220-1102 Software Troubleshooting Practice Question
A technician is troubleshooting a Windows 10 application that crashes with error '0xc0000005 (Access Violation)' only when the user prints to a specific network printer. Other applications print fine to the same printer. What should the technician do FIRST?
⚠ Common exam trap
The trap here is that candidates often jump to disabling DEP or changing compatibility mode, mistaking a driver-specific memory violation for a general application compatibility or security feature issue.
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
✓
Reinstall the printer driver.
The error 0xc0000005 (Access Violation) indicates a memory access violation, often caused by a corrupted or incompatible printer driver. Since the issue occurs only with a specific network printer and only with this application, the printer driver is the most likely culprit. Reinstalling the printer driver is the first step because it directly addresses the driver-application interaction without altering system-wide protections or application settings.
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 the printer driver.
Why this is correct
A crash with error 3 (ERROR_PATH_NOT_FOUND) in an application that performs printing indicates that the printer driver's spooler interface, port configuration, or associated registry entries have become corrupt. Reinstalling the driver replaces these damaged components, restoring the expected file paths and print pipeline that the application relies on, which is the most direct fix because the failure occurs specifically during print operations and not during general application use.
- ✗
Update the application to the latest version.
Why it's wrong here
Updating the application is not appropriate because the fault is isolated to the printing subsystem, not the application's core logic. If other applications in the same Windows 10 environment print successfully, the application code itself is functioning; the crash stems from the printer driver's interaction with the spooler. Error 3 is a system-level path error that an application patch would not address, as the update would not repair the corrupt driver or restore missing printer port paths.
- ✗
Disable Data Execution Prevention (DEP) for the application.
Why it's wrong here
Disabling Data Execution Prevention (DEP) for a crashed application is a common but misguided attempt to fix access violations; however, error 3 is not a DEP exception (which would be error code 0xC0000005, ACCESS_VIOLATION). A corrupted printer driver causes the application to request a print path or port that no longer exists, and DEP would not block legitimate path operations. Moreover, disabling DEP weakens exploit protections and is an unnecessary security risk when the actual culprit is the driver installation.
- ✗
Change the application compatibility mode to Windows 7.
Why it's wrong here
Changing the application's compatibility mode to Windows 7 would only affect how Windows 10 presents APIs and system calls to the application, not how the printer driver's files are located or accessed. The error is caused by a missing or malformed printer driver path, which is an installation-level issue independent of the OS version emulation. Compatibility mode cannot reinstate a deleted printer port or repair driver registry entries, and it might even introduce additional printing inconsistencies by toggling legacy behaviors.
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Network Topology Documentation
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.
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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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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