220-1102 Software Troubleshooting Practice Question
A technician is troubleshooting a Windows 10 computer that randomly reboots without warning. Event Viewer shows event ID 41 (Kernel-Power) with no other critical errors. The technician has already updated drivers and verified the power supply. What should the technician do NEXT?
⚠ Common exam trap
The trap here is that candidates often jump to RAM diagnostics (Option C) because memory issues are a common cause of random reboots, but the absence of BSODs and the specific event ID 41 should steer them toward thermal or power-related causes first.
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 CPU temperature
Random reboots without warning, especially with event ID 41 (Kernel-Power) and no other critical errors, often point to thermal shutdown. The CPU has a built-in thermal throttle and automatic shutdown mechanism when temperatures exceed the Tjunction max (typically around 100°C for modern CPUs). Since the technician has already ruled out power supply and driver issues, checking CPU temperature is the logical next step to identify overheating as the root cause.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Replace the RAM modules
Why it's wrong here
Faulty RAM typically manifests as specific stop codes (e.g., MEMORY_MANAGEMENT), application crashes, or corrupted files, not as a sudden restart with only a Kernel-Power Event ID 41 logged. Event ID 41 simply indicates the system rebooted without a clean shutdown, which is a generic symptom rather than a memory-specific indicator. Replacing RAM modules before verifying power, thermals, or driver stability would be an expensive guess that could leave the actual cause untouched.
- ✗
Disable automatic restart on system failure
Why it's wrong here
Disabling the automatic restart on system failure will force the system to display a Blue Screen of Death instead of immediately rebooting, which can help capture a specific stop code for troubleshooting. However, this action does not address the underlying problem; it only changes the visible symptom so the system may still hang or restart after showing the error. If the restart is triggered by a thermal or power event, the machine might still lose power without a BSOD, so this is at best a temporary diagnostic aid, not a solution.
- ✗
Run the Windows Memory Diagnostic tool
Why it's wrong here
The Windows Memory Diagnostic tool is designed to detect faulty RAM by running extensive read/write patterns, but random restarts with no preceding memory-related errors or blue screens are rarely caused by memory issues. In this scenario, after verifying power and drivers, the most probable causes are overheating or a failing power supply, neither of which memory diagnostics can detect. Running the tool would consume time and require a reboot, yet it would likely return a false negative, delaying the proper solution.
- ✓
Check the CPU temperature
Why this is correct
Overheating CPUs can trigger a thermal shutdown or restart as a protective mechanism, often with no blue screen and only a Kernel-Power Event ID 41 logged afterward. After verifying power and driver stability, checking CPU temperature is a logical next step; use BIOS/UEFI readings or a sensor-monitoring tool like HWiNFO to confirm whether temperatures exceed 90°C under load. A clogged heatsink, failed fan, or dried-out thermal paste can cause intermittent reboots, so inspecting the entire cooling system is essential for a complete diagnosis.
Go deeper
Related to this question
Learn chapter
Windows Event Viewer
Key term
Event
An event is any identifiable occurrence or action in a computer system, network, or application that can be logged, monitored, or analyzed for security or operational purposes.
Key term
Kernel
The kernel is the core program of an operating system that manages hardware resources and provides essential services for all other software to run.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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