220-1101 Question 24
Single answerWebcamA user connects a new USB webcam to a Windows laptop for video meetings. The webcam's LED turns on when the meeting app starts, but the app shows a black screen and reports that no camera image is available. The webcam worked on another computer earlier that day. Device Manager shows the webcam with no warning icons. Which action should the technician take FIRST to resolve the issue?
- A
Check Windows privacy settings to confirm camera access is allowed for apps
- B
Replace the webcam because the image sensor has failed
- C
Update the laptop's BIOS to restore USB video support
- D
Reformat Windows because the webcam driver is corrupted
Show answer and explanation
Correct answer: A
Explanation
The best first action is to verify Windows camera privacy settings. On modern Windows systems, webcam access can be blocked at the OS level even when the hardware is connected, powered, and listed normally in Device Manager. CompTIA A+ Core 1 emphasizes practical troubleshooting: start with the simplest and least invasive likely cause. In this scenario, the webcam's LED and normal Device Manager status suggest that the device has power and is enumerating correctly over USB. Microsoft documents camera privacy controls that allow or deny access globally and per app, making this a common source of black-screen or no-image symptoms in conferencing software. After confirming privacy settings, a technician could then check whether the correct camera is selected in the meeting application, test the webcam in the built-in Camera app, and reinstall or update the webcam driver only if needed.
- A. Correct.
This is correct. In Windows, a webcam can appear installed correctly in Device Manager and still be blocked by privacy settings, which can cause apps to show a black screen or report that no camera image is available. A practical first step is to verify that camera access is enabled for the device and for desktop or Store apps as appropriate. This is a common real-world issue after OS updates, privacy changes, or initial setup.
- B. Incorrect.
This is incorrect. The webcam worked on another computer earlier, which makes immediate hardware failure less likely. Also, the LED turning on indicates the device is receiving power and being activated. Replacing hardware before checking configuration settings would not be the best first troubleshooting step.
- C. Incorrect.
This is incorrect. A BIOS update is not a first-line troubleshooting step for a USB webcam issue when the device is detected normally in Device Manager and was recently known to work. BIOS updates carry risk and are typically reserved for vendor-documented compatibility or firmware issues, not routine webcam image problems.
- D. Incorrect.
This is incorrect. Reformatting Windows is far too drastic for this symptom. Since Device Manager shows the webcam without errors, the driver stack is likely functioning at a basic level. Best practice is to troubleshoot application permissions, camera selection, and software settings before considering invasive repair steps.