5.5 Given a scenario, troubleshoot common mobile device issues while adhering to the appropriate procedures.

Question 1

If you’re having problems seeing the display on an LCD monitor or the display is very, very dim, you might be having a problem with the ___.

Answer 1

backlight

Question 2

What is one way you could check to see if a backlight has malfunctioned?

Answer 2

Shine a flashlight on the screen.

Question 3

If you’re using an older fluorescent style light on your monitor and a flashlight doesn’t reveal anything, what may have malfunctioned instead?

Answer 3

The inverter, have to replace it.

Question 4

If you’re getting a completely black screen and you’re not sure if the issue is related to the video card or if it’s related to the LCD display, you might want to try…

Answer 4

connecting an external monitor.

Question 5

If a laptop screen stays black but works on an external monitor, what is likely the issue?

Answer 5

Likely the display itself on the laptop. May need to replace LCD.

Question 6

If a laptop screen is black, and also does not work on an external monitor, what is likely the issue?

Answer 6

The video card.

Question 7

If the video’s flickering on your laptop, you might have a ___ problem.

Answer 7

connector (or sunlight exposure/overheating)

Question 8

What can you do to resolve a bad connector causing flickering?

Answer 8

Replace the bad video cable or replace the bad video hardware that’s connecting that LCD display to the motherboard of the laptop.

Question 9

If you’re having keys that are sticking, you may need to ___.

Answer 9

clean out the keyboard

Question 10

If you’re not touching any part of the laptop and yet you see the mouse slowly moving across the screen, this is called….

Answer 10

ghost cursor/pointer drift.

Question 11

What may resolve ghost cursor/pointer drift?

Answer 11

Update the mouse pad drivers. The drivers can constantly check for any type of drifting of the mouse and can recalibrate the mouse pad so that does not occur.

Question 12

If you inadvertently turn on Num Lock on a laptop…

Answer 12

you may find that instead of typing letters, you’re suddenly typing numbers.

Question 13

After working on a laptop, be sure to check the ___ even if you weren’t working on them.

Answer 13

Radio antenna connectors

Question 14

Lack of Bluetooth/WiFi signal available may be cause by what?

Answer 14

Disconnected antenna wires, check the WiFi adapter.

Question 15

If you’re unsure if battery issues are caused by the battery itself, or the charging subsystem inside the laptop, what can you try?

Answer 15

Try charging that battery in an identical laptop.

Question 16

If you’re connected to an external power source with your laptop’s power supply and you’re still getting no response from the laptop, then you may want to grab a ___.

Answer 16

multimeter

Question 17

This will allow you to check the AC power on the outlet to see if you’re getting the proper amount of power. And you can also check the DC power on the other side to see if it’s providing the laptop with the proper voltage as well.

Answer 17

multimeter

Question 18

In some laptops, there’s no way to remove the batteries inside of the laptop so to perform a hardware reset you could try…

Answer 18

Holding down the power button for a certain amount of time. Or there might be a set of keystrokes on the laptop that provides a hardware reset.

Check the documentation of your laptop to find out which.

Question 19

What is one thing to try if you’re only displaying video on a laptop and not on the external display?

Answer 19

Try using then Function key to configure external display settings. Try also pairing the devices if on Bluetooth

Question 20

One very common way to force the video signal to go to the external display is to…

Answer 20

Power off the laptop, connect external display, then reboot laptop.

Question 21

The default for many laptops is to automatically use the ___ display if it recognizes one during the boot-up process.

Answer 21

external

Question 22

If you’re using your mobile device, and suddenly the screen goes completely black, and it doesn’t respond to any type of input, then you may need to provide a ___ to regain control of that mobile device.

Answer 22

hard reset

Question 23

How do you perform a hard reset on an iOS?

Answer 23

Hold down power button + the home/volume button. Hold all for 10 seconds. And the phone should restart.

Question 24

How can you perform a hard reset on an Android device?

Answer 24

Take battery out and put it back in. (or power+volume 10 secs, varies)

Question 25

How do you stop problematic apps in iOS?

Answer 25

Double tap home, slide up app

or hard/soft reset

Question 26

How do you stop problematic apps in Android?

Answer 26

Settings -> Apps -> select app -> force stop

or hard/soft reset

Question 27

What may be one way to remedy slow apps?

