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CompTIA A+ Core 2 220-1202 - Domains 3 and 4 Software Troubleshooting and Operational Procedures

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Question 1

A Windows 10 user reports that after a Windows Update, their specialized medical imaging software no longer works. The technician needs to quickly restore the previous working state without reinstalling Windows. What is the FASTEST resolution?

Answer choices

  • A. Reinstall the medical software

  • B. Use System Restore to roll back to a restore point before the update

  • C. Format and reinstall Windows

  • D. Roll back the specific Windows Update via Settings → Windows Update → View Update History → Uninstall Updates (Correct)

Explanation

Both B and D are valid, but uninstalling the specific problematic Windows Update is the most targeted approach — it removes only the breaking update without rolling back other system changes. System Restore would work but rolls back more broadly. The question asks for the fastest targeted resolution.

Question 2

A technician's ticket queue shows a "Priority 1" and a "Priority 3" ticket. The P1 ticket is a system outage affecting the entire company. The P3 is a single user's non-critical request. What should the technician do?

Answer choices

  • A. Handle P3 first because it was submitted first

  • B. Handle them simultaneously

  • C. Escalate both tickets to senior staff

  • D. Handle P1 first — P1 (critical outage) takes priority over P3 (minor single-user issue) (Correct)

Explanation

Ticket prioritization is based on severity and impact. P1 (Critical) incidents affecting many users have highest priority. P3 (Minor/Low) single-user non-critical issues have lower priority. Technicians must always address higher-priority issues first.

Question 3

A Windows 10 system encounters a critical error and displays a Blue Screen of Death. After rebooting, the technician wants to analyze the crash dump file. Where are minidump files located?

Answer choices

  • A. C:\Windows\System32\Logs

  • B. C:\Windows\Minidump (Correct)

  • C. C:\Users\[Username]\AppData\Temp

  • D. C:\ProgramData\Microsoft\Windows\WER

Explanation

Windows writes small memory dump files (minidumps) to C:\Windows\Minidump after BSOD events. Full memory dumps go to C:\Windows\MEMORY.DMP. Minidumps can be analyzed with WinDbg or third-party tools like WhoCrashed to identify the failing driver.

Question 4

A user reports that their Windows workstation shows "The trust relationship between this workstation and the primary domain failed." The user cannot log in with domain credentials. What is the MOST likely cause and solution?

Answer choices

  • A. The user's password expired — reset it in AD

  • B. The workstation's computer account in Active Directory became out of sync — remove the machine from the domain and rejoin it (Correct)

  • C. The user needs to restart the workstation

  • D. The domain controller is offline

Explanation

"Trust relationship failed" means the machine's computer account password (auto-rotated every 30 days) is out of sync with Active Directory. Fix: log in with a local admin account, remove the PC from the domain, rejoin it, and the computer account is re-established.

Question 5

A technician is working in a customer's home office and notices illegal content on the customer's computer monitor. What is the CORRECT course of action?

Answer choices

  • A. Immediately delete the illegal content

  • B. Confront the customer directly

  • C. Do not interact with or change the content; document what was observed and report it to the appropriate authorities and management (Correct)

  • D. Ignore it as it's not related to the repair

Explanation

Technicians must follow legal and ethical obligations. If illegal content is observed, the technician should not delete it (which could destroy evidence), not confront the customer, but document the observation and report it to management and/or law enforcement per company policy.