220-1102 Software Troubleshooting Practice Question
A user reports that their Windows 10 computer's Bluetooth is not working. The technician checks Device Manager and sees the Bluetooth adapter has a yellow exclamation mark. The technician has already tried updating the driver, but the issue persists. Which should the technician do NEXT?
⚠ Common exam trap
Many candidates assume a yellow exclamation mark always means a driver problem, leading them to reinstall or update drivers repeatedly, when in fact a disabled or stopped supporting service is a common underlying cause that CompTIA specifically tests in the 220-1102 Software Troubleshooting domain.
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
✓
Check if the Bluetooth Support Service is running and start it if stopped
The yellow exclamation mark in Device Manager indicates a driver or resource conflict, but since updating the driver did not resolve the issue, the next logical step is to verify that the Bluetooth Support Service is running. This service is essential for Bluetooth device discovery and pairing; if it is stopped or disabled, the adapter will appear as malfunctioning even with a correct driver. Starting the service often resolves the problem without further hardware or driver intervention.
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 hardware and devices troubleshooter
Why it's wrong here
The Hardware and Devices troubleshooter is a general diagnostic tool that scans for detection and driver issues across all device categories, but it does not specifically target the Windows service responsible for the Bluetooth stack. Running it can consume several minutes and often fails to report a stopped or disabled service because the troubleshooter primarily inspects device nodes and drivers rather than service states. While it might eventually suggest a fix, checking the Bluetooth Support Service first is more direct, faster, and addresses a far more common root cause.
- ✓
Check if the Bluetooth Support Service is running and start it if stopped
Why this is correct
The Bluetooth Support Service (BthServ) is the core Windows service that manages Bluetooth device discovery, pairing, and connection maintenance on Windows 10. If this service is stopped or set to Disabled, the Bluetooth radio will not function, the Bluetooth toggle may be grayed out, and the system tray will show no Bluetooth icon. Starting the service from the Services console (services.msc) or with the command 'net start bthserv' is a low-risk, immediate action that resolves many Bluetooth failures; you should also ensure its Startup Type is set to Automatic to prevent recurrence.
- ✗
Uninstall the device and restart the computer to let Windows reinstall the driver
Why it's wrong here
Uninstalling the Bluetooth adapter from Device Manager and restarting the computer will cause Windows to re‑detect the device and reinstall its driver, which can address corrupt or outdated driver files. However, if the Bluetooth Support Service is stopped, the freshly installed driver will still lack a functioning service layer, so the problem will persist exactly as before. This step is also more invasive—it temporarily removes the device, may delete saved pairings, and requires a reboot—so it should be deferred until you have verified both the service and the driver status.
- ✗
Replace the Bluetooth adapter because the hardware is likely faulty
Why it's wrong here
Replacing the Bluetooth adapter assumes a physical hardware failure, yet the most frequent causes of Bluetooth malfunction on Windows 10 are software-related: a stopped Bluetooth Support Service, disabled adapter via airplane mode, outdated drivers, or group policy restrictions. Before considering hardware replacement, you should run the service check, inspect Device Manager for error codes (e.g., Code 10 or Code 43), and test the adapter on another OS or computer if possible. Prematurely purchasing and swapping hardware is costly and rarely necessary because service or driver faults mimic hardware failure symptoms.
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User Account Control (UAC)
Key term
Device Manager
Device Manager is a built-in Windows tool that shows you all the hardware connected to your computer and lets you manage the drivers that make that hardware work.
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.
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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.