220-1102 Software Troubleshooting Practice Question
A technician is troubleshooting a user's Windows 10 workstation where a legacy business application fails to launch. The application was working yesterday, but after a recent Windows Update was installed automatically overnight, the application now displays an error indicating it is not compatible. The technician has already rolled back the update, but the application still will not launch. Which of the following should the technician try NEXT to resolve the issue?
⚠ Common exam trap
It's easy for candidates to assume rolling back the update fully restores the previous state, but Windows Updates can leave behind registry changes or compatibility flags that require the Program Compatibility Troubleshooter to resolve.
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 Program Compatibility Troubleshooter to set the application to run in compatibility mode.
The application was working before the Windows Update, and even after rolling back the update, the application still fails. This indicates that the update may have changed system settings or compatibility configurations that persist after rollback. The Program Compatibility Troubleshooter can automatically detect and apply the correct compatibility mode settings (e.g., running as Windows 7 or XP SP3) to allow the legacy application to launch.
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 System File Checker (SFC) to repair any corrupted system files.
Why it's wrong here
Running SFC (System File Checker) verifies the integrity of protected system files and replaces corrupted versions from the Windows component store, but the failure here is a legacy application's compatibility with the current OS environment after an update, not file corruption. SFC would not alter the application's executable or its registry entries, which are the source of the incompatibility. Therefore, while SFC is valid for repairing system files, it is not the direct next step for this scenario.
- ✓
Use the Program Compatibility Troubleshooter to set the application to run in compatibility mode.
Why this is correct
The Program Compatibility Troubleshooter is the appropriate initial action because it automatically scans the legacy application and prompts the user to try different compatibility settings, such as running the program in the mode for an older Windows version, or as an administrator. It applies the necessary shim from the Application Compatibility database without requiring manual registry changes. This directly targets the compatibility failure triggered by the recent Windows update, making it the correct next step.
- ✗
Uninstall and reinstall the legacy application to restore its original configuration.
Why it's wrong here
Uninstalling and reinstalling the legacy application would return it to its original default state, but if the Windows 10 update altered a system component or API behavior that the application relies on, the restored program will still encounter the same incompatibility. Reinstallation is also disruptive and time-consuming because it may involve re-entering licensing keys and re-applying patches. Given that the compatibility issue is environmental rather than a corrupted installation, this is not the optimal first step and should be reserved for later troubleshooting.
- ✗
Check for updated drivers for the application from the manufacturer's website.
Why it's wrong here
Checking for updated drivers from the manufacturer's website is irrelevant because the legacy program is application software, not a device driver, and driver updates do not change how the application interacts with Windows APIs or account for compatibility shims. Even if the application has associated hardware, the missing functionality is a software compatibility issue, not a driver version problem. Thus, this option addresses the wrong component and would waste time without resolving the error.
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Troubleshoot: Application Crashes
Key term
Compatibility mode
Compatibility mode is a software setting that allows a program or operating system designed for an older version of Windows to run on a newer version by mimicking the older environment.
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.
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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.