- A
Tell the customer that the screensaver is likely the problem and they should uninstall it.
Why wrong: This is presumptuous and may offend the customer; the technician should first gather evidence.
- B
Explain that you will check the system resources to identify the cause of the slowness.
This shows a collaborative approach and uses professional language to set expectations.
- C
Blame the screensaver and suggest the customer stop using decorative software.
Why wrong: This is unprofessional and may damage the customer relationship.
- D
Ignore the screensaver and run a full virus scan.
Why wrong: This dismisses the customer's report and may waste time if the screensaver is indeed the cause.
Question 372 of 750
Avoiding Blame When Diagnosing Issues
This 220-1202 practice question tests your understanding of communication and professionalism. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A customer reports that their computer is running very slowly after they installed a new screensaver. The technician suspects the screensaver may be consuming excessive resources. Which of the following is the most professional way to address this?
Quick Answer
The correct answer is to explain that you will check the system resources to identify the cause of the slowness. This approach is the most professional because it embodies the core principle of avoiding blame when diagnosing issues—instead of accusing the user of causing the problem by installing the screensaver, the technician focuses on objective data collection. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your understanding of professional communication and troubleshooting methodology, where the trap is choosing a response that implies user fault, such as “You shouldn’t have installed that screensaver.” The exam emphasizes that effective diagnosis begins with neutral investigation, not assignment of responsibility. A helpful memory tip is the “Investigate, Don’t Accuse” rule: always start with system tools like Task Manager or Resource Monitor to gather evidence before speaking, which keeps the conversation solution-oriented and preserves customer trust.
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
✓
Explain that you will check the system resources to identify the cause of the slowness.
Option B is correct because it demonstrates a professional, systematic troubleshooting approach. Instead of prematurely blaming the screensaver, the technician will use Task Manager (or Resource Monitor) to verify if the screensaver process is consuming excessive CPU, memory, or disk resources. This aligns with CompTIA's troubleshooting methodology: identify the problem by gathering data before forming a conclusion.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Tell the customer that the screensaver is likely the problem and they should uninstall it.
Why it's wrong here
This is presumptuous and may offend the customer; the technician should first gather evidence.
- ✓
Explain that you will check the system resources to identify the cause of the slowness.
Why this is correct
This shows a collaborative approach and uses professional language to set expectations.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
Blame the screensaver and suggest the customer stop using decorative software.
Why it's wrong here
This is unprofessional and may damage the customer relationship.
- ✗
Ignore the screensaver and run a full virus scan.
Why it's wrong here
This dismisses the customer's report and may waste time if the screensaver is indeed the cause.
Common exam traps
Common exam trap: answer the scenario, not the keyword
CompTIA often tests the candidate's ability to choose a professional, evidence-based response over a quick-fix or blame-oriented answer, trapping those who assume the reported change is definitely the root cause without verification.
Detailed technical explanation
How to think about this question
Screensavers, especially animated or 3D ones, can consume significant GPU and CPU resources because they render graphics continuously. In Windows, you can use Task Manager's 'Processes' tab to sort by CPU or Memory usage and identify the screensaver process (e.g., scrnsave.scr or a third-party executable). The technician should also check if the screensaver is using hardware acceleration, which can cause high GPU utilization even when the system is idle.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the 220-1202 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
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FAQ
Questions learners often ask
What does this 220-1202 question test?
Communication and Professionalism — This question tests Communication and Professionalism — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Explain that you will check the system resources to identify the cause of the slowness. — Option B is correct because it demonstrates a professional, systematic troubleshooting approach. Instead of prematurely blaming the screensaver, the technician will use Task Manager (or Resource Monitor) to verify if the screensaver process is consuming excessive CPU, memory, or disk resources. This aligns with CompTIA's troubleshooting methodology: identify the problem by gathering data before forming a conclusion.
What should I do if I get this 220-1202 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Last reviewed: Jul 4, 2026
This 220-1202 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 220-1202 exam.
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