220-1101 Question 394
Single answerApplication crashesA user reports that a photo-editing application on a Windows 11 workstation crashes every time they try to open large image files. Smaller files open normally. The PC has enough free disk space, and other applications are working without issue. The crash began shortly after a graphics driver update. Which of the following is the BEST next step to resolve the issue?
- A
Roll back or reinstall the graphics driver and test the application again
- B
Replace the power supply because large files increase power draw during processing
- C
Disable User Account Control so the application has full access to system resources
- D
Reformat the drive and reinstall Windows to eliminate possible file corruption
Show answer and explanation
Correct answer: A
Explanation
The key clue is that the crashes began shortly after a graphics driver update and occur during a task that likely uses GPU acceleration more heavily. On Windows systems, application crashes can be caused by corrupted, incompatible, or unstable device drivers, especially display drivers for graphics-heavy applications. Following standard troubleshooting methodology, the technician should first identify recent changes, establish a theory of probable cause, test that theory, and start with the least disruptive fix. In practice, Device Manager can be used to roll back a problematic driver if the option is available, or the technician can reinstall a known-good driver from the hardware manufacturer. This aligns with Microsoft best practices for troubleshooting driver-related application instability.
- A. Correct.
This is correct. Because the crashes started shortly after a graphics driver update, and only when the application performs more demanding rendering tasks with large image files, the graphics driver is a likely cause. A+ troubleshooting best practice is to identify what changed and test the most probable, least disruptive fix first. Rolling back or reinstalling the display driver is a practical first step for application crashes tied to graphics-intensive activity.
- B. Incorrect.
This is incorrect. Although inadequate power can cause system instability, the scenario describes a single application crashing rather than the entire system shutting down, rebooting, or showing broader instability. A PSU issue would typically affect the whole PC, not only one application after a recent driver change.
- C. Incorrect.
This is incorrect. User Account Control is not a typical cause of a photo-editing application crashing only when opening large files. Disabling UAC also reduces system security and is not an appropriate troubleshooting step for this symptom. The option reflects a common misconception that permission-related settings are the cause of most application failures.
- D. Incorrect.
This is incorrect. Reformatting and reinstalling Windows is far too drastic as a next step. CompTIA troubleshooting methodology emphasizes starting with the simplest and least invasive solution. Since the issue began after a driver update, testing the driver first is more appropriate than wiping the system.