Use the /safe switch to open Word in Safe Mode and then open the document.
Why this is correct
Using the /safe launch switch starts Word with add-ins and customizations disabled, isolating whether a COM add-in, global template, or registry setting is causing the immediate crash. If the document opens successfully in Safe Mode, the problem lies in Word's startup environment, not the file itself. This is the preferred first diagnostic step because it is quick, reversible, and requires no additional software.
- ✗
Reinstall the entire Microsoft Office suite.
Why it's wrong here
Reinstalling the entire Office suite is an overly aggressive step that often fails to resolve the crash because it does not remove user-specific add-ins, the Normal.dotm template, or corrupted Office settings that persist in the user profile. It also wastes significant time and may require a reboot and reactivation. The /safe switch should be tried first; only if the crash occurs in Safe Mode would a repair or reinstall become a plausible next step.
- ✗
Use a third-party document repair tool to fix the document.
Why it's wrong here
A third-party document repair tool assumes the document file itself is corrupted, but an immediate crash before Word's UI appears suggests the problem is in the application environment, not the document. Additionally, such tools are not supported by Microsoft and may further damage the file. The built-in Safe Mode approach is the correct non-invasive diagnostic because it tests the application behavior without modifying the document.
- ✗
Copy the document to a different folder and try opening it again.
Why it's wrong here
Copying the document to a different folder does not change how Word processes the file; if the crash is caused by an add-in or a corrupted Normal.dotm template, the file's location is irrelevant. Permission or path-length issues would typically generate an error message rather than an immediate crash. This action also fails to identify or remedy the actual underlying cause, making it a wasted step in the troubleshooting process.
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Same concept, more angles
3 more ways this is tested on 220-1102
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. A user reports that Microsoft Word crashes every time they try to open a specific document. Other documents open normally. What should the technician try first?
easy- A.Reinstall Microsoft Office
- ✓ B.Run Word in Safe Mode
- C.Run sfc /scannow
- D.Update video drivers
Why B: Running Word in Safe Mode (winword /safe) disables add-ins, customizations, and extensions. Since the problem is isolated to a single document, it may be caused by an add-in that triggers when that document is opened, or by the document itself. Safe Mode is a quick, non-destructive way to determine if the issue is related to add-ins. If the document opens in Safe Mode, an add-in is likely the cause; if it still crashes, the document may be corrupted, and the next step would be to use 'Open and Repair'.
Variation 2. 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?
easy- A.Reinstall Windows 10
- ✓ B.Start Word in Safe Mode (winword /safe)
- C.Run Deployment Image Servicing and Management (DISM)
- D.Check disk for errors using chkdsk
Why B: 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.
Variation 3. A user reports that Microsoft Outlook crashes when trying to open a specific email with an attachment. Other emails open fine. The technician has installed the latest Outlook updates. What should the technician try FIRST?
medium- A.Recreate the Outlook profile
- ✓ B.Run Outlook in safe mode to delete the problematic email
- C.Run System File Checker (SFC)
- D.Disable all add-ins from the COM Add-ins dialog
Why B: Running Outlook in safe mode (outlook.exe /safe) loads the application without add-ins and extensions, which can bypass corruption or conflicts that cause crashes. Since the issue is isolated to a single email with an attachment, safe mode allows the technician to delete the problematic email without interference from third-party components, addressing the immediate symptom before escalating.
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.