220-1102 Software Troubleshooting Practice Question
A technician is troubleshooting a Windows 10 computer that displays a blue screen error 'KMODE_EXCEPTION_NOT_HANDLED' when a USB device is plugged in. The technician updates the USB controller drivers, but the issue persists. What should the technician try next?
⚠ Common exam trap
Many candidates assume the USB device itself is faulty (Option D) or that a hardware diagnostic is needed (Option B), when the persistent driver-related error after updating USB controllers points to a need for deeper log analysis via Event Viewer to identify the specific faulting component.
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 the Event Viewer for additional error details
The Event Viewer provides detailed logs that can pinpoint the specific driver or module causing the KMODE_EXCEPTION_NOT_HANDLED error. Since the issue occurs when a USB device is plugged in and updating USB controller drivers did not resolve it, checking Event Viewer for system and application logs can reveal the exact faulting driver (e.g., a third-party driver or a corrupted system file), guiding further targeted troubleshooting.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Disable the USB port in BIOS
Why it's wrong here
Disabling the USB port in BIOS is only a workaround that masks the problem; it prevents the device from being detected, so the failing driver never loads and the blue screen doesn't occur. However, it doesn't fix the underlying corrupted or incompatible USB driver that causes the KMODE_EXCEPTION_NOT_HANDLED when the device is inserted. This also sacrifices USB functionality for all devices on that port, making it an unacceptable permanent resolution for a driver issue.
- ✗
Run the Windows Memory Diagnostic
Why it's wrong here
The Windows Memory Diagnostic tests RAM for physical errors like bad sectors or stuck cells, which can produce blue screens, but those crashes generally occur randomly under memory load, not specifically at the moment a USB device is plugged in. The trigger-based nature of this BSOD points to a driver attempting to access or manage the USB controller/device, not to failing system memory. Since the diagnostic won't exercise or validate kernel-mode driver code, it would likely return no errors and waste time in troubleshooting.
- ✓
Check the Event Viewer for additional error details
Why this is correct
The correct first step is to open Event Viewer and review the System and Application logs for an Event ID 1001 (BugCheck) or the specific kernel-power event that records the bug check code and a list of loaded drivers. This log often identifies the exact module that caused the KMODE_EXCEPTION_NOT_HANDLED — for example, a .sys file like usbhub.sys or an audio driver — giving you a direct path to update, roll back, or reinstall the offending driver. Event Viewer provides the actionable detail needed to move from a vague blue screen to a targeted fix.
- ✗
Replace the USB device
Why it's wrong here
Replacing the USB device assumes the hardware is faulty, but the fact that the error is a KMODE exception raised when the device is inserted suggests the problem lies in how the system's kernel-mode driver handles that insertion, not the device itself. A perfectly functional USB device can still trigger a BSOD if the driver is outdated, corrupted, or incompatible with Windows 10's USB stack. Swapping the hardware would not change the driver code, so the same exception would likely recur with a replacement device.
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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
Universal Serial Bus
A Universal Serial Bus (USB) is a standard interface that allows you to connect devices like keyboards, mice, storage drives, and printers to a computer for data transfer and power delivery.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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