100-140 Question 174
Single answerA user contacts you complaining that their scanner is no longer working after upgrading their operating system. What is the likely cause of the issue, and what should you do to resolve it?
- A
The scanner is not powered on, and the user should check the power connection.
- B
The scanner driver is incompatible with the new operating system, and you should install an updated or compatible driver.
- C
The scanner is physically damaged, and the user should replace it.
- D
The scanner is being blocked by antivirus software, and the user should disable the antivirus temporarily.
Show answer and explanation
Correct answer: B
Explanation
After an operating system upgrade, hardware devices such as scanners may require updated drivers to function properly. Drivers are software that allows the operating system to communicate with hardware. If the scanner's driver is outdated or incompatible with the new operating system, installing a compatible driver from the manufacturer's website or through system updates will likely resolve the issue. This is a common troubleshooting step in IT support.
- A. Incorrect.
While checking the power connection is a good troubleshooting step, it is unrelated to the issue described, which occurred after an operating system upgrade.
- B. Correct.
This is the correct answer. When an operating system is upgraded, existing drivers may become incompatible, requiring updated drivers from the manufacturer's website or the operating system's update mechanism.
- C. Incorrect.
Physical damage is unlikely to be the cause since the issue occurred immediately after the operating system upgrade, not due to any physical mishandling.
- D. Incorrect.
Antivirus software usually does not block scanner functionality, and there is no indication in the scenario that antivirus interference is the issue.