Answer 27

Update the app

Question 28

If you’re having problems decrypting an incoming email, then you may want to check some of the ___ for emails on your mobile device or the MDM.

Answer 28

configuration settings

Question 29

If you’re in a corporate environment, you may be using a local or a cloud-based version of ___ for emails, which may be responsible for encryption issues.

Answer 29

Microsoft Outlook

Question 30

In the case of Microsoft Outlook, each individual user has their own ___. And information cannot be decrypted unless the ___ is properly installed on that mobile device.

Answer 30

private key

Question 31

A user can’t decrypt their email, what do?

Answer 31

Check their email configuration settings on the device, and ask the system administrator to use the MDM to deploy a private key to the device. Is S/MIME enabled on the device? Can this email be successfully decrypted on another device?

Question 32

Where are private keys typically distributed from for Outlook?

Answer 32

MDM (mobile device manager), sent by the system administrator

Question 33

What is a likely cause for inability to decrypt emails with Outlook?

Answer 33

Invalid private key

Question 34

Short mobile battery life may be caused by? How can you remedy it?

Answer 34

Bad reception. Enable airplane mode.

Disable unnecessary features; check application battery use. (Settings/Battery).

Replace battery if it’s failing.

Question 35

What are some things that can cause overheating with mobile phones and forces shutdown?

Answer 35

Display light,
high CPU usage, 
charging battery, 
resource hogging apps
Direct sunlight/hot car/etc

Question 36

Ongoing problems with a system not responding to input not solved by hard/soft reset may require…

Answer 36

factory reset, clean/replace screen, check if device responds to hardware input.

Question 37

What can cause sound to randomly start/stop intermittently on mobile devices?

Answer 37

dueling apps running in foreground

Question 38

What can you try if there’s no sound from any app on a mobile device?

Answer 38

Try checking if it is paired with a device via Bluetooth, check for hardware mute switch, try updating OS

Question 39

What are likely causes of GPS not working in mobile phones?

Answer 39

Airplane mode, location services disabled in settings, poor view of sky.

Question 40

How can you check your GPS settings on iOS?

Answer 40

Settings/Privacy/Location Services

Question 41

How can you check your GPS settings on Android?

Answer 41

Settings/Location/Location mode

Question 42

What may cause a swollen battery?

Answer 42

Too old or low quality replacement battery or incorrect charger used to charge it.

Question 43

Checking if S/MIME enabled on a device and email functionality on other corporate devices is useful for troubleshooting

Answer 43

email not being able to unencrypt

Question 44

dirty trackpad my cause what?

Answer 44

ghost mouse

Question 45

Num lock indicator lights being always active/inactive may be troubleshooted by…

Answer 45

Check if there’s a FN key that would allow engaging the Num Lock light

Check if Num Lock enabled by default in BIOS settings.

Question 46

Is the battery charged? Does it work when connected to an AC power supply? Is it stuck in hibernation? Does it respond to a hard reset procedure? Are important things to ask when diagnosing…

Answer 46

No power

Question 47

It is important to ___ what you are doing as you are taking apart a mobile device. You should include locations of all parts, and label any pieces that you remove.

Answer 47

document

Question 48

Many professionals make use of ___ to sort and store all of the various parts when disassembling a mobile device.

Answer 48

organization bins

Question 49

When handling small screws, it is best to be on a ___ and part particular attention to screw sizes, as the wrong screw size could crack a display screen.

Answer 49

workbench with a raised lip

Question 50

If you have trouble knowing exactly what to take apart, or you would just like some extra information, always feel free to consult the ___.

Answer 50

manufacturer’s documentation/manual

Question 51

Mobile devices often have their own specialized set of ___ with which to repair.

Answer 51

tools (antistatic mat, magnifying class, screwdriver etc)

Question 52

To perform factory reset on Android go into Settings, then select “___” option.

Answer 52

Backup and Reset

Question 53

To reset an Android mobile device back to factory defaults and reinstall the OS, use a vendor specific button combo to enter ____ .

Answer 53

Recovery Mode

Question 54

If the OS needs to be reinstalled on an Apple phone, the easiest option is to go into iTunes and select the ___ button.

Answer 54

Update

Question 55

If the an OS reinstall doesn’t fix an issue with an Apple device, you must factory reset. Can be performed within iTunes using the ___ button. (user data is erased if done)

Answer 55

Restore