100-140 Question 306
Select 3A user reports that their mobile device is not receiving work emails, but they can access the internet and other apps without issue. As part of your troubleshooting, which steps should you take to resolve the issue?
- A
Verify that the user is connected to a secure Wi-Fi or cellular network.
- B
Check if the user's mailbox is full or if they are exceeding their email quota.
- C
Ensure the email application is updated to the latest version.
- D
Restart the mobile device to refresh its settings.
- E
Reinstall the mobile device management (MDM) profile on the user's device.
Show answer and explanation
Correct answers: B, C, D
Explanation
To troubleshoot the issue of not receiving emails while other apps work fine, you should focus on potential causes related to the email application or settings. Checking for a full mailbox, ensuring the app is updated, and restarting the device are practical steps. Network connectivity and MDM profile issues are less likely because the user can access other apps and has not reported problems with device management.
- A. Incorrect.
While connectivity is important for email delivery, the user has already mentioned they can access the internet and other apps, indicating network connectivity is not the issue.
- B. Correct.
A full mailbox or email quota issue could prevent new emails from being delivered to the device, so this is a valid troubleshooting step.
- C. Correct.
Outdated applications can cause compatibility issues with email servers or work environments, so updating the email app is a recommended step.
- D. Correct.
Restarting the device can resolve temporary glitches or refresh the system settings, making it a valid step in troubleshooting.
- E. Incorrect.
Reinstalling the MDM profile is not necessary unless there is evidence that the MDM profile is corrupt or missing, which is not indicated in the scenario.