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

Question 1

A user’s mobile device is overheating. Which of the following could be the
problem? (Select the two best answers.)
 ❍ A. A damaged battery.
 ❍ B. The brightness setting is too low.
 ❍ C. Excessive gaming.
 ❍ D. The device is not in a case.
 ❍ E. The charging cable is defective.

Answer 1

A and C. The best answers listed are a damaged battery and excessive gaming.
If the brightness setting is low, the device should use less power and run cooler.
If the device is not in a case, it should not overheat; however, a poorly manufactured case could cause it to overheat. A defective charging cable will usually
not cause the device to overheat; if it is defective, it likely is not even charging
the device.

Question 2

You are troubleshooting a user’s smartphone. The user informs you that he can’t
see anything on the screen. Of the following, what should you do first?
❍ A. Disassemble the device for proper reassembly.
❍ B. Check the volume mixer sliders.
❍ C. Verify the brightness setting.
❍ D. Calibrate the screen.
❍ E. Restart the phone.

Answer 2

C. Check the brightness slider first! Chances are that the brightness is turned
all the way down—in a bright environment, it might appear that nothing is on
the screen. Or, the device might simply need to be woken up—use the side button, home button, or double-tap the screen to wake the device up. If these are
not successful, restart the device. Screen calibration has nothing to do with
brightness, but on some more rare mobile devices it might be necessary. The
volume sliders are not part of the problem. Don’t open the device until you have
exhausted every other known option—and only if you are qualified to work on that
device; otherwise, send it to an authorized repair center.

Question 3

When disassembling a mobile device, what should you not do?
 ❍ A. Document everything you see.
 ❍ B. Store screws in a logical manner.
 ❍ C. Make use of manuals.
 ❍ D. Implement antistatic procedures.
 ❍ E. Use magnetic-tip screwdrivers.
 ❍ F. Label cables.

Answer 3

E. Stay away from magnetically charged tools such as screwdrivers and bits.
These can potentially damage circuitry and components. All of the other answers
are valid procedures; things you should do when working on mobile devices, and
computers in general.