Domain 3: Software Troubleshooting

Question 1

How to test a Windows computer’s responsiveness by triggering a beep (& possibly reinitializing the display)

Answer 1

Start + Ctrl + Shift + B

Question 2

How to ensure that all data is completely cleared from caches and system memory

Answer 2

Power down the machine and disconnect it from the power supply for 30 seconds

Question 3

Steps for verifying a computer’s configuration and for testing router connections

Answer 3

1. Ping loopback
2. Ping your own IP
3. Ping IP of default gateway
4. Ping IP of a remote host

Question 4

3 most likely causes of a ping resulting in:
Reply from sender IP Destination unreachable

Answer 4

• The destination host is disconnected
• The destination host is configured as non-discoverable
• IP misconfiguration

Question 5

2 most likely causes of a ping resulting in:
Reply from gateway IP Destination unreachable

Answer 5

Misconfiguration of either:
- the router
or
- the destination network
resulting in the router having no forwarding information for the IP address

Question 6

2 most likely causes of a ping resulting in:
No reply (Request timed out)

Answer 6

The destination host received the ping but is
- down
- configured to not respond

Question 7

How to boot into safe mode on Android

Answer 7

Tap & hold the power off message

Question 8

How long should you wait to do a factory reset after resetting your account password

Answer 8

72 hours

Question 9

4 Steps to troubleshoot mobile OS update issues

Answer 9

1. Use the vender website to verify the update is compatible
2. Connect to power & Wi-Fi
3. Restart the device & try again
4. Ensure sufficient free space

Question 10

4 possible causes of random mobile device reboots

Answer 10

• Overheating
• Low battery charge
• Faulty battery
• Faulty hardware

Question 11

3 possible causes of a mobile device being slow to respond

Answer 11

• Throttling due to high temperature or low battery
• Too many open apps
• Badly written apps that overutilize resources

Question 12

What to do if an update messes up your phone

Answer 12

Report the issue. (Rollback is not usually an option)

Question 13

How is autorotation different on an Android compared to Apple?

Answer 13

In Android you enable it in Control Center to use it, rather than the other way around

Question 14

The square button on the bottom-right of an Android device

Answer 14

The multitasking button (shows all the open apps)

Question 15

When you should force stop a mobile app

Answer 15

If the app:
- Fails to launch
- Fails to close
- Crashes

Question 16

3 things to check if a mobile app fails to update

Answer 16

• If it’s compatible with the OS version
• If there’s sufficient storage space
• If there is an Internet connection

Question 17

10 Things to check when troubleshooting a mobile networking issue

Answer 17

• Distance from antenna
• Interference from other devices or barriers
• Battery level (low charge weakens the signal)
• Case (try removing it)
• The way it is held
• Airplane mode & individual radio functions
• Wi-Fi or Bluetooth pairing information
• AP wireless standard compatibility
• Firmware for device or AP
• Known issues between AP & device

Question 18

Android version of AirDrop

Answer 18

Nearby Share

Question 19

Apple Business Manager & Managed Google Play

Answer 19

Enterprise distribution programs that allow an MDM suite to push apps a company’s private apps to devices

Question 20

Sideloading

Answer 20

Installing untrusted apps from a website onto an Android

Question 21

Bootleg app

Answer 21

Software that illegally copies or imitates a commercial product or brand. Sometimes downloaded from a bootleg store.

Question 22

4 ad characteristics that signal malware on a mobile device

Answer 22

• Unexpected
• Display in the browser
• Open pop-ups that are hard to close
• Exhibit a high degree of personalization the user has not authorized

Question 23

4 signs of a malware infection in a mobile device

Answer 23

• High number of ads
• Fake security warnings
• Sluggish performance
• Limited/no Internet connectivity

Question 24

What you should do before posting a photo online

Answer 24

Strip it of geotagging information

Question 25

Microsoft version of AirDrop

Answer 25

Nearby Sharing