220-1101 Question 11
Single answerCamera/webcamA user reports that their external USB webcam works in video conferencing software, but the image is completely black. The microphone on the webcam works normally, and the webcam's activity LED turns on when an app starts using it. Device Manager shows the webcam with no errors. You confirm the lens is clean and the room lighting is adequate. Which of the following should the technician check FIRST?
- A
Whether the webcam's privacy shutter or lens cover is closed
- B
Whether the webcam needs a newer BIOS version
- C
Whether the monitor's brightness is turned up high enough
- D
Whether the user should replace the USB cable with a Cat 6 cable
Show answer and explanation
Correct answer: A
Explanation
The best first step is to check for a closed privacy shutter or lens cover. In practical A+ troubleshooting, technicians should begin with the simplest and most likely causes, especially when symptoms indicate the operating system recognizes the device and applications can access it. A webcam showing a black image while its microphone works, LED activates, and Device Manager reports no issues usually points to a physical blockage or privacy feature rather than a driver or firmware failure. This aligns with standard CompTIA-style troubleshooting methodology: identify the problem, establish a theory of probable cause, and test the simplest theory first. Vendor documentation for many modern webcams and laptops also notes integrated privacy shutters as a common reason for black video output.
- A. Correct.
Correct. A black image with a functioning microphone, active status LED, and no Device Manager errors strongly suggests the camera is being detected and accessed correctly, but the lens is physically blocked. Many webcams include a built-in privacy shutter or removable lens cover that can easily be left closed after transport or cleaning. This is a common real-world issue and should be checked before moving to more complex troubleshooting.
- B. Incorrect.
Incorrect. A BIOS update is not a first-step troubleshooting action for a webcam that is already recognized by the operating system and functioning partially. BIOS updates are generally considered only when addressing documented hardware compatibility issues or vendor-specific fixes, and only after simpler causes have been ruled out.
- C. Incorrect.
Incorrect. Monitor brightness would affect how the entire display appears, not just the webcam feed inside conferencing software. If only the camera image is black while the rest of the application and desktop display normally, the problem is with the camera input rather than screen output.
- D. Incorrect.
Incorrect. USB webcams do not use Cat 6 network cabling. This distractor reflects confusion between USB peripherals and Ethernet-connected devices. If the USB cable were failing, the webcam would more likely disconnect intermittently, fail to enumerate, or lose both audio and video functions rather than consistently show a black image.